Refunds, clearly handled.
This Refund Policy explains when a refund may be available, how a request is reviewed, how approved refunds are issued and the timeframes that apply.
A straightforward process from request to resolution.
EPINOSTICS LTD handles refunds according to the nature of the supply arrangement, the reason for the request and any applicable legal rights.
This policy applies to payments and physical supply arrangements handled directly by EPINOSTICS LTD unless different terms have been expressly agreed in writing.
What this policy covers.
This policy explains the standard process used when a customer or business contact requests a refund relating to a confirmed supply arrangement.
- Refund eligibility
- Cancellation-related refunds
- Incorrect or incomplete supply
- Delivery-related issues
- Approved partial refunds
- Duplicate payments
- Refund review periods
- Refund payment methods and timeframes
When a refund may be available.
A refund may be considered where the circumstances support a refund under the confirmed supply arrangement or where applicable law provides a relevant right.
Incorrect supply
A refund may be considered where the supplied goods do not correspond with the confirmed arrangement.
Material delivery problem
A refund may be considered where a significant delivery issue cannot reasonably be resolved through another appropriate arrangement.
Duplicate payment
Where the same amount has been paid more than once, the additional payment may be refunded after the relevant payment information has been checked.
Agreed cancellation
Where a cancellation is accepted before the relevant supply activity has progressed, any applicable refund will be determined under the confirmed arrangement.
When to submit a refund request.
Refund requests relating to a delivery, supply or payment issue should normally be submitted within 7 calendar days of the relevant event.
For delivery-related issues, the relevant period normally begins on the date the shipment is recorded as delivered.
For a payment issue, the relevant period normally begins on the date the payment was made or identified.
A request submitted after 7 calendar days may still be reviewed where there is a reasonable explanation or where applicable law provides a longer period.
The 7-calendar-day reporting period is an administrative timeframe for prompt review. It does not remove or restrict any statutory right that cannot lawfully be excluded or limited.
Cancellation and refunds.
Cancellation and refund are related but separate matters. A cancellation request does not automatically mean that a full refund is available.
Where a confirmed supply arrangement is cancelled before preparation or other agreed work has started, EPINOSTICS LTD will review whether the payment can be refunded in full.
Where preparation, sourcing, production support, dispatch or another agreed part of the supply arrangement has already commenced, the amount available for refund may depend on the work already completed and the terms agreed for that particular arrangement.
Any cancellation request should be submitted as early as possible so that the relevant status can be checked before further processing takes place.
Specific or non-standard requirements.
Some B2B supply arrangements may involve specific specifications, quantities, sourcing requirements or arrangements agreed specifically for a customer.
Where a requirement has been specially arranged and work has already commenced, the refund position will be assessed according to the confirmed arrangement and the work already undertaken.
Any limitation relating to cancellation or refund will be communicated before the relevant arrangement is confirmed where required.
How to request a refund.
Refund requests should be sent to EPINOSTICS LTD by email. To allow the request to be reviewed efficiently, please provide the following information where available:
- Name and company or organisation name
- Email address used for the relevant enquiry or arrangement
- Relevant quotation, order or supply reference
- Date of the relevant payment or delivery
- Amount paid
- Reason for the refund request
- Description of the issue
- Supporting information where relevant
We may request additional information where it is reasonably necessary to verify the request and determine the appropriate outcome.
Refund review.
Once a complete refund request has been received, EPINOSTICS LTD will normally review the request within 5 business days.
The review may include checking the relevant quotation, payment, delivery record, supply status and communications.
Where additional information is required, the review period may begin again once the requested information has been received.
Request received
The refund request and available supporting information are recorded for review.
Information checked
The relevant supply, payment and delivery information is reviewed.
Outcome confirmed
We will confirm whether the refund is approved, partially approved or not available under the applicable arrangement.
Refund issued
Where approved, the refund is submitted using the applicable refund method.
Full and partial refunds.
Where a full refund is approved, the applicable amount paid for the relevant supply will normally be refunded, subject to any lawful adjustment or deduction that has been clearly agreed or is otherwise permitted.
A partial refund may be appropriate where only part of a supply is affected or where part of the confirmed arrangement has already been completed and a partial remedy is appropriate.
The refund amount will be confirmed before the refund is issued where the amount differs from the original payment.
How approved refunds are paid.
Approved refunds will normally be returned using the same payment method used for the original payment.
