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Refund and Returns Policy

‌Effective Date: September 6, 2026‌

Welcome to the official Refund and Returns Policy of EMPR AUSTRALIA PTY LTD, governing all purchases made through our e-commerce website [www.emprau.com]. This policy outlines standardized terms for product returns, eligibility requirements, processing workflows, and all terms related to post-purchase adjustments for our full line of fan-fave desk essentials including coaster sets, mouse mats, table mats, and other curated desktop tools. This policy is designed to ensure fair, transparent, and consistent outcomes for both our customers and our business operations, and ‌we explicitly state that standalone “refund only” requests without the return of the purchased physical product are not permitted under any normal circumstances‌, to protect the fairness of our service for all shoppers. By placing an order on our website, you confirm that you have read, understood, and agreed to all terms laid out in this policy.

1. Core Return Eligibility Rules

All return requests submitted to our team must meet the following basic criteria to be approved for processing:

  • You must submit your return application no later than 30 calendar days from the date you successfully received your ordered items from our partnered courier service. Any request submitted past this 30-day window will not be accepted, unless the product you received has confirmed manufacturing defects that could not be identified through normal visual inspection upon delivery.
  • ‌No standalone refund-only requests are approved without the physical return of the full purchased product under any regular circumstances.‌ We do not issue full or partial cash refunds for customers who choose to keep our products while requesting monetary compensation, as this policy prevents fraudulent claims that would undermine our ability to keep our durable, stylish desktop accessories accessible at affordable prices for all our customers.
  • All items being returned must be in their original, unused, resalable condition, with all original factory packaging, tags, protective films, and included accessories intact. Items that show obvious signs of heavy use, stains, scratches, intentional damage, or that have been modified after delivery will not qualify for return processing. Custom engraved, personalized, or custom bulk order items made specifically for your unique workspace requirements are non-returnable, unless they arrive with confirmed manufacturing defects.
  • Before sending any item back to us, you are required to submit a formal return request to our support team via our contact email at klyrox@emprau.com, and receive an official pre-approval return authorization number (RAN) along with our designated return shipping address. Packages sent back to us without a valid RAN will not be processed, and we will not be responsible for lost or misdirected returned items.

2. Approved Return Scenarios

Returns will only be processed under the following pre-defined valid circumstances:

  1. ‌Manufacturing Defect Issues‌: If the product you receive has obvious factory defects that impact its normal function, such as uneven printing on your mouse mat, broken glass fragments on your glass coaster set, or non-functional lighting for your RGB LED Gaming Mouse Pad, you are eligible to return the item for an exchange of an identical fully functional product, or a store credit equal to the full original purchase value of the defective item.
  2. ‌Damaged in Transit‌: If your order arrives with visible shipping damage caused by courier mishandling, with broken, scratched, or deformed products, you can submit clear photo evidence of the damaged outer packaging and the broken items within 48 hours of delivery confirmation, to qualify for a free replacement shipment or full store credit.
  3. ‌Incorrect Item Delivery‌: If we accidentally ship you a different product than the exact item you ordered (for example, you purchased a Natural Cork Coaster Set but received a Felt Coaster Set instead), you can return the incorrect item to us at our cost, and we will ship you the correct ordered product free of additional charge, or issue full store credit if you no longer need the original item.
  4. ‌Unwanted Unused Items‌: If you change your mind about your purchase after delivery, you may return the unopened, completely unused resalable item to us within 30 days of delivery. After we receive and inspect the returned product and confirm no damage or use, you will be issued a store credit equal to 90% of your original purchase value, to account for the restocking and shipping processing costs we incur. In this scenario, no partial or full cash refund will be issued without the successful return of your unwanted item.

Under none of the above scenarios will we approve a pure refund-only request where you retain full possession of the purchased product. Any request for standalone monetary compensation without returning the physical goods will be immediately denied per our policy.

3. Return Shipping Responsibilities

Shipping costs for return deliveries are split based on the cause of the return request:

  • If your return is approved for valid reasons of manufacturing defect, transit damage, or incorrect item delivery that are the responsibility of EMPR AUSTRALIA PTY LTD, we will cover 100% of the return shipping costs for you. We will send you a pre-paid courier label to print and attach to your return package, so you will not need to pay any out-of-pocket fees to send the items back to our warehouse at Unit 21, 453–455 Victoria Street, Wetherill Park, NSW 2164, Australia.
  • For change-of-mind unwanted item returns, you will be responsible for covering the full cost of return shipping fees to our designated return facility, and you are responsible for purchasing appropriate shipping insurance to cover the full value of the item in case of loss or damage during the return transit process. We are not liable for items lost or damaged before they arrive at our warehouse.
  • After we sign for your delivered return package, our quality inspection team will complete the full verification process within 3 to 5 business days to confirm the returned item meets all return eligibility requirements in this policy.

4. Post-Return Settlement Terms

Once we fully approve your valid return after inspection, we process settlement strictly per the following rules, with no standalone refund-only options permitted:

  • The default settlement option for all approved returns is equal-value store credit, which will be immediately added to your registered [www.emprau.com] account balance. This store credit never expires, and can be used to purchase any item across our full product catalogue including our coaster, mouse mat, and table mat collections at any time in the future.
  • If you prefer a direct product exchange instead of store credit, our team will arrange for the new replacement item to be shipped out to you within 2 business days after the return inspection is completed and approved. We will cover all standard shipping costs for the replacement shipment within Australia.
  • Cash refunds are only issued as an exceptional case if all replacement inventory of the product you ordered is permanently out of stock and cannot be restocked, and we are unable to fulfill your product exchange request. Even in this specific scenario, we will only process the cash refund after you have successfully returned the full physical product to our warehouse and passed our inspection. We will never issue any cash refund without first receiving and verifying the returned item.
  • All returned items that you do not send back to us after receiving return pre-approval will result in automatic cancellation of your entire return application, and no store credit, exchange, or refund of any kind will be issued to your account.