Refund policy
Last updated: September 18, 2026
The provisions below apply according to the country to which your order is shipped. Where mandatory consumer protection laws provide greater rights than those described in this policy, those rights will apply.
Shipping & Returns Policy — United States
Thank you for shopping with EmperoGear. Because our products are made to order, our return and refund policy is designed to address products that arrive damaged, defective, or incorrect while keeping our production process sustainable.
This policy applies to orders shipped within the United States.
1. Returns and Exchanges
Because EmperoGear products are made to order, we do not accept returns or exchanges for change of mind or ordering the wrong size, color, or product.
Please carefully review the product description, size chart, color options, and other product information before placing your order.
We are not responsible for issues resulting from a customer selecting the wrong size, color, or product during checkout.
Nothing in this policy limits any consumer rights that cannot legally be excluded or limited under applicable law.
2. Damaged or Defective Products
If your product arrives damaged or defective, please contact us within 30 days of delivery.
To help us resolve the issue, please provide:
- Your order number
- A description of the problem
- Clear photographs of the affected product
- Photographs of the packaging, if the package was damaged during shipping
We may request additional information or photographs when necessary to evaluate the issue.
If the product is confirmed to be damaged or defective, EmperoGear may provide a replacement, refund, or another appropriate resolution, depending on the circumstances.
You will not normally be required to return a damaged or defective product unless we specifically request it.
3. Incorrect Products
If you receive a product that is different from what you ordered, please contact us within 30 days of delivery.
Please provide your order number and photographs of the product received.
If the error is confirmed to have occurred during fulfillment, we will provide an appropriate resolution, which may include a replacement at no additional cost.
4. Refunds
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may depend on your bank, credit card company, or payment provider.
Unless otherwise required by applicable law, original shipping charges are not refundable.
5. Replacements
When a replacement is approved because of a manufacturing defect, damage, or fulfillment error, EmperoGear will arrange for the replacement to be produced and shipped at no additional cost to the customer.
Replacement products may be subject to normal production and shipping times.
6. Lost or Missing Packages
If your tracking information indicates that your order was delivered but you cannot locate the package, please first check your delivery location and contact the shipping carrier.
You may also contact us and we will assist where reasonably possible.
However, we cannot guarantee a refund or replacement for packages that the carrier confirms as successfully delivered to the address provided at checkout.
7. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned because an incorrect or incomplete address was provided, additional shipping charges may apply if you request that the order be reshipped.
If you do not request reshipment, any refund may be reduced by shipping or fulfillment costs already incurred, to the extent permitted by applicable law.
8. Order Cancellations
Orders may be cancelled by contacting us as soon as possible after purchase.
Cancellation requests are subject to the status of your order. If your order has not yet entered production, we will make reasonable efforts to accommodate your request.
Once an order has entered production or has been shipped, it generally cannot be cancelled. However, this does not affect any cancellation or refund rights required by applicable law.
If we are able to cancel your order, the applicable refund will be issued to the original payment method.
9. How to Request a Refund or Replacement
To request assistance with a damaged, defective, or incorrect product, contact us at:
Email: info@emperogear.com
Please include:
Subject: Return/Refund Request — Order #[Your Order Number]
And provide:
- Your order number
- The name used to place the order
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where relevant
We will review your request and respond with the appropriate next steps.
10. Contact Information
EmperoGear
Email: info@emperogear.com
Business Address: 133 Dacia Boulevard, Floor D, Sector 2, Bucharest, Romania
Business Registration Number: J2026052963009
FOR COSTUMERS FROM EU:
Shipping & Returns Policy — European Union
Last updated: September 15, 2026
Thank you for shopping with EmperoGear. This Shipping & Returns Policy applies to orders shipped to customers within the European Union.
Our products are made to order, and we work with third-party fulfillment partners to produce and ship your purchases. We aim to provide clear information about shipping, returns, refunds, and your consumer rights.
1. Shipping
Order Processing & Production
EmperoGear products are generally made to order.
Orders are typically processed and produced within 2–7 business days. During holidays, periods of high demand, or circumstances outside our control, production may take longer.
Once production is complete, your order will be handed over to the relevant shipping carrier.
Estimated Delivery Times
Estimated delivery times within the European Union are generally:
- Standard Shipping: approximately 3–8 business days after production
- Total estimated time from order placement to delivery: approximately 5–15 business days
These are estimates and not guaranteed delivery dates. Actual delivery times may vary depending on the destination country, carrier, seasonal demand, weather, and other circumstances outside our control.
Shipping Costs
Shipping costs are displayed at checkout before you complete your purchase.
Where applicable, shipping charges may vary depending on:
- Destination country
- Product type
- Order quantity
- Fulfillment provider
- Shipping method
If an order contains products fulfilled by different providers, items may arrive in separate packages and may be subject to separate shipping charges, as displayed at checkout.
Tracking
When your order ships, you will receive a shipping confirmation email containing tracking information when available.
Please allow some time for tracking information to become active after dispatch.
