Refund & Returns Policy
Your satisfaction is our priority. If something isn't right, we'll make it right.
14-day returns
Not happy with your purchase? Return within 14 days for a full refund.
Returns authorisation
Contact us first for a returns number before sending any items back.
Friendly team
Call us on 0330 043 4583, available 7 days a week.
Fast refunds
Refunds processed within 14 working days of receiving your return.
Returns & Refunds
We want you to be completely happy with your purchase. If you’re not, you may return eligible items within 14 calendar days of the delivery date. To qualify for a refund, products must be unused and in their original condition, with all labels, tags and packaging intact.
Returning an unwanted item
You have 14 calendar days from delivery to notify us that you wish to return an item, and a further 14 days to get it back to our warehouse. Full refunds require the item to be in perfect condition with undamaged original packaging.
The returns process
A Returns Authorisation is mandatory before sending any goods back. Please email us at [email protected] with your order number and the items you wish to return, and we’ll issue your returns number and instructions.
Shipping costs
For unwanted items, you are responsible for the return shipping costs and must use a tracked service. Alternatively, we can arrange collection on your behalf, with the cost deducted from your refund.
Refund timeline
Once your return arrives, we allow 5–7 working days to inspect the items. Approved refunds are processed within 14 working days of receipt, with up to a further 5 working days for the payment to post to your account. Unauthorised returns may take up to 30 days to process.
Delivery Issues
Please report any delivery problems within 72 hours of receipt. Where possible, note any visible damage on the delivery receipt before signing. Missing items identified during assembly will receive immediate replacement parts.
Damaged or Faulty Items
If your item arrives damaged or develops a fault, contact us within 72 hours with photos and a description. Depending on the situation, we’ll arrange a replacement, repair or full refund — including arranging collection where needed.
Where to Return Items
Empire Home & Garden Ltd, Polydon Park, Radiance Road, Doncaster DN1 2TE.
Need a Hand?
Our friendly team is available 7 days a week. Call us on 0330 043 4583 or email [email protected].