Epimedi Return & Pricing Policy

Effective Date: Sep 3, 2023

At Epimedi, we are committed to providing high-quality  products to our customers. Due to the nature of some of the products we offer, we have a specific return policy in place. Please read the following policy carefully:

Returns and Exchanges:

  • No Returns Accepted on Covid Test Kits and Masks: We do not accept returns for Covid test kits or mask products. This policy is in place to ensure the safety and integrity of our products, as they are medical devices.
  • Defective Products: In the rare event that you receive a defective Covid test kit, we will gladly exchange it for a replacement kit.
  • Requirements for Exchanges:
    a. You must contact our customer support team within 3 days of receiving the defective kit to initiate the exchange process.
    b. The defective kit, including all its components, must be returned to us for examination. This includes the test components, packaging, and any included materials or instructions.
    c. Ensure that the lot and expiration dates of the kit are clearly provided when you contact our customer support team. This information is essential for processing your exchange.

As-Is Purchases: 

Some items may be marked as "final sale" at the time of purchase. Final sale items are not eligible for return or refund under any circumstances. Products marked as final sale or As-Is are not eligible for refund or replacement due to defect. 

Exchange Process for Defective Products:

  • Contact our customer support team via cs@epimedi.com  to report the issue and initiate the exchange process. Please provide your order number, product lot number and a detailed description of the defect. Pictures and/or video are required as well. 
  • Once we verify your request, we will provide instructions on how to return the defective kit to us.
  • After receiving the returned kit, we will inspect it to confirm the defect.
  • If the kit is confirmed to be defective, we will promptly ship a replacement kit to you at no additional cost.
  • In the event that a product is approved for a return, is received by our warehouse and found to be lacking defect and or/ damage in transit, the customer will be responsible for both original shipping and return shipping costs.  

Missing Items After Receiving All Packages? 

If you have received all the packages from your order but some items are still missing, please email us at cs@epimedi.com. 

Damaged in Transit? 

Notification of Damage: If you receive a product that has been damaged during transit, please notify us immediately. We must be informed of any damage within 3 days of the delivery date. Contact our customer service team at cs@epimedi.com to report the issue.

Required Documentation: To process a return due to transit damage, we require the following documentation:

  • Clear, high-quality photographs clearly showing the damaged product(s).
  • Photos that capture the condition of the packaging, including any visible external damage.
  • A brief written description of the damage.

Evaluation of Damage: Once we receive the required documentation, our team will assess the extent of the damage to determine if the product can still be used and functions as intended. This evaluation typically takes up to 3 business days after receiving your notification and documentation. In the event that a product is approved for a return, is received by our warehouse and found to be lacking defect and or/ damage in transit, the customer will be responsible for both original shipping and return shipping costs. 

Replacement Policy for Items Damaged in Transit:

a. Severe Damage: If the damage is deemed severe, rendering the product unusable or significantly impairing its functionality, we will provide a replacement for the damaged product. The replacement will be sent to you at no additional cost.

b. Usable Condition: If the product remains usable and functions as intended despite cosmetic damage, we will not issue a return or replacement. 

Multiple Item Order

We may dispatch items from various warehouses, which could result in separate deliveries for your items. Each shipment will be assigned its unique tracking number. Please visit the order tracking page to confirm if your order has been divided into multiple packages. 

Defective Products: If Your Order Qualifies for Refund or Exchange

Our dedicated customer service team is here to ensure your satisfaction. To qualify for a product exchange due to defectiveness, please follow these steps:

  • Contact Our Customer Service Team: Reach out to our customer service team via email at cs@epimedi.com within 7 days of receiving the defective product. This allows us to promptly address your concerns.
  • Provide Details: When contacting us, please provide detailed information about the defect or issue you've encountered. Clear descriptions and, if possible, photos can assist us in understanding the problem.
  • Assessment by Our Team: Our customer service team will carefully review your request and may request additional information, if needed, to qualify the exchange.
  • Exchange Qualification: Once we have determined that the product is indeed defective, we will qualify it for exchange.

Exchanging Your Product due to Defective Claims

Upon qualification for exchange, we will guide you through the next steps, including:

  • Return Process: We will provide instructions on how to return the defective product to us. Please ensure that the product is returned in its original packaging, along with any included materials or instructions.
  • Replacement Shipment: After receiving and inspecting the returned product, we will promptly ship a replacement product to you at no additional cost.

 

Returns 

If our customer service team approves your order refund we will refund store purchases to your original method of payment. Outbound shipping charges aren't always refunded upon return and will be confirmed by the customer service representative. This can include regular and freight shipping, and any shipping surcharges. 

 

Initial Purchase Price 

Once you make a purchase on our website, the price you pay at the time of the transaction is final. We do not offer retroactive price adjustments for previous purchases.


Sale and Promotional Prices  

From time to time, we may run sales or promotional events. Prices during these events are applicable only for the specified period. If you make a purchase outside the promotional period, we will not retroactively adjust the price.


Dynamic Pricing

Our pricing may be subject to change based on various factors, including market conditions and supplier costs. As a result, we cannot guarantee that the price of an item will remain the same over time.


Coupon Codes

If you have a coupon code, please ensure to apply it at the time of purchase. Once an order is confirmed, we cannot apply or retroactively adjust coupon codes.


Errors and Omissions 

Despite our best efforts, errors may occur on our website, such as incorrect pricing or inaccurate product information. We reserve the right to correct such errors and adjust prices without prior notice, and cancel any orders placed with incorrect pricing.

 

Contact Information:

For any questions or concerns regarding our return and exchange policy, please contact our customer support team at cs@epimedi.com.

Your Satisfaction is Our Priority. 

At Epimedi your satisfaction is paramount. We are dedicated to resolving any issues related to product defectiveness and ensuring that you receive a fully functional product. 

If you have any questions or require assistance with a product exchange due to defectiveness, please don't hesitate to contact our customer service team. We are here to assist you every step of the way.

Disclaimer:

This return policy is subject to change without notice. Please check our website or contact our customer support team for the most up-to-date information.

We appreciate your understanding of our return policy, which is designed to prioritize the safety and health of our customers.

Thank you for choosing Epimedi for your medical supply needs.