Change & Refund

If there's a problem with your order, please email us & contact via whatsapp right away and we'll do what we can to make it right. Please include your order number and the reason for your return. We will review your request and issue you a return authorization upon approval and provide you with the mailing address for your return via e-mail. 

You can return your items within 14 days of receiving your order.

Returns made within 14 days of the receiving date will be issued a full refund to the original payment method.

For exchange, once the return is accepted, make a separate purchase for the new item.

We only ask for the items you are returning to be in original condition and unused, unwashed or not defective. Please use equivalent protective packaging if the original packing is destroyed or disposed of, to keep the carpet protected during transportation. Unfortunately, we cannot accept any returns that do not meet these requirements. Epoca Carpet is not responsible for the lost or damaged items through a return. 

Return shipping costs are the responsibility of the buyer. 

Damage sometimes occurs in the shipping process, though we do our best to make sure all items arrive in perfect condition. All damage must be reported within 48 hours of receiving the item. Please save all packaging and email us right away. 

We try and process returns as quickly as possible. Once the return is accepted it will be ready for the refund. We will refund your money to the payment method for the purchase. You will receive an e-mail notification once the refund is issued. It may take up to 3-5 business days for the refund to appear on your online statement depending on your bank.