Returns & Refunds Policy

Returns, Repairs and Refunds Consumer Laws differ in every country across the world. We will always do our best to meet the general principles and practice guidelines for compliance, but please understand that no one rule fits all cases. For this reason, we have had to create a generic policy as outlined here. In any instance, we will do our best to satisfy your needs which will be guided by Australian Consumer Protection law.

Please carefully read our Returns and Refunds Policy as it includes both our General Products and Custom Printed Products; especially as our Custom Printed Products are created on-demand specifically for you.

All Returns and Refunds are assured under the following conditions described below.

If you would like to return a product for a refund or exchange it is essential that you follow these five instructions listed here:

1. Please read all the conditions below to determine whether your order qualifies for a return or refund
2. Once you have read all the conditions below and believe you are eligible, please contact us here (email support@myemporium.com) for further instructions
3. Please allow up to 5 business days for us to evaluate and send a response email and instructions (as applicable) for your refund or exchange
4. After you have received our email response and instructions, please repackage and clearly address your return item to Attn: Returns Dept, My Emporium, PO Box 280, Sandringham, Victoria 3191, AUSTRALIA.
5. You must include your Order Details, Proof of Purchase and ensure your Sender Address is clearly marked on the outside of the package.

DO NOT

• return your items until you have our written approval and instructions
• write any item description on the outside of the package or it might encourage theft

YOU MUST return the items to

• Attn: Returns Dept, My Emporium, PO Box 280, Sandringham, Victoria 3191, AUSTRALIA.

ALL RETURNS

Period: Our Returns Policy period for response to damaged or defective products on delivery, extends for 14 days (two weeks) after the date of notice of your accepted delivery. Since delivery schedules can vary this is the easiest and fairest way for you and us to allow you time - (unlike some offers of maybe up to 30 days from customer order date, which seems crazy if your order is still in transit).

Exemptions: Several types of goods are naturally exempt from being returned such as intimate apparel, health and personal care items, sanitary goods, downloadable software products, e-books, gift cards and sale items.

Eligibility: To be eligible for a return

• your item must be returned within 30 days of delivery to MyEmporium.com in the same condition and in the original packaging as you received it (whether or not it is damaged in shipping)
• your item must be unworn and unused with the original tags still attached. (Items sealed for hygiene reasons can only be returned if the seal is intact)
• Items must be in the original packaging which must be in the original condition. This includes dust bags and shoe boxes

If your item matches all these conditions you can lodge a return together with your receipt as an essential proof of purchase.

Damaged Goods: In the case of damaged goods on receipt of delivery, please forward us a digital photograph where possible to enable us to evidence and raise the issue with the respective courier or postal authorities.

Manufacturing Deficiencies: Should any items shipped not match the product ordered, or show obvious manufacturing faults or deficiencies, we will either exchange or initiate a refund for the product within 14 days of delivery using the methods described under this policy.  In this instance, please return it unused and in its original packaging.

Please DO NOT send your purchase back to the manufacturer as this will result in lost or missing items and their corresponding paperwork, and therefore invalidate our own corresponding Returns Warranty with the manufacturer.

ALL REFUNDS (as applicable)

Full Refunds: Regular priced items may be refunded. All “sale” items are deemed final sale and such discounts as reflected in the sale price provide for no exchange or returns if you have simply changed your mind unless the item is damaged or wrong items are shipped. This does not affect any express warranties on the item(s).

Partial Refunds: There are certain situations where only partial refunds are granted (if applicable). For example, items or products with any signs of use, or any item not in its original condition, or is damaged or missing parts for reasons other than manufacturing deficiency or errors on our part. Any item that is requested for return beyond the limitation of 14 days after receipt of the goods, will be assessed and evaluated by us on an individual basis and within the guidance of consumer protection laws.

Eligible Refunds: We will issue refunds for (1) damaged items, (2) defective items, or (3) wrong items shipped, within 14 days of your receiving your order. Due to the low-cost nature of our products, we are not able to offer refunds or exchanges for any other reasons. We are sure you will understand why only items that meet these criteria may be accepted for refund or exchange. If you need to return an item for one of these three reasons, please contact us here and we will notify you of the best method to do so.

Processing Refunds: Once your return item is received and inspected by us, we will send you an email to notify you that we have received your returned item and as to whether or not it is approved. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, which we will advise you of.

Late or Missing Refunds: If you haven’t received your refund within the time advised, please check your bank account once again first, as there is often some inter-bank processing time before a refund is posted. Next contact your credit card company, as this may also take some time before your refund is officially processed, then contact your bank once more. If you’ve done all of this and you still have not received your refund, please contact us here.

