Refund policy

 

If items are damaged in transit, that must be reported to us immediately so that we can follow up as we hold insurance to cover this within Australia. In that case we will gladly provide a replacement at no charge and arrange to have the damaged item(s) returned to us. We may ask your co-operation in this by providing you with a Reply Paid Postal account Number for you to take back to the post office, or in signing off on a return con-note that the pick up driver will provide before we can provide a replacement item.

If the fault is not due to freight, our normal policy is to ask for a regular envelope size sample of the damage together with an emailed image and Purchase Order / Invoice Number it pertains to (proof or purchase) to be sent to us in order to put through a claim.

Delivery, Inspection and Claims (Missing or Damaged Items)

• Please inspect your order upon delivery or pickup. If any item is missing, incorrect or damaged in transit, you must notify EMP within 7 days of the delivery date (as shown by the carrier tracking) or the pickup date.
• How to notify us: email us at customercare@empind.com.au with your order number, a description of the issue, and clear photos of:
  • The outer packaging and shipping label, and
  • The internal packaging, and
  • The affected item(s) and any damage.
• Please keep all packaging and the affected item(s) until we advise next steps. We may arrange a return, replacement, or refund/credit, as appropriate.
• Claims made after 7 days may not be accepted because carriers require timely lodgement of transit claims.
• Click & collect: you have 7 days from pickup to notify us of concealed shortages or damage.
• Exclusions: normal wear, minor cosmetic imperfections not affecting function, and any items used contrary to product care guidelines. For hygiene reasons, used yoga mats and bolsters cannot be returned.

Unused items with factory seals may be returned for exchange or store credit up to 30 days from purchase. Products returned without our prior approval may be refused and will not be credited. We reserve the right to charge a re-stocking fee, a minimum of $20 or 15% whichever is the greater. We do not accept returns on any used, superseded, customised, AS IS, special order, discounted or sale items, nor any video, book, cd, cassette tapes, blown up balls, broken items etc. We reserve the right to refuse to take back goods which may have been subjected to unhygienic conditions

We ask you to please check the suitability of the material for your purpose before you sew or glue it to another product. All claims to be submitted in writing with full contact details. Faulty product claims should be accompanied by an image being emailed to us via the contact form together with proof of purchase. Images taken with a basic camera such as a mobile cell phone are acceptable.

We do not accept returns on international orders. Additional freight fees may be charged after order processing if information is not accurate. Shipping charges are not refundable. It is your responsibility to insure the goods during return as we cannot take responsibility for items that are lost in the post or damaged when being returned. Please allow at least 2 working weeks for your return to arrive and a replacement to come back to you before calling or emailing us to query the transaction.