All Returns Requests are to be submitted online where you will be asked to provide proof of purchase by entering the invoice number, invoice date and customer code relating to the product to be returned. All this information can be found on the invoice provided to you at the time of shipping. If you are not able to find a copy of your invoice, log in to retrieve a copy, or contact us with your details. Please include order number, part number, company/contact name and approximate purchase date to help us locate a copy of your invoice.
For all approved returns due to failure or error on EMPR’s behalf, a free shipping label will be provided. For all other approved returns, you are responsible for the cost and risk of return shipping. If the item is not received by EMPR, we will be unable to process a credit.
If the returned item does not meet the conditions of this policy or those listed on your approved return request, your return will be declined, and you will be responsible for the cost of receiving your goods back. Alternatively, you can choose not to have the item returned.
Refunds will be issued via the original payment method and processed within 2 business days as per Section 13 of our Terms and Conditions.
If a restocking fee was charged, it will be deducted from the refund amount.
Items that are non-returnable include software, custom ordered parts, and items specified as non-returnable on the product page.
Returns from customers outside Australia but within the South Pacific Region may be subject to additional customs duties and taxes.
All Returns Requests are subject to this Returns Policy and the Terms and Conditions of EMPR Australia Pty Ltd. Further information can be found in our Help section.
This Returns Policy is subject to change without prior notice and any updates will be reflected on our website. Customers are encouraged to review this policy periodically.
Click here to submit a Returns Request
Warranty Returns
All EMPR products come with guarantees that cannot be excluded under the Australian Consumer Law and are sold with a minimum warranty period of 12 months from the invoice date. If the product purchased directly from EMPR has failed within its warranty period, you are entitled to a replacement or refund. Please submit a Return Request. See EMPR’s Terms and Conditions for further details.
All Other Returns
Products purchased directly from EMPR are returnable under the following circumstances:
- The product quoted by EMPR is incorrect (ensure you have the quote information for reference).
- The product received is damaged.
- The product in the box is not the same as listed outside the box.
- The product received is not the same as listed on your order confirmation.
You may still submit a Return Request outside the above list. Your reason will be reviewed and likely approved if the product is stocked by EMPR or can be returned to its supplier. Based on the reason and ability to accept the return, a restocking fee of $33.00 (incl. GST) or 30% (incl. GST) of the part’s purchase price (whichever is greater) may apply. This will be advised when EMPR accepts your request. Submitting the return confirms your acceptance of the fee.
All Return Requests must be submitted within 5 days of receiving the product unless otherwise stated in the Terms and Conditions.
