Refund policy

Refund & Return Policy

Last updated: September 19, 2026

We want you and your dog to be happy with your EMPITI order. This policy explains, in plain terms, how returns, exchanges, and refunds work. It applies worldwide, and nothing in it limits any right you already have under the law of the country you live in — including the guarantees described in Section 10 for customers in Australia.

1. Our 30-Day Guarantee

You have 30 days from the date your order is delivered to request a return or exchange. If more than 30 days have passed since delivery, we're unable to offer a refund or exchange under this policy (this does not affect any separate statutory rights you may have — see Section 10).

2. Return Eligibility

To be eligible for a return, your item must be:

Unused and in the same condition you received it
In its original packaging
Accompanied by your order number or the email address used at checkout

3. What Can't Be Returned

Items returned more than 30 days after delivery
Items damaged due to misuse or normal wear and tear
Items marked as final sale at the time of purchase

4. How to Start a Return

Email us at hello@empiti.com with your order number and the reason for your return. Our team replies within 24–48 hours with return instructions. Please don't send items back before hearing from us — returns sent without prior approval won't be accepted.

5. Refunds

Once we receive and inspect your returned item, we'll email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take a few extra days for the refund to appear on your statement.

6. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If an item arrives damaged, defective, or isn't what you ordered, email hello@empiti.com with a photo within 7 days of delivery. We'll arrange a replacement or a full refund at no extra cost to you — in most cases without needing the item sent back.

7. Order Cancellations

We process orders quickly so they ship as soon as possible. Because of this, we can only cancel or change an order if you contact us at hello@empiti.com shortly after purchase, before it enters processing. Once an order has shipped, it can no longer be cancelled — please use the return process above instead.

8. Return Shipping Costs

If you're returning an item because you changed your mind, return shipping is your responsibility. If the item arrived damaged, defective, or incorrect (see Section 6), we cover the cost — you won't pay anything.

9. International Orders and Customs

For orders returned from outside the country of shipment, you are responsible for any customs or duties charges on the return shipment. We recommend checking with your local postal service before sending an item back.

10. Your Rights Under Australian Consumer Law

If you're shopping with us from Australia, our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy is intended to limit, exclude, or modify these rights. If you believe a product you purchased has a problem covered by the ACL, contact us at hello@empiti.com and we will resolve it in line with your legal entitlements.

Customers outside Australia retain any equivalent non-excludable consumer protection rights available under the law of their own country (for example, EU/UK consumer rights or US state consumer protection laws); this policy supplements, and does not replace, those rights.