Refund policy

The customer can exercise the right of withdrawal, without any penalty, by returning the goods received and obtaining a refund of the price paid.

We believe in our products and our goal is not to leave even a customer unsatisfied. If you are dissatisfied with our products for some reason, please email us and we will do our best to find a solution. You can return purchased products and receive a full refund within 14 days of receiving the package.

To make the return it is necessary to write an email to (sales@empireclimbers.com) with the following data:

Name and surname
Telephone number
Order number
Description of the products you wish to return
The reasons for the return with photos

 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

All costs of returning the products are charged to the customer who, directly or through other means, will deliver the same to the seller's address; all items must be received in the same conditions of receipt, supplied with the original packaging and any manuals and / or instruction booklets that are part of the original packaging; it is not allowed to return the goods in any other way.

You can always contact us for any return question at info@empireclimbers.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@empireclimbers.com