EXCHANGE OR REPLACEMENT (where applicable)

Defects, Damage or Wrong Item Shipped: We only exchange or replace items if they are defective, damaged or the wrong item has been shipped. We cannot exchange items if you have simply changed your mind or mistakenly ordered the wrong items.

If you need to exchange or replace the same item, please contact us here and we will notify you of the best method to do so and try to help you wherever possible. Once a Defective, Damaged or Exchange Goods Order is raised by us we will advise you of the next steps in which to return your item to the following address: Attn: Returns Dept, My Emporium, PO Box 280, Sandringham, Victoria 3191, AUSTRALIA.

ALL RETURNS REQUIREMENTS

Please DO NOT return any items until you have approval by us together with the requisite documentation.

You will be responsible initially for paying for your own shipping costs for returning your item. Unless the items are defective, damaged or the wrong items sent, shipping costs are non-refundable. To ensure your product is shipped back to us safely, you should consider using a trackable shipping service and/or purchasing shipping insurance since we can’t guarantee that we will receive your returned item.

If your item value is over $50 we recommend you add shipping insurance in the event the item is somehow lost. We can then receive your proof of postage and a code so that we can track your return online and deal with your needs as soon as possible for you.

Returns Process: Please follow these steps to safely complete your return. It is your responsibility to ensure the product you return is in the same condition as that in which you received it.

• Secure Packaging - Securely pack the item(s) in a box with the original packing slip. The box your order arrived in should be sufficient to make sure that your return arrives back to us undamaged. Padded envelopes are not an effective way to protect your return shipment, as items may be crushed during transit.
• Remove All Previous Labelling -  If you choose to use the box your order was shipped in, please make sure to remove any previous existing labels/stickers.
• Clearly Print And Affix Return Label - Print the return label and affix it securely to the top of the package.
• Hand-Deliver To Post Office - Please take the package to your nearest Post Office facility for secure delivery.
• Insurance – Take out insurance cover if your item is over a value that you don’t wish to forfeit if the item is lost.

RETURNS SHIPPING ADDRESS
Note: This is the only address for which returned items will be received and processed.

Once you receive the approval and required documentation from us, you must mail your return item to Attn: Returns Dept, My Emporium, PO Box 280, Sandringham, Victoria 3191, AUSTRALIA.

Refund Processing

Once your refund is approved, following our receipt of your returned items, it will be processed and automatically applied to your original form of payment. When receiving a refund, you will be sent an email confirmation. The credit will typically be reflected on your billing statement within one billing cycle. If you have questions about when the funds will be returned to your account, please contact your financial institution directly If you have not yet received a confirmation email after 30 days, please contact us here.

 

CUSTOM PRINTED PRODUCTS – ADDITIONAL REQUIREMENTS

Please also refer to our Custom Printed Products FAQs for further information here.

Flawed, Damaged or Incorrect Order Fulfilment: In the event of any or all of the above, please take pictures of the product and send them to us for inspection so that we can take the most appropriate remedial steps for you by way of a replacement order or refund on the affected items.

Order Cancellation or Modification: If you discover that you have made a mistake with your Order after you have submitted it to the Site, please contact our customer service team here immediately. When you place an Order, you have up to 24 hours to contact us and request a cancellation, modification or to place it as Pending or On Hold. However, we cannot guarantee that we will be able to amend your Order in accordance with your instructions. After 24 hours, we will have already started working on your Order so it’s too late to cancel or modify it.

Within the 24-hour period:

• To cancel an order, please provide all the details concerning the items you want to cancel as well as your Order Number.
• To modify or put an order on Hold, please include all the details of your Order: Order Number, Style, Size, and Color, then specify the item you would like to Modify or Exchange it for in your email and we’ll do our best to help you!

Returned to Sender: If your package is returned to us as ‘Returned to Sender’ due to incorrect or incomplete address information, or delivery was missed after two attempts by couriers, you may request a re-shipment attempt but will be responsible for any additional charges this will incur. We cannot accept liability for any incorrect information provided to us or repetitious courier attempts to deliver to you.

Orders Seized by Customs: Monetary losses arising from orders seized by Customs Officers are the responsibility of customers in that country to investigate as to the reasons for such a seizure. We are not liable for any fees, claims or damages sustained through any such occurrence. 

Warranties: Due to the diversity of product we carry and the global market we serve, every item will carry its own specific warranty and guarantees from the manufacturer which may differ across the many territories we cover and the applications to, or the environment within which the item is used. The period and limitations on each individual item are quite diverse and may differ in every country. We will do our best to ensure the requisite compliance with the manufacturer for specific service, repairs, maintenance or replacement within the warranty period as each case permits.