Return & Refund Policy

Empire’s Return & Refund Policy

1) Registering an account with EMPIRE as an EMPIRE Member

Register an account with us before you start shopping or upon checkout. It’s as easy as ABC:

1. a) Click on the ‘Register’ button by moussing over to the ‘My Account’ icon on the top right of the page (or found at the top right corner of the page).
2. b) Fill in all the required details and click ‘Submit’.

For customers below 18 years of age, shopping transactions should be performed only with the involvement and permission of a parent or guardian.

2) I forgot my password. What should I do?

It’s okay, we have all forgotten our passwords at some point in our lives. All you have to do is follow the simple steps below:

1. Click on the ‘Forgotten password?’ button on the login page
2. Key in the email you used to register the EMPIRE account

III. A temporary password will be sent to your email

1. Login using the temporary password
2. Upon logging in, you may change the password in your “My Account” page
3. Try not to forget it again

3) How do I place an order?

Follow these simple steps ….

1. a) At the product page, after making the necessary selection e.g. color and quantity, click ‘Add to Cart’. Repeat this step for all the items that you’d like to purchase.
2. b) Mouse over to the shopping bag icon on the top right of the page and click ‘Checkout’.
3. c) At this stage, you’re required to sign in to your account. (For new customers, you’re required to register for an account in order to proceed.)
4. d) At the checkout page, complete all the steps by filling out the necessary details (remember to double-check the details) and click ‘Checkout’ at the end of the form.

4) How do I view my ordered items?

In the “My Account” page, click “My Orders”.

5) It’s past the estimated delivery date, but I have yet to receive my parcel, what should I do?

If you have not received your parcel after the estimated delivery time frame, kindly contact our Customer Service by email: empire@empirepest.com.sg or call: +65 6746 6112 within mall operating hours.

6) What if I have issues with my purchase?

Please contact EMPIRE Customer Service by email: empire@empirepest.com.sg or call: +65 6746 6112 within mall operating hours, we’ll be glad to help.

7) What should I do if I receive a faulty/wrong item(s) in my order?

You may return the faulty/wrong item easily by following the return guide.

8) Where does EMPIRE ship to?

We ship within Singapore.

9) Does EMPIRE ship to other countries?

No, we only ship within Singapore at the moment.

10) How do I track my order?

A tracking code will be sent to you via email (subject: Notice of Delivery) once your parcel is shipped, and you can check the delivery status by clicking on the link provided in the same email.

Note: It may take up to 24 hours for the courier service to update the status of your parcel into their database.

You may also check the status of your order by viewing “My Order” in the “My Account” page.

11) What is the delivery lead time?

Singapore: 3-5 working days

Electronics coupons/vouchers: Immediate delivery upon completion of checkout of your order

You may also check the delivery status of your purchase online with a tracking code given by the courier delivery service provider.

12) How do I know if my orders got through?

You will receive an order confirmation email from EMPIRE, complete with the details of the items you have selected.

13) What is your return policy?

All returns of items and requests for refund or replacement must be done within the time frames set out below depending on the location of your delivery address:

Singapore: Within 7 days from the date you have received the Item.

Electronic coupons and vouchers: Within 7 days from the date you or your recipient has received the electronic coupons or vouchers.

14) Under what conditions can I return my item(s)?

You may return the item(s) and request for a refund or replacement under the following conditions:

1. a) Item is not of merchantable quality or fit for its purpose or has a manufacturing defect;
2. b) Item supplied by the merchant is damaged;
3. c) Item is incorrect or does not accord with your order or the merchant listings;
4. d) Delivery of the Item does not comply with the specifications by the merchant relating to packaging or delivery method;

15) What are the guidelines I should adhere to if I want to return an item?

