Return & Refund Policy

Purpose

This policy outlines the conditions under which Empire Distributors Ltd (“we”, “our”, “us”) accepts product returns and issues refunds or exchanges.

 Eligibility for Returns

We accept returns if:

• The request is made within 24hrs of delivery.
• The product is unused, unopened, and in its original packaging.
• Proof of purchase (invoice or receipt) is provided.

 Non-Returnable Items

The following items cannot be returned unless defective:

• Perishable goods (e.g., food, beverages).
• Customized or special-order items.
• Items marked as “final sale” or “non-refundable.”

Defective or Damaged Goods

• If your order arrives damaged or defective, please notify us within 24hrs of receipt with photos of the product and packaging.
• We will arrange a replacement, repair, or refund after assessment.

  Return Process

1. Contact our customer service team at empiredistributors2@gmail.com / +250791711505 with your order number and reason for return.
2. Await return authorization and instructions.
3. Ship the product back to our designated returns address.
4. Once inspected, we will notify you of approval or rejection.

 Refunds

• Approved refunds will be processed within 5 business days to your original payment method.
• Shipping/delivery fees are non-refundable unless the return is due to our error.

Exchanges

If you wish to exchange an item, the replacement will be shipped/delivered after we receive and approve the returned item.

Shipping/Delivering Costs for Returns

• Customers are responsible for return shipping/delivering costs unless the return is due to a defect or our error.
• We recommend using a trackable shipping/delivering method, as we are not responsible for lost returns.

 Changes to This Policy

We may update this Return & Refund Policy from time to time. Any changes will be posted on this page with the updated effective date.