Return & Refund Policy – Empava Appliances

Return & Refund Policy

BEFORE RETURN

Please remember to contact our customer service to confirm your return address as we have different return addresses for different returning products.

Telephone: (888) 682-8882
Email: Support@empava.com

 

RETURN PROCESS

You are entitled to contact our customer service team to ask for a return for an item(s) within 30 days of delivery for a refund. (we will refer to the item delivery date on the shipping info). Please note that returns outside of the 30-day return window will not be accepted. We promise to respond to your return request within 2 business days.

General Returns

To qualify for a general return, the item(s):

Must be in resalable condition

Must be free from scratches and/or defects

Must not have been installed

Must be in the original manufacturer’s box and packaging and be free of writing.

Must not be missing pieces

To initiate a general return, please address your reason.

Don’t like

Order By Mistake

Change Idea

Don’t need anymore

Found More Affordable One

Product Size Doesn't Fit ( Please check if our product size meets your needs before ordering)

Defective Return

To qualify for a defective return, one of the following must apply:

Item has a defect that hinders its usability for the purpose of which it was designed

The wrong item was received

The item does not match the description

Item arrived damaged

To initiate a defective return, please address which situation the item belongs to.

* If the item is found to be damaged during shipping, and you notice the damage upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report the damage.

 

REFUND PROCESS

We promise to process the refund within 2 days after the returned item arrives at our warehouse and was inspected to qualify for our general return or defective return situations listed before. You are expected to receive the refund 5-7 business days after we process it.

For a general return, we will deduct 20% of your total refund amount for the reason of return shipping costs and the loss caused to us as a vendor, which means only 80% of your total refund will be sent back to your account. For a defective return, we will bear the return shipping cost and a full refund will be sent back to your account.

 

FAQ

1. Which items are eligible for a return?

Most items can be returned within the stated time frame for a refund.

To qualify for a general return, the item:

Must be in resalable condition
Must be free from scratches and/or defects
Must not have been installed
Must be in the original manufacturer’s box and packaging and be free of writing
Must not be missing pieces

2. How do I send my return?

We recommend using the packaging from the original shipment. Within 30 days of receiving the goods, please contact our customer service team (Support@empava.com) and we will provide free service; outside of 30 days of receiving the goods, you can also contact our customer service team if it is due to product quality issues.

3. How do I cancel an order?

Because our orders process quickly, there is a very short period of time in which an order can be canceled may be possible to request a cancellation before an order ships by contacting our customer service team.

For refused shipments, damaged shipments, and freight claims filed within 2 business days of receipt, a credit will be issued as soon as possible. However, please allow 5 to 10 business days to complete processing.

4. My purchase was damaged in transit. How do I return it, request a replacement, and/or file a claim?

If you notice damage after delivery (concealed damage), you can contact our customer service team. Please provide as much detail as possible about the damage. You will be requested to upload at least 3 photographs to show the damage. We promise to provide solutions and settle down the issue as soon as possible.

We will be able to help with any complaints of damages, including visible or material defects after the product has been installed or altered.

5. I did not receive all my products. What do I do?

There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact our customer service team.

6. My purchase was lost in transit, what should I do?

In case of a lost shipment, please contact our customer service team as soon as possible for assistance.

7. Who will pay for the return?

If the return is due to product quality, Empava will pay for it; if the return is due to the customer's personal preference, the customer will pay the cost.

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