Refund policy
Returns & Refund Policy
Returns
If there is a problem with your order, please contact us at info@embertonimperial.com and we will work with you to find an appropriate resolution.
Returns may be accepted where required by applicable consumer protection laws, including where goods are faulty, damaged, not as described, or incorrectly supplied.
We do not generally accept returns for change of mind, buyer's remorse, or unwanted items, except where required by law or otherwise agreed at our discretion.
To request a return, please contact us before sending any items back. We will provide instructions on how and where to return eligible items.
Items returned without prior authorisation may result in delays in processing your return.
EU Consumer Right of Withdrawal
If you are a consumer resident in the European Union, you may have the legal right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason, subject to applicable legal exceptions.
You may exercise your right of withdrawal by using our online withdrawal form or withdrawal button
Once you have notified us of your decision to withdraw, you must return the goods within 14 days.
Customers should take reasonable care of the goods while they are in their possession. We reserve the right to make deductions from any refund where the value of the goods has been diminished by handling beyond what is necessary to establish their nature, characteristics and functioning.
Damaged, Faulty or Incorrect Items
Please inspect your order upon receipt and contact us as soon as possible if an item is defective, damaged, not as described, or if you receive the wrong item.
We will assess the issue and, where appropriate, arrange a replacement, repair, refund, or other suitable remedy in accordance with your statutory rights.
Non-Returnable Items
Certain items cannot be returned where permitted by law, including:
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Personalised or custom-made products;
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Sealed goods which are unsuitable for return for health protection or hygiene reasons once unsealed;
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Perishable goods;
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Hazardous materials, flammable liquids, or gases.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Sale Items and Gift Cards
Gift cards cannot be returned, refunded, or redeemed for cash except where required by law.
Sale or discounted items may still be returned where required by applicable consumer protection laws.
Exchanges
The quickest way to obtain a different item is to return the original item, where eligible, and place a new order.
Return Shipping Costs
Unless the item is faulty, damaged, incorrectly supplied, not as described, or otherwise required by applicable law, customers are responsible for the direct cost of returning goods.
Where an item is faulty, damaged, incorrectly supplied, or otherwise eligible for a remedy under applicable consumer protection laws, please contact us before returning the item so that we can arrange an appropriate resolution.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method without undue delay.
For EU consumers exercising a valid right of withdrawal, refunds will be processed in accordance with applicable consumer protection laws and no later than 14 days after receipt of the returned goods or evidence that they have been returned.
Please note that it may take additional time for your bank, card issuer, or payment provider to process the refund after it has been issued.
Nothing in this policy affects any statutory rights available to consumers under applicable law.
