Returns, Refunds & Cancellation Policy

Welcome to Empire Games

We appreciate your confidence in Empire Games ("Empire Games," "we," "our," or "us") when you use our digital ecosystem, including www.empiregames.in ("Site"), the Empire Games mobile platform ("Application"), and associated services (collectively, the "Platform"). We strive to deliver exceptional products and gaming entertainment. However, we understand that occasionally items may not meet your requirements upon arrival. This document outlines our approach to handling returns, refunds, and cancellations to ensure a transparent and efficient experience.

This policy covers merchandise from Empire Games as well as our gaming offerings. It operates in conjunction with our Shipping Guidelines, User Agreement, Data Protection Notice, and Game Regulations.

PRODUCT RETURNS & EXCHANGES

Return Eligibility

Merchandise bought via Empire Shop may be returned within one week following receipt if items arrive damaged, faulty, mismatched to the order, or incomplete. Our support specialists will review all return claims. Should you believe your situation warrants a return, reach out to our assistance team at [email protected]. Include comprehensive photographic and video documentation showing the sealed package (displaying the courier label) alongside the product concern.

What Can Be Returned?

Eligible for Return:

• Merchandise arriving with damage or manufacturing faults
• Items lacking advertised components or features
• Orders containing incorrect quantities, dimensions, or materials
• Products not matching their listed descriptions

Not Eligible for Return:

• Items with limited shelf life
• Health and sanitation articles
• Merchandise designated as final sale during checkout
• Items that have been unwrapped, utilised, or lack factory packaging with labels
• Virtual currency, shopping balance, and account funds (excluding mistaken or incorrect transactions)
• Electronic vouchers, promotional codes, and gift certificates after activation or use

For electronic merchandise returns, remove all private information beforehand. You bear responsibility for data deletion prior to return shipment. We accept no liability for complications stemming from personal information remaining on devices.

Qualifying Defects

Products meet our criteria for damaged, defective, or incorrect when:

• Product integrity seals are compromised, or leakage exists
• Advertised parts or specifications are absent
• Delivered quantities or dimensions differ from the order
• Materials used differ from product listings
• Items fail to correspond with published descriptions
• Contents are missing despite intact packaging
• Delivery containers show evidence of damage or tampering evidence

Exchange Requests

Exchanges are accommodated for merchandise with manufacturing defects, arrival damage, or order discrepancies. Contact our support division at [email protected] within one week of delivery. Provide visual documentation, including unopened packaging with visible courier labels, for exchange processing.

Time-Sensitive Limitations

Return and exchange requests submitted beyond the one-week timeframe cannot be accommodated.

Damaged or Incorrect Deliveries

Upon receiving compromised, wrong, or empty shipments, document the situation thoroughly with photographs of both merchandise (when applicable) and packaging materials. Recording video footage of unopened packages displaying courier labels is mandatory. Submit recordings, photographs, and transaction details to [email protected]. Refund or return processing requires this video documentation.

Quality Expectations

Returns or exchanges based on personal preference or subjective quality assessments are not accepted. Our policy exclusively covers damaged, defective, or incorrect items as defined herein. Personal dissatisfaction with product quality does not constitute valid grounds for returns or refunds.

ORDER CANCELLATIONS

Cancellation Procedures

Pre-Shipment: Orders awaiting dispatch may be cancelled by contacting [email protected] from your account email with your transaction number. Complete refunds will be issued to your Empire Games App Shopping Balance or initial payment source within 5-7 business days.

Post-Shipment: Shipped orders cannot be cancelled. You may utilise our return procedures after delivery within the one-week window.

REFUND PROCESSING

Refund Timelines

Product Returns: Refunds processed to your Empire Games App Shopping Balance or original payment channel within 7-10 business days after our team receives and authenticates the returned merchandise. Shopping Balance funds are available for subsequent purchases. Account balance updates may require additional processing time.

Pre-Shipment Cancellations: Refunds are complete within 5-7 business days to your EG App Shopping Balance or payment source.

Gaming Refunds: For mistaken deposits, technical gameplay disruptions, or related gaming refunds, processing occurs within 48 hours to two weeks based on investigation requirements.

Refund Requirements

Refunds are granted when:

• Merchandise returns in factory condition (sealed, unused, with original packaging, documentation, and accessories)
• Products returned in delivery condition
• Video evidence of sealed packages with courier labels is supplied (for damaged/defective claims)

Refunds may be declined if:

• Products sustained damage during your possession
• Items don't return in received condition
• Returned merchandise differs from shipped items
• Requests arrive after the one-week period

Note: Promotional gaming tokens (1 Rs = 1 game point) accompanying purchases are non-refundable and will be deducted from your Gaming Balance when products are returned.

Delayed Refunds

Refund processing typically completes within 7-10 business days for returns and 5-7 business days for cancellations from request or collection dates. For inquiries regarding pending refunds, contact [email protected].

CUSTOMER SUPPORT