You may request for either a refund or a replacement of the same item, provided the following guidelines are met:

1. a) Item is returned within the time frame;
2. b) Any request for replacement must be for the same Item with the same retail price as the item purchased and will always be subject to the merchant’s confirmation on its availability;
3. c) Product purchased must be in the same condition as when it was originally received by You;
4. d) Product must still be in the original packaging, if applicable;
5. e) Proof of purchase such as the invoice and courier delivery slip evidencing postage paid for the return of the Item to the operator (where applicable) must be provided to the operator;
6. f) Product tags must not be removed nor tampered with;
7. g) Items specified as “Non-returnable/refundable/replaceable Items” are not allowed to be returned, refunded, or replaced.

16) Will I be charged for any cost or expenses arising from the return, refund, or replacement?

All costs and expenses including all transaction charges and bank fees arising from the return, refund, or replacement under the reason of Customer’s convenience, including but not limited to delivery charges imposed by our courier delivery service provider (where applicable), will be borne by the customer requesting for such return, refund or replacement.

17) How do I return a purchased item from EMPIRE?

1. Return at Concierge

You may bring the item you wish to return to our office at 61 Ubi Rd 1, 02-14 Oxley Bizhub,

Singapore 408727 within the stipulated time frames stated in No. 13. Once the item has been examined by our friendly Customer Service Personnel and found to be in acceptable condition, you are required to fill up an item return form.

1. Return via Courier

Once we have received the returned product from you, an email (subject: Return and Replacement Confirmation) will be sent to you. After the examination of items, you will be refunded the product value and shipping fee incurred to return the product if the terms and conditions are met.

18) Will the shipping fees for returns be covered?

Yes, we will cover the shipping fee for your returns for any circumstances stated in item 14 (A – D). If the reason for the return is at the customer’s convenience (I don’t like the product), the return shipping fee will not be reimbursed to the customer.

19) How long does it take to process the refund?

Refunds will be made to you 14 working days upon receiving the Return Confirmation email.

20) What is your replacement policy?

You may replace your item if it matches the following criteria:

• wrong/mistaken order
• Damaged/defective item (within 3 days upon receiving the item)
• Fraudulent transaction
• Or if you are simply dissatisfied with your purchase (at the customer’s convenience)

Note: Items under the category of “Non-returnable/refundable/exchangeable Items” are not allowed to be returned/replaced.

21) What are the procedures to replace items?

There are two ways to do it:

1. i) By post

– Fill up the online return form

– Deliver the parcel back to us through any courier service and remember to keep the receipt and tracking number as a proof of your return

– A confirmation email will be sent to you upon receiving the returned items

– Once the returned item has been examined, we will proceed to send the replacement item to you (subject to stock availability)

1. ii) Return item at the Concierge

– Bring along your item and order invoice to the Concierge Counter, 61 Ubi Rd 1, 02-14 Oxley Bizhub,

Singapore 408727

– Upon examination of the item by our team, we will notify you through email and proceed with the replacement process.

22) Am I allowed to request replacement and refund items from the same order?

Yes, you will have to indicate clearly which items you would like to replace or refund in the Online Return Form.

23) Will I be charged for replacements?

You will not be charged for any replacements. We will refund the shipping fee incurred by you for the delivered items back to us upon examination.

24) How long does it take for me to receive the replaced item?

The replacement orders will be processed as soon as we receive the returned items from you. Upon examination by our team (which may take up to 2-3 working days), the replacement items should be shipped back to you within 5 working days from the day we receive the returned items for Singapore.

25) Are your items under warranty?

All items do not have a warranty unless stated in the item description.

26) What should I do when I want to repair/service my item?

Depending on the merchant and types of items, please refer to the individual item page for its warranty information. Alternatively, you may bring the item to the merchant store at 61 Ubi Rd 1, 02-14 Oxley Bizhub, Singapore 408727 with the receipt and warranty card (if any).

27) Where are the warranty centers?

The warranty centers’ location varies for each brand. Please refer to the item description or contact the merchant directly

28) What are the payment methods available?

We currently accept the following payment methods:

1. Credit/ debit card

Payment via MasterCard and VISA which are issued by Singapore-registered banks only.

29) How do I check on the status of the payment?

All successful transactions will receive a confirmation email that contains the status of your order.