Last updated: July 10, 2026
Shipping Policy | Return & Refund Policy | Privacy Policy | Terms of Service
Return request window
Contact EPELAY within 30 calendar days of confirmed delivery to request a return. Do not send a product back before receiving return instructions.
Unopened filament
An unused spool may be eligible for return when the factory seal and vacuum packaging are intact, the product is in resalable condition and the original packaging, labels and accessories are included.
Opened filament
Opened, unsealed or partially used filament is not returnable for change of mind because moisture exposure and use conditions cannot be verified. Opened filament may still qualify for support when there is a confirmed manufacturing defect, wrong item or shipping damage.
Defective product evidence
For a quality claim, provide the order number, product and color, spool label or batch information, photos or video of the issue, the remaining filament and relevant printer settings. We may ask for a short troubleshooting check before approving a replacement or refund.
Return shipping
For a non-defective unopened return, the customer is responsible for return shipping and safe packaging. If EPELAY confirms a wrong item, shipping damage or manufacturing defect, EPELAY will provide the approved return or replacement process.
Refunds and replacements
After an approved return is received and inspected, we will confirm whether a replacement, store credit or refund applies. Approved refunds are sent to the original payment method. Banks and payment providers may take 5-10 business days to post the credit after it is issued.
Original shipping charges
Original shipping charges are not refundable for a change-of-mind return. They may be refunded when EPELAY confirms that the order was damaged in transit, incorrect or defective.
Non-returnable items
Gift cards, clearly marked final-sale items and products modified by the customer are not returnable except where required by law.
Start a return
Use the Contact Us form and select Shipping and returns. Include the order number and reason for the request.