Overview
We’re stoked that you’ve shopped with EPCORE and thank you for your support! It is our promise to deliver high quality products. Though, we are only human and errors do occur. Online shopping can be complicated as there aren’t any physical products to purchase. Provided the item is unworn, unused and tags are still attached within the 14 days of purchase, you can return it back to us if you’re not happy with the quality. It is our priority to support you throughout this process to make it as seamless as possible and we appreciate your feedback!
Returns Procedure
As part of our ambition to be a leading sustainable recreational brand, we’re looking at ways to reduce unnecessary waste and minimise our environmental footprint by acting in protecting our planet and climate. All returns require prior approval and a valid Return Authorisation number (RA#). To obtain an RA# please email this form to returns@epcore.com.au – It is recommended to fill this out digitally and note that if your form is unreadable, we cannot process your return. An RA# will be sent to you with detailed instructions. Please allow up to 14 business days for our approval process while we arrange the credit or exchange.
Return Address: EPCORE Returns, PO Box 627, Cronulla NSW 2230
Customer Service: 1800 EPCORE (1800 372 673) returns@epcore.com.au
Faulty and Defective Products
If the goods are faulty due to workmanship, we will credit the product within 14 business days from receiving the products. Any refunds or exchange offered will be processed when goods have been returned and inspected by the EPCORE team.
If the goods are not deemed to be faulty, a minimum restocking charge of 15% may be applied for products purchased in error.
Validity
Without an RA# we can’t track and process the returns, please ensure that this has been provided before sending this form with the products. No claims will be accepted and no credit issued and the products will not be sent back. All returns must arrive at our return address within 14 calendar days from the date of the RA#.
Products Shipped in Error or Damaged In-Transit
Unfortunately, things do go wrong in the process, and we apologise in advance if the wrong products are shipped in error or damaged. These can be returned for full credit within 5 business days from the date of receiving the products without experiencing restocking fees. Returns after this period will be subject to exchange or may not be processed. Only products with their original unmarked packaging and in resalable condition will be issued for exchange or credit.
The Proof of Delivery (POD) must be signed as “Damaged Goods” acknowledged by the delivery driver. Use the additional notes above to be as specific as possible as this helps to proceed with the return process. Shipments with a POD signed as “Received in Good Order” cannot be claimed as damaged.
Products Purchased in Error by Customer
Return for these products must request an RA# within 14 days of purchase. If the product has left the warehouse a minimum restocking fee of 15% may be applied for products purchased in error. Products purchased in error must be shipped with freight prepaid by the customer. Only products with their original unmarked packaging and in resalable condition will be issued for exchange or credit.
Non-Returnable Products
Due to health policies, we take a non-returnable approach on products like swimwear, unsealed skincare such as sunscreen, jewellery and undergarments. We cannot offer a credit, exchange or refund. Only items purchased through the EPCORE on-line store www.epcore.com.au will be offered a credit, exchange or
refund.