Return and Refund Policy 

Key information:

  • 7 days return period
  • Refunds processed within 15 days
  • 25% restocking fee
  • Customer is responsible for the cost of returning shipping

Overview

At Epacon Supplies (Pty) Ltd, we prioritize customer satisfaction and aim to provide an excellent shopping experience. 

If you are not completely satisfied with your purchase, we are here to help.

Returns Policy

Eligibility:

  • Your item must be unused and in the same condition as when you received it.
  • The item must also be in the original packaging.

Timeframe:

  • You have 7 calendar days to return an item from the date you received it.

Proof of Purchase:

  • A receipt or proof of purchase is required for all returns.

Return Process

  1. Initiate a Return:
    • Contact our customer service team via email at info@epacon.co.za or call us at 010 745 3733
    • Provide your order ID, details about the item, and a reason for the return.
  2. Prepare Your Return:
    • Pack the item securely in its original packaging, including all accessories and documentation.
  3. Return Authorization:
    • We will provide you with a Return Merchandise Authorization (RMA) number, instructions, and the return address.
  4. Return Shipping:
    • In general, it is the responsibility of the customer to pay for the shipping charges associated.
    • Shipping costs are non-refundable.

Refund Policy

Eligibility for Refunds:

  • Items must be in their original condition and packaging.
  • Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund as soon as possible.

Refund Process:

  1. Approval:
    • If your return is approved, we will initiate a refund to your original method of payment.
  2. Processing Time:
    • Refunds are processed within 15 days from the date of receipt and inspection of the returned item.
    • Once processed, refunds may take an additional 3-5 business days to reflect in your account, depending on your bank or credit card company’s processing times.

Late or Missing Refunds

If you haven’t received a refund yet, first recheck your bank account. Then, contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at info@epacon.co.za

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact our customer service team at info@epacon.co.za or call us on 010 745 3733

Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us right away (within 48 hrs.) at info@epacon.co.za or call 010 745 3733 Make sure to include a photo or video showing the damage. We will then arrange for the item to be repaired, replaced, or refunded. In this case, our company will cover the cost of return shipping.

Cancellation Policy

Immediate Cancellation:

  • 24-Hour Window: You may cancel any order within 24 hours of placing it for a full refund. This policy is designed to give you peace of mind immediately after your purchase.
  • How to Cancel: To cancel an order, please contact our customer service immediately at info@epacon.co.za or call us at 010 745 3733. Provide your order number and contact details to expedite the process.

Post-24-Hour Cancellations:

  • If your order has not yet shipped and it’s beyond the 24-hour window, you may still request a cancellation by contacting us. We will do our best to accommodate your request, but processing may have progressed to a stage where cancellation is not feasible without incurring costs.

Cancellation After Shipment

  • Policy: Once an order has been shipped, it cannot be cancelled. If you need to return the item, please follow the guidelines outlined in our Returns Policy.
  • Procedure: Upon receipt of the shipped item, initiate a return by contacting our customer service as detailed in the Returns Policy section. This ensures that your return is processed efficiently and without delay.

 Contact Us

For any questions about our return and refund policy, please contact us at:

Business Name:

Epacon Supplies (Pty) Ltd

Business Address:

Unit Number 4, 18 Foreman Street
Spartan, Kempton Park, 1619

Business Hours: 8am – 4pm

Phone: 010 745 3733

Email: info@epacon.co.za