Returns and refunds
What to do if something is wrong with your order, and how refunds work.
Version 3. Effective date: 22 October 2026. This page forms part of our Terms of Sale. Your rights under Jamaican consumer law are not reduced by anything on this page.
Refund policy at a glance
If something is wrong with your order, tell us within 7 days of delivery and we will repair, replace or refund it. Damage or a missing item must be reported within 48 hours of delivery. Approved refunds are paid to the original payment method within 14 days. Software licences and other digital items that have been delivered or activated are refunded only if they are faulty or not as described. Full details are below.
1. If your order is faulty, damaged or the wrong item
We accept returns only where an item is faulty, damaged or not the item you ordered. Please tell us within 7 days of delivery, by raising a ticket or emailing admin@epohjm.com, with your order number and photos. Visible damage or a missing item must be reported within 48 hours of delivery, with photos. We will repair, replace or refund. If the problem is ours, you do not pay for return delivery.
Nothing in this page takes away any right you have under Jamaican law that cannot be excluded by agreement.
2. Change of mind
We do not accept returns where you have simply changed your mind. Please check the item, the specification and the price before you order.
3. How to return an item
Contact us first. We will tell you how to return the item and where to send it. Please keep the item and its packaging safe until we confirm.
4. If a price or availability changed
If we verify your order and the price or availability is different from what was shown, we contact you before dispatch. If you choose to cancel, or we cannot supply the item, you receive a full refund of what you paid, including delivery charged, to the original payment method.
5. Refund timing
Once we approve a refund, we pay it to the original payment method within 14 days. Your bank or card issuer may take additional time to show it. The card processing fee shown on your order is refunded when we cancel your order or cannot supply it, and where a refund is due because an item was faulty, damaged or wrong.
6. Services
For services, including ePOHASSIST plans and hosting, if work has not started we refund what you paid. Once work has started, we do not refund what you paid for that work. Our Service Agreement sets out the details.