Refund policy

Return & Refund Policy

Last updated: March 2026

At Epilogue, we are committed to delivering precision-manufactured products and realization services that meet the exact specifications agreed upon at the time of order. Due to the bespoke and project-based nature of our work, our return and refund policy reflects the professional standards of B2B procurement.

Eligible Returns

Returns are accepted under the following conditions:

  • The delivered product does not match the confirmed order specifications (e.g., incorrect dimensions, materials, or configurations)
  • The product arrives damaged or defective due to a manufacturing error on our part
  • The product arrives damaged due to a logistics or transit incident (please note: transit damage claims must include photographic evidence of both the packaging and the product)
  • A discrepancy exists between the quantity shipped and the quantity invoiced

All eligible return claims must be submitted in writing within 7 business days of delivery to operations@epilogue.world, accompanied by photographic documentation and the original order reference number.

Non-Returnable Items & Services

The following are non-returnable and non-refundable:

  • Bespoke or custom-fabricated orders produced to client-approved specifications
  • Prototyping and design services once work has commenced
  • Sourcing and procurement services once supplier orders have been placed
  • Digital deliverables, technical drawings, or CAD files

Return Process

  1. Submit a return request to operations@epilogue.world with your order number, a description of the issue, and supporting documentation.
  2. Our team will review and respond within 3 business days.
  3. If approved, we will first arrange a replacement shipment to the original delivery address. If a replacement is not feasible (e.g., due to material availability or lead time constraints), a full refund will be issued instead.
  4. Where a refund is applicable, it will be processed within 10 business days of receiving the returned goods and completing inspection.

Refunds

Approved refunds will be issued in the currency of the original invoice, to the original payment method. Shipping costs are non-refundable unless the return is due to a manufacturing error by Epilogue. Transit damage claims will be assessed on a case-by-case basis, and shipping cost refunds in such cases are subject to carrier liability outcomes.

Governing Law

This policy is governed by the laws of Thailand. Any disputes shall be resolved in accordance with applicable Thai commercial law.