Refund policy

Overview

Please choose your purchases carefully. We are always happy to help you find the right piece — contact us at online@empirehome.com.au or call 1300 615 840 before purchasing if you have any questions.

How to Request a Return, Refund or Exchange

Before sending any item back, please contact our team first. Do not return goods without prior authorisation.

Contact us at online@empirehome.com.au with the following:

• Your daytime contact number
• Your receipt number or a copy of your invoice
• A brief description of the fault or issue, and photos where applicable

We will advise on the best return method once we have reviewed your request. Please hold all original packaging until your matter is resolved.

Change of Mind Returns

We encourage you to choose carefully. For online orders, change-of-mind returns must be requested within 10 days of the shipment date.

We do not offer refunds for change-of-mind returns. We may, at our discretion, offer a store credit or exchange, subject to the following conditions:

• The item is unused, unassembled, and in its original condition
• Original packaging is intact and undamaged
• Proof of purchase is provided
• Shipping and handling charges are not included in any credit or exchange value

These products can still be returned if they are faulty, not fit for purpose or the product is significantly different from the published sample or description.

Items Not Eligible for Change-of-Mind Returns

The following categories cannot be returned for change of mind under any circumstances:

• Sale, discounted or promotional items (see Sale Items section below)
• Final clearance, floor stock, ex-display, as-is or warehouse sale items
• Special/Customer Orders, Special/Customer Orders, Pre-Orders & Bespoke
• Special Orders and Bespoke Special Orders
• Pre-orders
• Cosmetics, jewellery, soap, personal care products and fragrances
• Bedding
• Gift vouchers

These items remain eligible for return if they are faulty, not fit for purpose, or significantly different from their description — see Consumer Guarantees below.

Sale Items & Promotional Purchases

Items purchased during a promotional or sale period may be returned for an exchange or store credit only, subject to all of the following conditions:

• The return is requested within 14 days of the date of purchase or delivery (whichever is later)
• The item is unused, unassembled, and in its original condition
• Original packaging is intact
• Proof of purchase is provided

Refunds are not provided for change-of-mind returns on sale items.

The following categories are not eligible for change-of-mind return, exchange or store credit regardless of whether purchased during a sale or promotional period:

• Final clearance items
• Floor stock and ex-display items
• Special/Customer Orders, Pre-Orders & Bespoke Special Orders and Bespoke Special Orders

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

Faulty or Damaged Items

All Empire products undergo quality control prior to dispatch. If your item arrives with a manufacturing fault or is damaged in transit, please notify us as soon as possible.

Transit Damage

Damaged goods must be reported within 7 days of receiving your order. Please include photographs of the damage with your email. Where possible, retain the original packaging — returns may not be accepted if original packaging is unavailable.

Manufacturing Faults

If a manufacturing fault is identified after delivery, please contact us at online@empirehome.com.au. We will arrange a replacement or repair at no cost to you, subject to assessment. Empire reserves the right to return the product to the manufacturer or repair agent to determine the nature of the fault.

Empire reserves the right to refuse a return where the fault is a result of misuse, improper care, poor storage or neglect.

Incorrect Items

If you receive an item different from what you ordered, please notify us within 14 days of receipt. Contact us at online@empirehome.com.au with your order details and photos. Refund or exchange in these cases is at the discretion of Empire.

Order Cancellations

It is your responsibility to review all order details at checkout, including model, size, colour, finish, price and quantity.

We reserve the right to charge an administration fee of 30% of the purchase total for any order cancelled after payment has been taken. Once goods have been dispatched, we will not accept cancellations or change-of-mind returns.

Special/Customer Orders, Pre-Orders & Bespoke Special Orders

Empire Home offers three types of non-stock orders. The deposit and cancellation terms differ for each and are set out below. None of these order types are eligible for change-of-mind return or refund once the order has been placed and the deposit paid.

Special/Customer Order: A 30% deposit is required at the time of ordering. The remaining balance is payable on arrival of the item. The 30% deposit is non-refundable for change of mind. Lead time is approximately 16 to 18 weeks for production and shipping. Please see our Shipping Policy for full lead time details.

Pre-Order: A 30% deposit is required at the time of ordering. The remaining balance is payable on arrival. The 30% deposit is non-refundable for change of mind. The item is on an incoming container list and lead times are shorter than a Special/Customer Order — please refer to our Shipping Policy or ask in store for the estimated arrival.

Bespoke Special Orders are non-refundable and no store credit is available for change of mind. Bespoke orders are approved by Empire Home management only and involve custom specifications not available in our standard range.

Consumer Guarantees (Australian Consumer Law)

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees do not apply where you have:

• Misused the product in a way that caused the fault or damage
• Changed your mind about the purchase
• Been made aware of a fault before purchase
• Purchased the product for the purpose of on-selling or re-supply as a business
  

Refund Processing

Approved refunds, credits and exchange values do not include the cost of shipping the goods to or from you.

Empire reserves the right to assess the condition and age of returned goods prior to approving a repair, exchange or refund. Goods presented for repair may be replaced with new or refurbished goods of the same type. New or refurbished parts may be used in repairs.

Claims for compensation or reasonable expenses incurred in returning goods must be submitted to online@empirehome.com.au with supporting documentation.

Gift Vouchers

Gift Vouchers cannot be returned or exchanged for cash. Any balance remaining on a Gift Voucher after its expiry will be forfeited. Empire Home is not responsible for lost, stolen or damaged cards or unauthorised use. See our Terms of Service for full Gift Voucher terms.

Contact Us

• Email: online@empirehome.com.au
• Phone: 1300 615 840
• Visit our Contact page for any enquires
• Visit Our Stores page at empirehome.com.au for store details
  

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.