Cancellation Policy | Empire PPE

Shipping, Cancellations & Returns


At Empire we understand the urgent nature of the PPE you are ordering and will make our best effort to arrange for shipment within 48 hours of receiving your order.  Delivery companies have informed us there could be delays in shipping due to Covid-19 which we cannot control.  Please allow 10-14 days for shipment of your order. We  will not refund money or return products due to shipping delays.

Cancellation Policy:

·      Any Stock Product order cancelled by the customer after an order accepted by Empire will incur a 20% warehouse restocking fee, plus all                    shipping costs incurred if the goods are already in transit.  

·       Made to Order (MTO) orders cancelled after production has begun will not be eligible for any refund and will be invoiced for the full amount owing.

·       Orders which are Refused At Delivery will be assessed an order cancellation fee, a re-stocking fee and/or transport, storage and other applicable fees.

Return Policy:

For products that are returned as a result of an error made by Empire i.e., incorrect part number, incorrect quantity, incorrect product, or duplicate shipment the following applies:

a)       No restocking charge will be imposed.
b)       No transportation charges will be imposed.
c)        Any applicable credit due will be issued if Empire was notified within 7 days after receipt of the product(s) at the place of delivery

Products damaged while in transit

        a)       In cases where damage to the product(s) took place under Empire’s responsibility i.e. before arrival and unloading at customer address:

                i.   Empire will credit the damaged products or replace the damaged products free of charge
            ii.   Customer must inform Empire of damaged product(s) within 7 days after receipt of the product.  Please include details and images.

        b)       In cases where damage to the product(s) took place under the customer’s responsibility:

              i.   The customer may file a claim with the carrier that transported the product(s) but Empire will not accept any responsibility for the condition of                             the product(s).
             ii.   A new order with Empire to replace the damaged product(s) may be placed
             iii.   Any payment made prior to shipping will not be refunded and Customer retains payment responsibility for damaged product if payment was contingent on shipping or delivery.

Procedure for Returning Products:

Returns must be approved in writing (return note or email) by an authorized Empire employee. The following information will be required to authorize a return:

       1.       Empire invoice number and Customer P.O. or order confirmation number or Delivery reference number

                         2.       Date of purchase
                         3.       Part number / description / quantity (Only full pack quantities will be accepted for return)
                         4.       Reason for the return