Refund policy


Return & Refund Policy

 

Enperial LLC

Last updated: October 20, 2025

This Return & Refund Policy (“Policy”) governs returns, refunds, and exchanges for purchases made from Enperial LLC (“Enperial,” “we,” “us,” or “our”) through our website. By placing an order, you agree to this Policy, which is incorporated by reference into our Terms & Conditions. This Policy does not limit any non-waivable rights you may have under applicable law.

1) Return Request Window

  • You must submit a return request within 2 calendar days of the order’s confirmed delivery date (as shown by the carrier’s tracking).
  • Requests received after this window are not eligible.

2) Eligibility Requirements

To be eligible for a return:

  • Items must be unused, unworn, unwashed, and in their original packaging with all tags, labels, and accessories intact.
  • Returns must be pre-approved by Enperial via email before the item is shipped back. Unauthorized returns may be refused or not credited.

3) Items Not Eligible

  • Customized or personalized candles (including any products with customer-supplied images) are final sale and not eligible for return or exchange unless the item arrives damaged or defective (see Section 7).

4) Return Shipping & Costs

  • Customers are responsible for all return shipping costs and for ensuring the item is packaged securely to prevent damage in transit.
  • We do not provide prepaid labels unless expressly stated in writing.
  • Original shipping charges (if any) are non-refundable.

5) Exchanges

  • We do not offer exchanges (“no swapping”). If you want a different item, please submit a return (if eligible) and place a new order once your return is processed.

6) Refund Method & Processing

  • Approved returns are refunded as store credit only (issued as an Enperial gift card / store credit code).
  • Once your return is delivered to our facility, please allow 3–5 business days for inspection and processing.
  • If the returned item is not in original condition, is used, or missing components/packaging, Enperial may deny the return or issue a partial credit at our discretion.

 

7) Damaged, Defective, or Incorrect Items

 

If your item arrives damaged, defective, or incorrect:

  1. Notify us within 2 days of delivery at customersupport@enperial.store.
  2. Include your order number, a description of the issue, and clear photo proof (e.g., full product shots, close-ups of damage, exterior shipping box with label).
  3. Upon verification, we will issue store credit equal to the affected item’s value or provide a suitable remedy at our discretion.
    • Photo documentation is required to process claims.
    • Claims submitted after 2 days of delivery may be denied

8) How to Start a Return

Email customersupport@enperial.store with:

  • Subject line: Return Request – [Order #]
  • Your full name and order number
  • Item(s) you wish to return and reason
  • Photos (if applicable)

If approved, we will provide a Return Authorization and the return instructions. Do not ship items back without authorization.

9) Risk of Loss; Title

  • Risk of loss for returned items transfers to Enperial only when we receive the item at our designated return address.
  • We are not responsible for return shipments lost or damaged in transit. Please consider using a tracked/insured method.

10) Cancellations & Address Corrections

  • Orders may be cancellable only before fulfillment. Once an order enters processing or ships, it cannot be canceled.
  • Address changes must be requested immediately after ordering. We cannot guarantee changes once an order is in process. Orders shipped to an incorrect address provided by the customer are not eligible for replacement or refund.

11) Refused / Undeliverable Packages

  • If a package is refused or deemed undeliverable due to an incorrect address or failure to collect, the order may be returned to us by the carrier. Upon receipt and inspection, eligible merchandise may be credited as store credit less any shipping, return-to-sender, or carrier fees charged to Enperial.

12) International Orders (if applicable)

  • Customs duties, taxes, and brokerage fees are non-refundable. Returns from outside the U.S. must comply with this Policy and may incur additional costs payable by the customer.

13) Abuse & Fraud Prevention

  • Enperial reserves the right to refuse service, returns, or credits for suspected abuse of the Policy or fraudulent activity.

14) Contact
For all return matters, contact:

customersupport@enperial.store