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Empava Return & Refund Policy

Return Process

As an authorized dealer of Empava, you can request a return for your item(s) within 30 days of delivery for a refund. Please refer to the item delivery date indicated in your shipping information. Returns requested outside of this 30-day period will not be accepted. We pledge 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
  • Be free from scratches and/or defects
  • Not have been installed
  • Be in the original manufacturer’s box and packaging, free from writing
  • Not be missing any pieces

Common reasons for general returns include:

  • Don’t like it
  • Ordered by mistake
  • Changed my mind
  • No longer needed
  • Found a more affordable option
  • Product size doesn’t fit (please check measurements before ordering)

Defective Returns

For a defective return, one of the following must apply:

  • The item has a defect that hinders usability
  • The wrong item was received
  • The item does not match the description
  • The item arrived damaged

If damage is noticed at the time of delivery, do not accept the item. If concealed damage is discovered within 48 hours, take photos of the box and item(s) and contact customer service immediately to report it. Claims must be filed within 2 business days.

Refund Process

Refunds will be processed within 2 days after the returned item arrives at our warehouse and passes inspection. You can expect to receive your refund within 5-7 business days after processing.

  • For general returns, a 20% fee will be deducted to cover return shipping costs and losses incurred, meaning you will receive 80% of your total refund.
  • For orders from Canada, a 30% deduction will apply for general returns.
  • For defective returns, Empava will cover the return shipping cost and you will receive a full refund.

Additional Customer Care

  • Which items are eligible for a return? Most items can be returned within the designated time frame. They must meet the conditions outlined above.

  • How do I cancel an order? Orders process rapidly; thus, cancellations must be requested quickly. Please contact customer service for assistance.

  • What if my purchase was damaged in transit? If visible or concealed damage occurs, please provide details and photos to our customer service team. We will assist in resolving the issue.

  • What if I did not receive all my products? Contact customer service if your order was shipped from multiple locations and not all items have arrived.

  • What if my purchase was lost in transit? Please reach out to customer service for guidance.

  • Who pays for the return? Empava covers shipping for returns due to product quality, while customers are responsible for returns based on personal preference.