Returns and refunds
Whether you need to return an unwanted item, report an incorrect product or ask about a refund, use this page to find the correct route and submit your request.
Choose the right type of support
Using the correct form will help us send your request directly to the appropriate team.
Unwanted or unsuitable item
Use the returns form below if an unused product is no longer required or is unsuitable for your intended location.
Complete returns formDamaged, missing or incorrect delivery
If your order arrived damaged, incomplete or incorrect, use our dedicated delivery issue form as soon as possible.
Report a delivery issueProduct fault or warranty claim
If equipment has developed a fault after delivery or use, submit a warranty request rather than an unwanted return.
Visit warranty supportBefore returning an item
- Complete the returns form and wait for approval from our Customer Services team.
- Do not send goods back until you have received return authorisation and the correct return instructions.
- Keep the product unused and retain all original packaging, accessories, manuals and fixings.
- Pack the item securely. The customer is responsible for goods while they are being returned.
- Use a reputable, trackable and appropriately insured carrier.
- Include the return authorisation details supplied by our team.
Do not return goods without authorisation
The correct return address can depend on the product and supplier. Goods sent without authorisation, or sent to the wrong address, may be delayed or refused. Please wait until our team confirms where and how the item should be returned.
Submit a returns request
Provide your order and product details below. Completing this form does not automatically approve the return; our team will review the request and contact you.
Returns and refunds guide
A plain-English summary of the existing Empire Supplies returns process.
What is the return process?
- Complete the returns request form on this page.
- Wait for our team to confirm whether the return is authorised.
- Follow the return address and packaging instructions provided.
- Arrange return transport using a reputable and insured carrier.
- Keep your tracking information until the return has been inspected and completed.
Customers are responsible for return transport costs unless Empire Supplies confirms otherwise or the wrong product was supplied.
What applies to Empire-branded products?
30-day money-back guarantee
Empire-branded products may be returned within 30 days under our money-back guarantee when they are unused, unopened and in their complete original packaging. The customer is responsible for the return transport costs.
Items without their original packaging
An unused Empire-branded item returned within 30 days without its original packaging may be accepted subject to approval, inspection and a 35% restocking charge.
Bundles
All products included in a bundle must be returned to receive a full bundle refund. If only part of a bundle is accepted for return, any refund will reflect the items retained by the customer.
What applies to non-Empire products?
Returns of non-Empire-branded products are subject to approval and may also be affected by the relevant supplier’s return requirements.
Restocking or handling charges may apply even when an item is unused and unopened. Complete the returns form before arranging transport so that we can confirm whether the return can be accepted and advise you of any applicable charges.
Can I return a used or installed product?
Products are not supplied on a trial basis. Unwanted items that have been used, installed or altered will not normally qualify for an unwanted return.
If the product has developed a fault, do not use this as an unwanted return request. Visit our Warranty Support page so that the fault can be assessed under the applicable warranty process.
What if my order arrived damaged or incorrect?
Transit damage, missing items and incorrectly supplied products should be reported through our Delivery Support page.
Please report visible damage within 24 hours of delivery wherever possible. Take clear photographs of the packaging and product, keep all packaging materials and do not install or use a damaged item unless advised otherwise.
Can spare parts be returned?
Customers are responsible for checking that every spare part is correct and suitable before ordering and installation. We strongly recommend that parts are identified and fitted by a qualified engineer.
Because we cannot verify the handling, installation or origin of returned spare parts and electrical components, these items are non-returnable and non-refundable unless otherwise agreed in writing before purchase.
Goods damaged in transit or supplied incorrectly must be reported within 24 hours of delivery.
Can special-order products be cancelled or returned?
Special-order and non-stock products ordered specifically for a customer are non-cancellable and non-refundable unless they are proven faulty on arrival or Empire Supplies agrees otherwise in writing.
If you are unsure whether a product is a special-order item, please contact us before placing the order.
When will my refund be processed?
Authorised returns must be received and inspected before any refund is approved. Approved refunds are normally processed within seven working days after receipt and inspection.
Any applicable return transport, restocking or handling charges will be considered when the refund is calculated. The time taken for the funds to appear after processing will depend on the original payment provider.
