REFUND POLICY MADE EASY ๐
Not satisfied with your purchase? No worries, we've got your back with easy returns.
First things first, check whether your product is either:
- Empire Branded (Empire in the product name on your invoice/website), or
- Non-Empire branded (no reference to Empire in the product name on invoice/website).
Once you know which your product is, go to the right section below.
EMPIRE BRANDED PRODUCTS
We make returning our products a breeze. Here's what you need to know:
FULL RETURN INSTRUCTIONS: โ๏ธ
- Contact us for a Returns Authorisation Form (here: https://www.empiresuppliesonline.co.uk/pages/returns-form)
- Pack items securely for transit.
- Send back using a reputable courier service. Return items to: Empire Supplies Limited, Bay 14, Meyer Group Limited (VEIL - Amazon), Bromborough, Wirral CH62 3RH.
Refunds are processed within 7 working days of receipt.
MONEY BACK GUARANTEE ๐ฐ
We offer a 30-day money-back guarantee on unused, unopened Empire items returned in their original packaging. You cover return shipping; we absorb the cost of sending to you.
RETURNING PRODUCTS WITHOUT ORIGINAL PACKAGING ๐ฆ
We accept returns of items not in their original packaging with a 35% restocking fee, provided they're unused and returned within 30 days.
BUNDLES ๐
Return all items in a bundle for a full refund. Partial returns receive a partial refund.
DAMAGED GOODS, REPLACEMENTS, AND DEFECTS ๐ ๏ธ
Report damaged or faulty items within 24 hours of delivery for a replacement or full refund.
RETURNING USED PRODUCTS & WARRANTIES ๐
We don't accept returns of used products. Warranties are dependent on the product purchased. Most of our products are sold with parts only warranties (itโs industry standard)
NON-EMPIRE BRANDED PRODUCTS
If itโs not Empire branded, weโre restricted by the terms of our suppliers. Weโll do everything we can to help but need you to fill out the Returns Authorisation Form to start the process (here: https://www.empiresuppliesonline.co.uk/pages/return).
RESTOCKING FEES ๐ฆ
Most non-Empire branded products will charge a restocking fee even for unopened items. Itโs why we say buy Empire branded items where you can.
DAMAGED GOODS, REPLACEMENTS, AND DEFECTS ๐ ๏ธ
Report damaged or faulty non-Empire branded products within 24 hours of delivery for a replacement or full refund.
RETURNING USED PRODUCTS & WARRANTIES ๐
Our suppliers don't normally accept returns of used products. Warranties are dependent on the product purchased. Like with Empire products, commercial catering products are sold with parts only warranties (itโs industry standard).
CUSTOMER SERVICE ๐ฌ
Need help? Reach out to our Customer Service team via live chat or call us at 0151 601 6220.
SPARE PARTS
Customers are responsible for ensuring that all parts ordered are correct and suitable prior to purchase and installation. We strongly recommend that all parts are fitted by a qualified engineer.
As we are unable to verify the handling, installation, or origin of returned spare parts and electrical components, all such items are sold on a non-returnable and non-refundable basis unless agreed otherwise in writing prior to purchase.
Claims for goods damaged in transit or incorrectly supplied must be reported within 24 hours of delivery.
Special order or non-stock items ordered specifically for the customer are strictly non-cancellable and non-refundable unless proven faulty on arrival.
