Return and Refund Policy

At Epione, we value the trust of our customers when purchasing our products. Epione's after-sales policy is built on a commitment to protecting consumer rights so that customers can shop with peace of mind and experience our services.

Epione guarantees that the products sold at Epione are new and 100% genuine. In the rare case that the product you receive is defective, damaged or not as described, Epione is committed to protecting customers with a return and warranty policy.

Note: To ensure customer rights and Epione has a basis to work with related departments, all requests for return and warranty must provide images or clips of the defective product. Epione reserves the right to refuse when not receiving enough image information from customers. In addition, customers need to record a video clip of product packaging when sending it to the customer care center as evidence for comparison or complaints related to return later (if necessary).

I. Product Return and Refund Steps

Step 1: Customers contact Epione's customer care center via Hotline 1900 3471 or through Epione Fanpage to register for product return.

Step 2: The customer care center will confirm the return policy according to the information received and assessed.

Step 3: Carry out exchange, warranty or refund for customers.

* The return procedure is carried out within 07 working days from the date Epione receives complete information and documents from the customer as prescribed.

II. Product Return and Refund Period

Since successful delivery Defective product by supplier Product is not defective Product defect caused by user
First 30 Days Exchange or Return Support, 100% refund if no replacement product is available. Support return and exchange except for cases in section V. No returns or exchanges. Warranty or repair is available for a fee.
30 days or more Warranty or Return Support, refund according to the refund rate in section III. Support return and refund according to the refund rate in section III. Warranty or repair for a fee.

III. Cashback Rate Table

Warranty period First 30 days Year 01 Year 02 Year 03 Year 04 Year 05
First 5 months Last 6 months First 6 months Last 6 months First 6 months Last 6 months First 6 months Last 6 months First 6 months Last 6 months
02 years 100% 45% 20% 15% 10%
03 years 50% 35% 20% 15% 10% 10%
05 years 80% 70% 55% 45% 35% 20% 10% 10% 10% 10%

IV. Product Return Policy and Conditions

1. Conditions

  • The product still has Epione's seal intact.
  • The product was determined to be technically defective by Epione Technicians.
  • Returned products must have intact box, foam and complete accessories and promotional gifts (if any).
  • The product has no defects in appearance (scratches, breaks, dents, yellow stains, etc.).
  • The product must have all accompanying documents such as (purchase documents, VAT invoice if any, warranty card, instruction book, catalogue...).
  • The product must be on the return support list.
  • If you need to change the product type or model, please contact customer service in advance via Hotline: 1900 633037.

2. Policy

In case the customer returns the product within the first 30 days:

  • Product is not defective: customer pays shipping fee to Epione.
  • Product has manufacturer defect: customer does not have to pay shipping fee to Epione.

In case the customer returns the product and exchanges it for another type or model within the first 30 days:

  • Support for product exchange with shipping fee, customer needs to pay the difference and will be refunded the difference (if any).

For customers outside Ho Chi Minh City and Hanoi, the returned product is no longer in its original condition (scratched, dented, yellowed, broken, etc.) due to the user:

  • Epione will deduct 40% from the original price of the product.

V. Cases of Refusal to Return or Exchange

  • No product returns or exchanges are supported when purchased through agents or other buyers.
  • You want to change the type and model but did not notify the customer service department in advance.
  • You operate the product incorrectly, causing damage.
  • You yourself affect the external condition of the product such as torn packaging, scratches, breakage, etc.
  • The product has been checked and confirmed by you, but then you request to return the goods due to appearance defects (scratches, dents, yellowing, breakage, etc.).
  • Epione refuses to support refunds for orders paid by credit card installments, Fundin installments, credit card payments, Momo postpaid wallet, Flik installments in cases of successfully canceling orders and requiring the return of non-defective products.
  • Products discounted from 30% cannot be returned or exchanged.
  • We do not accept product returns or exchanges in cases of force majeure such as epidemics, natural disasters, accidents, etc.

VI. Refunds

  • When a refund is required, please provide your bank account information so that Epione can process the refund.
  • Refund processing time: within 07-14 working days after verifying satisfaction of the conditions in the return policy.

VII. List of Products Supported for Returns and Exchanges

Product Warranty period Return support
Epione DeskCasters 6 months 30 days
Epione CPUHolder Desktop Computer Holder 6 months 30 days
Epione MonitorStand 6 months 30 days
Epione Essentials Pad 6 months 30 days
Epione Essentials Arm one year 30 days
Epione EasyChair 2.0 Ergonomic Chair 3 years 30 days
Epione ErgoChair Pro 2.0 Ergonomic Chair 5 years 30 days
Epione FortisChair Ergonomic Chair 2 years 30 days
Epione ElysChair Ergonomic Chair 2 years 30 days
Epione CableTray 6 months 30 days
Epione TrayBox 6 months 30 days
Epione SmartDesk Lite 2.0 Lifting Desk Frame 3 years 30 days
Epione SmartDesk Pro 2.0 Lifting Desk Frame 5 years 30 days
Table tops of all kinds No warranty Support return on the day of receipt
Epione Essentials Flexi Shelf one year 30 days
Epione Essentials Cabinet – Flush & Lip Edge one year 30 days