Yes. You have 14 calendar days to notify us of your intention to return, followed by a further 14 calendar days to ensure we receive the item. Items must be in perfect condition with undamaged original packaging to qualify for a full refund.

Before returning goods, we must issue a Returns Authorisation. Contact us at [email protected] with your order number and the items you wish to return.

Return shipping costs for unwanted items are the customer’s responsibility. All returns must be sent via tracked service – we cannot accept responsibility for untracked returns. Alternatively, we can arrange collection with costs deducted from your refund.

The returns address will be provided on your Returns Authorisation form once your return is approved.

We process refunds within 14 working days of receiving your return at our warehouse. Items are inspected for condition and damage before refund approval. Refunds are issued to your original payment method and may take up to 5 working days to appear in your account.

Important: Returns without clear Returns Authorisation numbers may take up to 30 days to process.

Report any delivery issues within 24 hours of receipt. If packaging appears damaged upon arrival, note this on the delivery receipt before signing.

On delivery: Report missing items within 24 hours of delivery. Empire Home and Garden is not responsible for items missing from unsigned deliveries.

During assembly: Report missing parts with part numbers from the assembly manual. Replacement parts will be dispatched immediately.

Report damaged goods within 24 hours of delivery. Recipients must check for transit damage and note any issues on the delivery receipt. Without delivery receipt notation, we cannot claim from carriers or replace damaged items.

Manufacturing faults will be replaced free of charge. Transit damage will be replaced at no cost when properly documented. For substantial damage requiring full refunds, Empire may request customer disposal rather than collection.

Important: Once you accept an order, you lose the right to reject goods within 14 days unless the item is altered or you continue using it after registering a complaint.

Refusing delivery incurs reasonable return administration and cancellation fees, plus loss of original shipping costs. These fees are deducted from refunds issued once goods return to our warehouse.