EPISODE Mug

7-Day Cooling Off Period
• Cooling off period does not equate to a trial period. Returned items must be in brand new condition with original complete packaging (including the product itself, accessories, gifts, warranty, original package (bags, boxes, paper), and all accompanying documents). Maintain product’s original state (no odor, stains, damage, modifications, etc.) and complete packaging (outer and inner packaging, sealings, accompanying documents, gifts, etc.)
• Applications for return/exchange must be made within the limited period.
• 7-day period begins the day after the product's signature confirmation/pick up.
• Not applicable to overseas customers.

Definition of Defective Items
• Delivery of wrong products.
• Product came stained, damaged, or without necessary accessories or parts.

Nondefective Items
• Color variation: product pictures are photographed from the actual product but colors may differ due to computer screen settings, photography lighting, and other factors.  There may be a slight difference between pictures and physical products.
• Size: 1-3cm dimension error, manual measurement, is normal.

Return/Exchange Restrictions
• Exceeding the 7-day cooling-off period.
• Product has been opened and used, or damaged due to personal factors, examples include stains, malfunctions, damage, wear, abrasions, scratches, or dirt. 
• Returned product package is damaged or incomplete, or without invoice/receipt or accessories.
• Malicious or mass returns.
• Irrational reasons such as “not suitable,” "dislike,” etc.

Returns/Exchanges
• Customers are responsible for exchange shipping. Products may only be exchanged once and with the exact same product and style. If there is a product shortage or for some other reason cannot be shipped, other arrangements will be made.
• Returned items must be in brand-new condition with original packaging.
• Partial returns only require the return of unnecessary/unneeded items.
• Order shipping fee will be deducted from the total refund; if the original order was placed with free shipping, shipping fee will be deducted from the refund total.

Customer Service for Return/Exchange
• Within the 7-day cooling-off period, customers may contact us through customer service messages or email MKT@hotelepisode.com. Please provide your name, order number, phone number, product name, reason for exchange/return, as well as evidential pictures.
• After submitting a return/exchange application, customer service will respond by mail or cell to confirm the follow-up process. If the product needs to be returned, the product must be returned with its invoice and shipping details. Follow-up procedures will be conducted once the product has been received and inspected.
• If you choose to use the product package as the return package causing the product to be damaged during shipping, the product will be deemed as used and cannot be exchanged/returned.

Items will arrive 3-5 working days after shivpping with either Black Cat Home Delivery or Family Mart pickup services without payment.