Shipping Delays
We will make reasonable efforts to meet the estimated delivery times. However, delays may occur because of circumstances outside our reasonable control, including:
- Carrier delays or service interruptions
- Severe weather
- Natural disasters
- Holidays and periods of unusually high demand
- Incorrect or incomplete shipping information
- Other unforeseen fulfillment or transportation issues
If your order is significantly delayed, please contact us so we can assist you.
2. Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you provide an incorrect or incomplete address, please contact us as soon as possible. We will make reasonable efforts to correct the address before the order enters production or shipping, but changes cannot be guaranteed.
If an order is returned because of an incorrect or incomplete address, additional shipping costs may apply if reshipment is requested, subject to applicable consumer rights.
3. Right of Withdrawal — 14 Days
Under EU consumer protection rules, consumers generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without having to provide a reason.
The withdrawal period generally ends 14 days after the day on which you, or a third party designated by you, receive the goods.
If your order is delivered in multiple shipments, the withdrawal period generally begins when you receive the last item or the last part of the order, where applicable.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.
You may contact us at:
Email: info@emperogear.com
You may use the following wording:
I hereby inform you that I wish to withdraw from my purchase of the following product(s): [product name].
Order number: [order number]
Date ordered: [date]
Date received: [date]
Customer name: [name]
Customer address: [address]
You may also send us an unequivocal statement expressing your decision to withdraw.
Returning the Product
After notifying us of your withdrawal, you must generally send the goods back within 14 days.
If you withdraw from a purchase because you have changed your mind, you are responsible for the direct cost of returning the goods. EmperoGear does not provide free returns for unwanted products, unless applicable law expressly requires otherwise.
If a product is defective, incorrect, damaged upon arrival, or otherwise subject to a different legal remedy, please contact us so we can provide the appropriate instructions in accordance with applicable law.
Please contact us before returning an item so we can provide the appropriate return instructions and return address.
Condition of Returned Products
You may handle and inspect the goods only to the extent necessary to establish their nature, characteristics, and functioning.
You may be liable for any diminished value resulting from handling beyond what is necessary to inspect the goods, as permitted by applicable law.
4. Made-to-Order Products
Our products are made to order. However, being made to order does not, by itself, remove the statutory 14-day withdrawal right.
The right of withdrawal may not apply to goods that are made to the consumer's specifications or clearly personalized, where the applicable legal exception applies.
For example, a product specifically customized according to a customer's individual specifications may qualify for an exception. A standard product selected from our regular catalog is not automatically exempt merely because it is produced after purchase.
If you believe an exception may apply to your order, please contact us.
5. Refunds for Withdrawn Orders
If you validly exercise your right of withdrawal, we will refund the payments received from you, including the standard delivery cost charged for the order, subject to applicable law.
If you selected a more expensive delivery option than the least expensive standard delivery option we offer, we are generally not required to reimburse the additional cost.
Refunds will generally be issued using the same payment method used for the original transaction, unless otherwise agreed.
We may withhold reimbursement until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first, where permitted by applicable law.
Refunds will generally be processed without undue delay and within the applicable legal timeframe.
6. Damaged or Defective Products
If your product arrives damaged, defective, or does not conform to the contract, please contact us as soon as possible.
For assistance, please provide:
- Your order number
- A description of the issue
- Clear photographs of the affected product
- Photographs of the packaging, where relevant
EU consumers benefit from statutory legal guarantee rights for goods that are defective or do not conform to the contract. These rights are separate from the voluntary 14-day withdrawal right.
Where a product is defective or does not conform to the contract, you may be entitled to remedies such as repair, replacement, price reduction, or termination of the contract, depending on the circumstances and applicable law.
We will work with you to determine the appropriate resolution.
You should not be required to bear return shipping costs for a product that is defective or incorrect due to our error, where applicable law requires us to cover those costs.
7. Incorrect Products
If you receive a product that is different from what you ordered, please contact us as soon as possible.
Please provide your order number and photographs of the product received.
If the error is confirmed to have occurred during fulfillment, we will arrange an appropriate resolution, which may include a replacement or refund, in accordance with applicable law.
8. Lost or Missing Packages
If tracking indicates that your order was delivered but you cannot locate it, please first check your delivery location and contact the shipping carrier.
You may also contact us so we can assist with the investigation.
Where applicable, responsibility for the goods remains governed by the relevant consumer protection rules, including rules concerning delivery and the transfer of risk.
9. Packages Returned to Sender
If a package is returned because of an incorrect address, failure to accept delivery, or another delivery issue, please contact us.
We will review the circumstances and explain the available options.
Any additional shipping charges for reshipment will be communicated in advance and applied only where permitted by applicable law.
10. Order Cancellations
You may contact us as soon as possible if you wish to cancel an order before it enters production.
Because our products are made to order, cancellation requests cannot always be accommodated after production has begun.
However, any statutory right of withdrawal or other mandatory consumer right remains unaffected.
For orders already shipped or received, the applicable withdrawal and return procedures described in this policy will apply.
11. How to Contact Us
For shipping questions, withdrawal requests, returns, refunds, or product issues, please contact:
EmperoGear
Email: info@emperogear.com
Business Address: 133 Dacia Boulevard, Floor D, Sector 2, Bucharest, Romania
Business Registration Number: J2026052963009
When contacting us about an order, please include your order number.