Return & Refund Policy

We understand that a purchase may need to be returned or that a delivery problem may require a remedy. This policy describes the voluntary return procedure and how Epanvilo handles eligible refunds and exchanges. Mandatory consumer rights continue to apply regardless of the voluntary terms set out below.

1. Voluntary Return Window

A customer may request a voluntary return of an eligible item within 30 calendar days after delivery. The period begins on delivery, not on the order date. For defective or nonconforming goods, applicable legal rights may continue beyond this voluntary period.

2. Beginning a Return Request

Email service@epanvilo.com with the order number, item name, and reason for the request. If the product arrived damaged, appears defective, or is different from the item ordered, describe the issue and attach photographs if reasonably practical. We will review the information, explain the next steps, and provide an authorized destination where physical return is required.

3. Voluntary Return Conditions

For a change-of-mind request, the goods should generally be unused, in their received condition, and accompanied by any included components and accessories. Keep the packaging where reasonably possible. Customers may inspect goods to the extent allowed under applicable law. These conditions do not remove legal remedies relating to defective, damaged, or misdescribed merchandise.

4. Possible Exceptions

Certain products may be excluded from voluntary change-of-mind returns where permitted by law, such as genuinely personalized items or particular sealed hygiene-sensitive goods after a seal has been removed. Relevant product-specific exceptions should be disclosed before purchase. Statutory rights for faulty or incorrectly supplied goods remain intact.

5. Return Shipping Responsibility

If you return an eligible item solely because you changed your mind, you generally pay the return-postage charge unless we agree to cover it or the law requires another arrangement. If an item is defective, damaged, wrongly supplied, or otherwise legally nonconforming, we will pay reasonable applicable return-shipping costs or offer another lawful solution. Contact support before arranging postage for such a claim.

6. The Correct Return Destination

Our support team provides return instructions and the authorized delivery address for each eligible physical return. Do not send goods to our registered company address unless it is expressly provided as the return destination for your case. That address is not automatically a return center, warehouse, or parcel-collection facility. Retain the shipping receipt and tracking number until your request is resolved.

7. Review and Decision

If goods need to be shipped back, they may be examined on receipt to establish the appropriate outcome. We will communicate the result and any approved refund, replacement, exchange, or other remedy. Where applicable law requires a different procedure or refund before return inspection, that law takes priority.

8. Refund Method and Timing

After a refund is approved, we will initiate it to the original payment method within 10 business days after refund approval, unless a shorter statutory deadline or different method is required by law. Your card issuer, bank, or payment provider may take longer to display the funds. Initiation of a refund and posting the credit are separate events.

9. Restocking Fees

We charge no restocking fee for an approved return. Customer-paid return postage under the conditions above is not a restocking fee.

10. Exchanges and Replacements

If you would prefer a replacement or exchange, contact customer support and describe the product or variation requested. Availability and the circumstances of the request determine whether an exchange can be arranged. If it cannot, an appropriate refund or other lawful remedy may be available.

11. Cancelling Before Dispatch

Email service@epanvilo.com promptly if you wish to cancel an order before shipment. We will try to assist, but may not be able to cancel once fulfillment has progressed or a carrier has accepted the parcel. Statutory withdrawal and cancellation rights are unaffected.

12. Rights Protected by Law

Nothing in this policy excludes mandatory rights to withdraw, obtain repair or replacement, receive a price reduction or refund, or pursue other remedies for defective, nonconforming, or undelivered goods. More favorable legal periods and remedies override the voluntary arrangements stated here.

13. Customer Support and Business Information

For a return or refund question, contact service@epanvilo.com with your order reference.

Operating Company: Shaanxi Fangjing Nuoyao Trading Co., Ltd.

Unified Social Credit Code (USCC): 91611101MAK8FXD72A

Company Address: Room K1495, Unit 2, Building 6, Phase 2, Airport Economic Industrial Park, Airport New City, Xixian New Area, Shaanxi Province

Support Email: service@epanvilo.com

Contact Phone: +86 13260957482

Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)