Standard method
Where technically available, the refund will be sent back to the original payment method used for the relevant payment.
Where original routing is unavailable
If the original payment method cannot receive the refund, EPINOSTICS LTD will contact the relevant customer or business contact to agree an appropriate alternative method.
EPINOSTICS LTD will not request unnecessary payment-card information by ordinary email. Where an alternative refund method is required, only the information reasonably needed to complete the refund will be requested.
When the refund will arrive.
| Refund stage | Standard timeframe | What happens |
|---|---|---|
| Request review | Within 5 business days | The refund request is reviewed and the outcome is communicated where appropriate. |
| Refund approval | Following review | The approved refund amount and applicable method are confirmed. |
| Refund submission | Within 5 business days after approval | EPINOSTICS LTD submits the approved refund using the applicable refund method. |
| Bank or payment provider processing | Normally 3–10 business days | The final time for the funds to appear depends on the relevant bank or payment provider. |
As a result, an approved refund will normally be submitted within 5 business days after approval and should normally appear within a further 3–10 business days, depending on the receiving bank or payment provider.
Once EPINOSTICS LTD has submitted the refund, the time required for the funds to appear in the customer’s account is controlled by the relevant bank or payment provider and may therefore vary.
Refunds and delivery charges.
Where a refund is approved because of an issue for which EPINOSTICS LTD is responsible, any applicable delivery charge associated with the affected supply will be considered as part of the refund assessment.
Where a customer requests a cancellation for reasons unrelated to an issue with the supply, the treatment of delivery or other completed charges will depend on the stage reached and the terms of the confirmed arrangement.
No additional delivery-related amount will be deducted from a refund unless the deduction is applicable and has been clearly communicated or is otherwise permitted.
When goods need to be returned.
Where a return is required before a refund can be completed, EPINOSTICS LTD will provide the relevant return instructions.
Returned goods should be sent using the instructions provided and should be appropriately packaged to avoid unnecessary damage during transport.
Where a return is required, the refund will normally be processed after the returned goods have been received and the relevant condition or supply issue has been checked.
Where EPINOSTICS LTD has agreed to arrange or contribute towards return delivery, the applicable arrangement will be confirmed before the return is made.
Incorrect, incomplete or damaged supply.
If goods arrive incorrectly, incompletely or with visible delivery damage, please contact EPINOSTICS LTD within 7 calendar days of delivery.
Please provide:
- Relevant supply or quotation reference
- Date of delivery
- Description of the issue
- Quantity affected
- Photographs where they help demonstrate the issue
We will review the information and determine the appropriate next step, which may include replacement, correction, partial refund or full refund where applicable.
Duplicate payments.
If the same payment has been made more than once for the same confirmed supply arrangement, the additional payment will be reviewed.
Once the duplicate payment has been verified, the additional amount will normally be refunded within 5 business days.
The refund will normally be returned using the original payment method.
Where a refund is not approved.
If a refund request does not meet the applicable requirements, EPINOSTICS LTD will explain the reason for the decision where appropriate.
Depending on the circumstances, an alternative resolution may be considered, including correction of a supply issue or another practical arrangement.
A refund decision does not remove any statutory rights that apply to the relevant transaction.
Applicable rights.
Nothing in this Refund Policy is intended to exclude, restrict or replace any right or remedy that cannot lawfully be excluded or restricted.
Where applicable consumer protection legislation or other mandatory legal requirements apply to a particular transaction, those requirements will take precedence over any inconsistent provision of this policy.
The applicable position may depend on the nature of the customer, the transaction and the confirmed supply arrangement.
Checking a refund status.
If you have received confirmation that a refund has been approved or submitted but the funds have not appeared within the expected period, please contact us.
We may confirm the date on which the refund was submitted and, where available, provide the relevant refund reference or confirmation information.
If the refund has already been submitted, the remaining processing period may depend on the receiving bank or payment provider.
Need to discuss a refund?
If you need to submit a refund request or ask about an existing refund, please contact EPINOSTICS LTD directly.
EPINOSTICS LTD
Email: epinostics.vip@protonmail.com
Telephone: +44 7984 172336
Address: 42 Fairlawns, Langley Road, Watford, Hertfordshire, United Kingdom, WD17 4UH
A clear process. A clear outcome.
If you need to discuss a refund or an existing supply issue, contact EPINOSTICS LTD with the relevant details.