Refund policy
Returns & Exchanges
We are committed to providing an exceptional shopping experience and ensuring your complete satisfaction.
1. 30-Day Evaluation Period
You have 30 calendar days from the date of delivery to request a return. To maintain our high standards of quality control, eligible items must be in their original, pristine condition: unused, unopened, with all original packaging and protective seals fully intact.
2. Quality Assurance Standards
To ensure the integrity of our inventory for all clients, we cannot accept returns on items where the factory seal has been broken or tampered with. Items designated as "Final Sale" and digital gift cards are also ineligible for return.
3. Shipping & Processing
- Standard Returns: For change-of-mind returns, clients are responsible for the return shipping costs to our Queensland distribution center. Original shipping fees are non-refundable.
- Service Guarantee: If your order arrives with a manufacturing defect or is incorrect, please contact Help.empireroyals@gmail.com within 48 hours with supporting photographs. We will expedite a replacement or full refund at no additional cost.
- Restocking: We believe in transparent pricing; therefore, we do not charge any restocking fees ($0.00 USD).
4. The Return Concierge
- Contact our support team at Help.empireroyals@gmail.com with your order details.
- Upon authorization, please dispatch your return to: 66 Windemere Rd, Alexandra Hills QLD 4161, Australia.
- Following a formal inspection (typically within 3 business days), approved refunds are processed back to your original payment method within 10 business days.