Customer Satisfaction Guaranteed

Refund & Return Policy

We stand behind every jar. If something isn't right, we'll make it right.

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Last updated: June 2025

At Epoka Global, every batch of our premium New Zealand honey is carefully inspected before dispatch. However, if you receive a product that is damaged, defective, or incorrect, we are committed to resolving it quickly and without hassle. Please read this policy carefully before raising a return or refund request.

1 Our Promise

We stand behind the quality and authenticity of every product we sell. If you are not satisfied with your purchase for a reason covered under this policy, we will offer a refund, replacement, or store credit — whichever you prefer — provided the conditions below are met.

Note on food products: Due to the nature of consumable goods, we are unable to accept returns of opened or partially used products unless they are genuinely defective. This policy is in place to maintain the safety and integrity of our products for all customers.

2 Return Eligibility

Please check whether your situation qualifies for a return:

Eligible for Return
  • Product arrived visibly damaged or broken
  • Wrong item delivered
  • Product is defective (e.g. tamper seal broken on arrival)
  • Significantly different from website description
  • Order missing items
Not Eligible for Return
  • Opened or partially consumed product
  • Change of mind after delivery
  • Minor packaging variation (not defect)
  • Request raised after 7 days of delivery
  • Product not purchased from our website

3 Return Timeframe

Return or refund requests must be raised within 7 days of the delivery date shown on your tracking record. Requests raised after this window will not be eligible, except in exceptional circumstances at our sole discretion.

  • The 7-day window begins on the date the delivery is confirmed by our logistics partner.
  • If your tracking shows delivered but you have not received the parcel, please contact us within 48 hours of the expected delivery date.

4 How to Initiate a Return

Follow these steps to raise a return or refund request:

Step 1 — Document the issue

Take clear photographs of the product, its packaging, and any visible damage. This is required for all claims.

Step 2 — Email us

Write to us at support@epokaglobal.com with your order number, a description of the issue, and the photographs attached.

Step 3 — Wait for review

Our team will review your request within 2–3 business days and respond with a decision or request for additional information.

Step 4 — Return the product (if required)

If a physical return is needed, we will arrange a pickup or provide a return shipping label at no cost to you.

Step 5 — Receive your refund or replacement

Once the return is received and verified, your refund or replacement will be processed promptly.

5 Types of Refunds

Depending on your preference and the nature of your request, we may offer:

  • Full refund to original payment method — For valid claims, the full order value (including any applicable taxes) is refunded to the original payment source (UPI, card, net banking, etc.).
  • Replacement product — We will reship the correct or undamaged product at no additional cost.
  • Store credit — An equivalent credit may be added to your Epoka Global account for future purchases, if you prefer.

Shipping charges paid at the time of the original order are non-refundable unless the return is due to our error (wrong item, defective product).

6 Refund Timeline

Once your refund is approved and processed on our end:

  • UPI & net banking — Refund credited within 5–7 business days.
  • Credit / debit card — May take 7–10 business days depending on your bank's processing cycle.
  • Wallets — Typically credited within 3–5 business days.
  • Store credit — Reflected in your account instantly upon approval.
Delays: If you have not received your refund within the stated timeframe, please first check with your bank, then contact us at support@epokaglobal.com.

7 Damaged in Transit

If your order arrives damaged due to transit handling, please do the following:

  • Do not discard the damaged packaging — we may require photographs of both the product and the outer packaging.
  • Photograph the damage immediately before opening or consuming the product.
  • Contact us within 48 hours of delivery for transit damage claims — delays in reporting may affect our ability to claim from the courier and therefore impact your resolution.

Transit damage claims will result in either a full replacement or refund, including any shipping charges.

8 Non-Returnable Items

The following cannot be returned or refunded:

  • Opened or partially consumed honey products (unless genuinely defective).
  • Gift sets that have been unwrapped and opened.
  • Products purchased during clearance or non-returnable promotional events.
  • Free gifts or bonus items included with an order.
  • Digital products such as e-gift vouchers or subscription credits once used.

9 Exchanges

We do not currently offer direct product exchanges (e.g. swapping one variant for another) except in cases where an incorrect item was delivered. If you would like a different product, we recommend requesting a refund and placing a new order.

If you received the wrong item, we will arrange collection and reship your correct order at no charge.

10 Contact Us

Our customer support team is always here to help. For any return, refund, or order-related query, reach out to us.

Epoka Global – Customer Support

Always include your order number and photographs (where applicable) when emailing us. We respond within 1–2 business days.

support@epokaglobal.com