Refund Policy
We want to ensure that you have a satisfactory shopping experience, and we understand that returns may sometimes be necessary. Please find below our return policy for your reference:
1. Return Period: We offer a 60-day return window from the date of delivery. If 60 days have elapsed since your purchase, we cannot process refunds after this period.
2. Eligibility Criteria: To be eligible for a return, the item must meet the following criteria:
a. Damaged or Defective Products: A full refund or replacement is provided for items that arrive damaged within 60 days of delivery. Photo or video evidence is required for validation before a refund is issued. Please get in touch with our customer support team with photo or video evidence of the damage so we can assist you as quickly as possible. Typically, customers do not need to return the damaged product to receive a refund or replacement.
b. Unused and Undamaged: The item should be in unused and undamaged condition. It should not show any signs of wear, tear, or alteration. Please provide customer support with evidence of the required product.
c. Original Packaging: The item must be returned in its original packaging or similar protective packaging to prevent damage during transit.
d. Specific Product Eligibility: Certain products may have specific eligibility requirements due to their nature, such as hygiene products, perishable goods, or personalized items. For more information regarding the eligibility of specific products, please contact our customer support.
e. Order Cancellation: A full refund is available for orders canceled before processing and shipping. However, certain orders like Print-on-demand and preorder inventory cannot be canceled after payment.
3. Return Process: If you wish to initiate a return, kindly follow these steps:
a. Contact Customer Support: Within the 60-day return period, reach out to our customer support team via email or phone. Provide your order details and the reason for the return. Our support team will guide you through the process.
b. Approval and Instructions: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions on how to proceed with the return.
c. Secure Packaging: Pack the item securely in its original packaging or similar protective packaging to ensure it remains undamaged during transit. Please make sure to include the RMA number on the package.
d. Shipping: You are responsible for the return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping method to ensure the item's safe return.
4. Inspection and Refund Process: Upon receiving the returned item, our team will inspect it to ensure it meets the eligibility criteria. If approved, we will initiate the refund process. Here are some important points to note:
a. Refund Method: The refund will be processed using the original payment method used for the purchase.
b. Refund Coverage: The refund will cover the cost of the returned item(s) but will exclude any shipping or handling charges.
c. Processing Time: Depending on your payment provider, it may take some time for the refund to reflect in your account.
5. Exchanges: If you wish to exchange an item, please follow the return process as outlined above and then place a new order for the desired item. This will ensure a faster turnaround time for receiving the product you want.
6. Non-Returnable Items: Certain items are non-returnable, including but not limited to gift cards, downloadable software, and items marked as final sale or clearance. Please review the product description or contact our customer support for more information on non-returnable items.
7. Refunds for Cancelled/Unshipped Orders:
If an order is cancelled before shipment, we will issue a prompt refund. Depending on the payment method, this typically means within 7 business days (or within one billing cycle for certain credit refunds).
We strive to provide excellent customer service and will do our best to accommodate your return requests within the specified guidelines. If you have any further questions or concerns about our return policy, please don't hesitate to contact our customer support team.
8. Business Days & Weekend Orders:
Our estimated delivery timeframe of 7–12 business days refers to business days only, excluding weekends and public holidays.
Orders placed on weekends or public holidays may begin processing immediately or on the next business day. Once an order has entered processing, been fulfilled, or shipped, we are unable to cancel the order or issue a refund due to delivery timeframe preferences, change of mind, or the customer needing the item sooner.
If you wish to cancel an order, please contact us immediately at support@empirevaults.co. We will do our best to help, but cancellations are not guaranteed once processing has started.
9. Delivered Orders / Missing Packages
Once an order has been marked as “Delivered” by the shipping carrier, we consider the order successfully delivered to the shipping address provided at checkout.
If the customer cannot locate the package after it has been marked as delivered, we recommend checking the delivery area, mailbox, reception, building management, neighbours, household members, or contacting the local delivery carrier directly.
Please note that we are not responsible for packages that are marked as delivered by the carrier but are lost, misplaced, stolen, or collected by another person after delivery has been completed.
We also do not control whether the delivery carrier provides a photo of the delivery location, doorstep, mailbox, building, or home. Delivery photos, GPS scans, and proof-of-delivery details are handled by the local shipping carrier and may not always be available.
If a package is marked as delivered but cannot be found, please contact us at support@empirevaults.co within 7 days of the delivery date. We will do our best to assist with checking the tracking information and helping you start an investigation with the carrier, where possible.
Refunds or replacements are not guaranteed for orders confirmed as delivered by the carrier, unless the package is confirmed lost due to a shipping or fulfilment error.