Returns Made Simple!
We want returns to be as straightforward as possible. Here’s how it works.
How to Submit a Return
All return requests must be submitted online using our Returns Request form.
To get started, you’ll need:
- Invoice number
- Invoice date
- Customer code
You can find these details on the invoice emailed to you.
Can’t find your invoice? No problem. You can:
- Log in to your account to download a copy, or
-
Contact us with one of the following details so we can help:
- Order number (if known)
- Part number
- Company or contact name
- Approximate purchase date
Click here to submit a Returns Request
Warranty Returns
All products sold by EMPR come with guarantees that cannot be excluded under the
Australian Consumer Law.
We provide a minimum 12-month warranty on all items from the date of invoice.
If a product you purchased directly from us fails within the warranty period,
you may be entitled to a replacement or refund. Simply submit a Returns Request
and select your desired outcome.
For more details, please refer to our
Terms and Conditions.
Other Eligible Returns
Products purchased directly from EMPR may also be returned if:
- The product quoted was incorrect
- The product arrived damaged
- The product inside the box does not match the label on the box
- The product received does not match your order confirmation
If your reason for return isn’t listed above, you can still submit a request.
We’ll review it based on:
- Whether the item is a stocked product, and
- Whether we’re able to return it to our supplier
If your return is approved in these situations, a restocking fee may apply.
This will be the greater of:
- $33.00 (incl. GST), or
- 30% of the purchase price (incl. GST)
We’ll always confirm this with you before final approval. Should you choose to proceed with returning the part, it will be taken as acceptance of the advised restocking fee.
Timeframe for Returns
Any Return Requests outside of warranty must be submitted within 5 days of receiving the product, unless otherwise stated in our Terms and Conditions.
Return Shipping
If the return is due to a fault or an error on our part,
we’ll provide a free return shipping label.
For all other approved returns, you’re responsible for the cost and risk
of returning the item.
Please ensure the item is properly packaged.
If the item does not reach us, we’re unable to process a credit or refund.
Condition of Returned Items
Returned items must match the condition and details provided
in your approved return request.
If a returned item does not meet these conditions:
- The return may be declined, and
-
You will need to cover the cost of having the item sent back to you,
or we can dispose of it on your behalf.
Refunds
If a refund or credit is approved, it will be processed using the original
payment method. Refunds are processed within
2 business days,
in line with Section 14 of our Terms and Conditions.
If a restocking fee applies, it will be deducted from your refund amount.
We’ll always advise you in advance.
Non-Returnable Items
- Software
- Custom-ordered parts
- Items marked as non-returnable on the product page
International Returns (South Pacific)
Returns from customers outside Australia (within the South Pacific region)
must be shipped back to our Australian warehouse in Sydney
at the customer’s expense, including all return logistics,
freight, customs duties, taxes, and re-entry fees.
Policy Updates
All return requests are handled in line with this Returns Policy
and the Terms and Conditions of EMPR Australia Pty Ltd.
This policy may be updated from time to time.
The latest version will always be available on our website.
