Refund Policy

At EPOHOME, we handcraft each piece of furniture with care and attention to detail. Because many of our items are made to order, our policies are designed to balance flexibility for our customers with the realities of custom production.

Cancellation Policy

  • Within 6 hours of purchase
    Cancellations with a valid reason are accepted within 6 hours of placing your order.

  • After 6 hours / Once production or shipment begins

    • Once an item has entered production or is in transit, it cannot be cancelled.

    • Orders cancelled after 72 hours from the time of purchase will incur a 40% cancellation fee to cover materials, labor, and processing.

Return & Refund Policy

  • Eligibility window

    • Refunds/returns are accepted within 30 days of delivery for non-customized items that have a verifiable product defect.

    • After 30 days from delivery, we are unable to offer a refund or return.

  • Customized & special orders

    • Customized products, custom showroom items, and special orders are non-returnable and non-refundable except in cases of clear manufacturing defects confirmed by EPOHOME.

  • Condition of returned items

    • Returned items must be in “as-new” condition, unused, and free of damage, stains, or alterations not caused by EPOHOME.

    • If restoration or repair is required, additional charges may apply and will be deducted from your refund.

  • Restocking & return shipping

    • A 40% restocking fee will be applied to returned items, pending inspection.

    • Customers are responsible for all return shipping costs. We’re happy to assist with arranging return shipment upon request.

  • Non-refundable circumstances
    We are unable to offer refunds or compensation for issues related to:

    • Acts of nature (e.g., floods, earthquakes, storms)

    • War, terrorism, or civil unrest

    • Pandemics or other public health emergencies

    • Other large-scale disasters or circumstances beyond our control.

Quality Assurance & Damages

  • Pre-delivery inspection
    Every piece is thoroughly inspected before leaving our workshop.

  • If you receive the wrong, damaged, or faulty item

    • Please contact us as soon as possible with:

      • Your order number

      • A detailed description of the issue

      • Clear photographs and/or videos of the product and packaging

    • After review, we will work with you on an appropriate resolution, which may include repair, replacement, or a partial refund, depending on the situation.

  • Assembly-related damage
    Damage incurred during home assembly, misuse, improper handling, or modification is not covered under our return or refund policy.

Material & Wood Characteristics

Many EPOHOME pieces feature solid wood and other natural materials. These characteristics are part of their beauty and uniqueness.

  • Natural imperfections

    • Knots, small cracks, grain variations, and color differences are natural features, not defects.

    • Such variations are not valid reasons for return or refund.

  • Dimensional movement & environment

    • Wood is a living material that can slightly expand or contract with changes in temperature and humidity.

    • Minor gaps, movement, or warping due to environmental changes (air conditioning, heating, climate shifts, etc.) are normal and not considered defects.

    • Whenever possible, these issues can often be improved by adjusting the furniture’s environment.

    • Returns based solely on climate- or environment-related changes will not be accepted.

  • Indoor use
    Our wood furniture is primarily intended for indoor use. Extended exposure to direct sunlight, extreme temperatures, or moisture may affect its appearance and stability and is not covered by our refund policy.

Disputes & Chargebacks

We understand that billing disputes can be stressful, and we want to work directly with you to resolve any concerns.

  • If you are unhappy with your purchase for any reason, please contact us first. We will do our best to find a fair and reasonable solution in line with our policies.

  • If a dispute or chargeback is filed with your bank or credit card provider:

    • We will cooperate fully with the investigation and provide any necessary documentation.

    • If the bank or financial institution makes a final decision, we will respect and abide by their determination, whether it is in favor of EPOHOME or the customer.

We strongly encourage customers to reach out to us before initiating a dispute, so we can address the issue quickly and directly.

Processing Time (How Long Refunds Take)

  • Refund Request Review (Non-Custom Items): We will review and process eligible refund/return requests within 48 hours of receiving your complete request and required documentation (photos/videos if applicable).

  • Refund Issuance Time: Once your refund is approved after review/inspection, the refund will be issued back to your original payment method within 72 hours.

  • Please note: your bank or card issuer may take additional time to post the refund after it has been issued.

Customized & Made-to-Order Items (No Returns / No Refunds)

  • All customized, made-to-order, personalized, custom showroom items, and special orders are final sale and are not eligible for returns or refunds.

  • Exception: If there is a clear manufacturing defect confirmed by EPOHOME, we will provide an appropriate resolution (repair, replacement, or partial refund) at our discretion.

Eligibility Window (Non-Custom Items Only)

  • Returns/refunds are accepted within 30 days of delivery for non-customized items that have a verifiable product defect.

  • After 30 days from delivery, we are unable to offer a return or refund.

Condition of Returned Items

  • Returned items must be in like-new condition, unused, and free of damage, stains, or alterations not caused by EPOHOME.

  • If restoration or repair is required, related costs may be deducted from your refund.

Restocking & Return Shipping

  • A 40% restocking fee may apply to eligible non-custom returns, subject to inspection.

  • Customers are responsible for all return shipping costs. We can assist with arranging return shipment upon request.

Contact Us

If you have any questions about cancellations, returns, or refunds, please contact our customer support team:

EPOHOME Customer Care
Email: support@epohome.com
Phone: +1 ‪(929) 274-3311

We’re here to help and committed to making your experience with EPOHOME as smooth and satisfying as possible.