Refund and Returns Policy

Return Eligibility

You may request help within 15 days of delivery if your order arrives damaged, defective, incorrect, or materially different from the product information or confirmed order details. We do not accept general returns for buyer’s remorse, change of mind, preference changes, size preference, color preference, or items that were ordered correctly and delivered as described.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrect, or affected by shipping damage, email us with your order number, delivery date, and clear photos of the product, packaging, and shipping label. We will review the case and offer an appropriate solution, such as replacement, exchange for the same item, repair support, partial refund, or refund.

Exchanges and Replacements

Exchanges or replacements are available only for approved damaged, defective, incorrect, or materially different items. We do not offer general exchanges for buyer preference, size preference, color preference, or change of mind. Any approved exchange or replacement must be confirmed by EpoLume support before the item is returned.

Custom and Handmade Items

Because EpoLume products are handmade resin lamps and decor pieces, small handmade variations may occur and are not considered defects. Custom, personalized, made-to-order, or modified lamps are not eligible for return, refund, exchange, or replacement unless they arrive damaged, defective, incorrect, or materially different from the confirmed order details.

Return Shipping and Return Address

Please do not send any item back before contacting us. If a return is approved because of production damage, shipping damage, a defect, an incorrect item, or a materially different item, we will provide return instructions and support the appropriate return, replacement, exchange, or refund process. Items must be packed carefully to avoid additional damage during return transit.

Return address:
EpoLume
69 TL 27, An Phu Dong
Ho Chi Minh
Viet Nam

Unless EpoLume confirms otherwise for an approved defective case, customers are responsible for international return shipping costs.

Refunds

After we review the issue or receive and inspect an approved return if one is required, we will notify you of the refund status. Approved refunds are returned to the original payment method. Your bank or payment provider may need additional time to post the refund.

How to Report an Issue

Email [email protected] with your order number, delivery date, a short description of the problem, and clear photos if the item is damaged, defective, incorrect, materially different, or affected by shipping damage.