1. Order & Delivery
If you are a Consumer based in the UK (and not a Business or Commercial Organisation – see below) you have the right to change your mind and cancel your order for a refund, exchange or credit anytime for up to 14 days from date of delivery.
Once despatched, if you have ordered the wrong item by mistake or simply have changed your mind, we will allow you 14 days from the date of your delivery to notify us if you wish to return your product/s back to us (excludes Business customers) subject to the following conditions and returns process:
For all Returns:
1.1 – You must cancel in writing by emailing us at customerservices@empireelectro.co.uk within 14 days from delivery of the goods.
1.2 – To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order your wish to cancel and, where available, your phone number and email address.
1.3 – The product must not have been used or installed or had any data inputted.
1.4 – If you have opened the goods to inspect them, you must have done so with due care and must be re-packaged “as new” in their original packaging along with all unopened accessories, instruction manual and any leads supplied, and any other free gifts provided with the order.
1.5 – Once authorised by us (we will issue you a Returns Authorisation), you should return the goods back to us at your cost and risk no later than 14 days from Returns Authorisation.
1.6 – We will reimburse you the price paid of the cancelled goods within 3-5 working days from their return to us provided they are in a re-sellable “as new” condition.
1.7 – The value of refund includes the cost of our standard delivery service (except for any supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
1.8 – We may make a deduction from the refund for any loss in value if goods returned are not in “as new” condition” or have been used / installed or have any missing accessories / manuals / leads etc.
1.9 – Unless faulty or damaged, we cannot accept returns under this policy of the following:
1.9.1 – Personalised product or for products ordered to your individual specifications
1.9.2 – Any personal hygiene products such as toothbrushes, shavers, headphones etc.
1.9.3 – Goods ordered by a Business or a Commercial Enterprise (sales and invoices to businesses)
2. Returns and Cancellations Charges
Refused and Non-delivered items returned to us due to no fault of ours or our Delivery Company are treated as “Returns” and you will be liable for the costs of refused delivery and return of the goods back to us. The following charges will apply
2.1 – Cost of return of a non-delivered standard kitchen appliance including small appliance starts from £9.99 – please contact our customer services team for costs of other items.
2.2 – Cancelled or Changes to Delivery after accepting the booking but prior to despatch from our couriers, you will be liable for cost of these changes at a cost of £49.99
3. Returns Procedure
If you wish to return any unwanted items under the terms of our 14-day Returns Policy, please follow the procedure below. Please do not return any items back to us without prior authorisation from our Customer services team.
3.1 – You must email us for a return’s authorisation to customerservices@empireelectro.co.uk within 14 days from delivery. You must include details of your name, geographical address, details of the order you wish to cancel and return, your phone number and contact email address.
3.2 – Once we have agreed your return in principle, we will issue you a Returns Authorisation Number (RMA) and email you a Returns Form along with instructions on how and where to return your item.
3.3 – We will contact you upon return of your product to arrange a refund or credit subject to the terms and conditions of our Returns Policy.
3.4 – Under certain circumstances, we will be happy to collect any unwanted Major Kitchen Appliance and Large Screen Televisions from you provided that the product is still in its original UNOPENED box and packaging.
3.5 – Typical return cost of a standard kitchen appliance (i.e. washing machine) is £99.00 from UK Mainland Addresses.
3.6 – Typical return costs of large screen TVs (65″ and above) start from £99.00 from UK mainland addresses.
3.7 – Additional charges apply to larger bulkier items like American Fridge Freezers and / or Range Cookers as well as collections from remote areas like Scotland, Scottish Highlands and Offshore addresses.
3.8 – We will be happy to quote you our costs for the collection and return of other items – please contact our customer services team by emailing customerservices@empireelectro.co.uk
3.9 – Please allow 3-5 working days for our returns department to inspect and process the return.
3.10 – In most instances, we will refund you using the same method you used to pay for your order – within 7-10 working days from receipt of the goods.
3.11 – Typical instances where we reserve the right to make a deduction from the refund or credit value or refuse to accept the return:
3.11.1 – If the product and the packaging is not in “as new” pristine condition as supplied to you.
3.11.2 – If you have used or installed or plugged in your equipment in any way.
3.11.3 – If there are missing items and accessories (inc. packaging) from your return
3.11.4 – Instances where the goods are returned damaged, worn, scratched, used, installed, modified, or missing any of the supplied equipment including but not limited to accessories, manuals, leads, batteries, stands, filters, screws, screens, manuals.
3.11.5 – In certain circumstances, if goods returned are not “as new and unused”, we reserve the right to return them back to you with an administration charge of £49 plus our cost of dispatch / delivery.
3.11.6 – Under the above circumstances, we will email you and inform you of the deductions and reasons within 10 working days from the date of return of your item.
3.11.7 – For unused items returned back in a “not as new” condition – we have a MIN deduction of £5 to cover our costs and losses we may incur with the return and resale value of the item.
3.11.8 – For used / installed items returned under this policy – we have a MIN deduction of £10 to cover our costs and losses that we may incur with the return and resale value of the item.
3.11.9 – Incomplete items and missing accessories – we have a standard administration charge of £15 to cover our costs PLUS the cost of the missing accessories and/or packaging.
3.12 – To report an Item that is faulty within the guarantee period, email customerservices@empireelectro.co.uk or contact the manufacturer service, details of which are normally enclosed with the instruction book. All KG products have a 12 month one to one exchange policy for faulty items.
4. Method of refund – To the same form of payment used to make purchase i.e Credit Card, BACS etc
