1. General Policy
Products sold by EMPIRE DASH SDN. BHD. through empiredash.xyz are generally not refundable or exchangeable after an order has been completed, except for the accepted situations stated in this policy.
2. Accepted Reasons
A return, refund, or exchange request may be reviewed if the wrong item was sent, the product received does not match the description, specifications, features, or information shown on the website, the item arrives spoiled, damaged, or defective, or the delivery exceeds the timeline stated in our Shipping Policy.
3. Evidence Required
Customers must provide clear supporting evidence. This may include a continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received, a first-use video where applicable, clear photographs, order details, and any other information requested by our team.
4. Request Period
All requests must be sent to empiredash@outlook.com within 24 hours after receiving the item. Requests submitted after this period, or requests without the required evidence, may not be accepted.
5. Review Process
After receiving the request, we will review the order details and supporting evidence. Approval depends on whether the issue falls within the accepted reasons under this policy.
6. Refund or Exchange Method
If a refund is approved, it will be processed to the original payment method or, where applicable, to the customer’s bank account. If an exchange is approved, the next steps will depend on product condition and stock availability.
7. Return Shipping
Return shipping arrangements for approved cases involving wrong, damaged, defective, or wrongly described items will be advised by our team. Items returned without prior approval may not be accepted.