Refund and Return Policy

Discrepancies or Damages

• If for any reason your product is faulty, incorrect or arrives damaged, please email us at sales@empirextracts.com.au, accompanied with photographs and your order number.
• Notification must be made within three (3) days of receiving your order. No claims will accepted after three (3) days from receipt of goods.
• After a claim has been made, the return must be sent within fourteen (14) days.

Change of Mind Returns & Cancellations

• We can accept returns and order cancellations for incorrect choices or change of mind, for a store credit. We do not provide refunds for change of mind returns or order cancellations.
• If you would like to arrange a return, please email us at sales@empirextracts.com.au within thirty (30) days with your order number, and the items you wish to return, and we will issue you with a Return Authority Number.
• A Return Authority Number must be received from Australian Wholesale Oils prior to returning any products. No credits will be issued without a Return Authority Number.
• Product(s) must be returned in their original packaging and must be unopened, unused and undamaged.
• Customers are liable for return postage charges
• Return requests must me made within thirty (30) days from receipt of your order. We are unable to accept any return requests made after this timeframe.

Unclaimed or Returned Orders

• Unclaimed
  If you fail to collect your order from the post office within the Post Offices stipulated time-frame (usually 1 week), it will be returned to us

• Incorrect Address
  If your order undelivered due to an incorrect address, it will be returned to us

• If you would like your order re-shipped to you, you will be liable to pay a re-shipping fee equal to the amount of the original shipping cost on your order. Where free shipping was received, you will be liable to pay a re-shipping fee as calculated by us based on the weight, size, and classification of your order.
• Any unclaimed or returned parcels that you would prefer to receive a store credit for instead of being re-shipped, will have a $5.00 return/admin fee applied.
• If your order is returned to us and we do not have any response from you after 14 days of our attempted contact, your order will be cancelled and applied as a store credit, less the original cost of shipping, and a $10.00 return fee.
• We do not provide refunds for unclaimed or returned orders.

Uncollected ‘Click & Collect’ Orders

• Orders must be collected within 6 weeks of purchase date.
• Orders that are not collected within this time frame will be automatically cancelled and will receive a store credit for the amount paid.
• We do not provide refunds for uncollected orders.
• If you would like your order to be changed to be shipped to you instead, you will be liable to pay a re-shipping fee as calculated by us based on the weight, size, and classification of your order. Orders over $200 will still receive our free shipping offer (within Australia).