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Here at THE EMPRESS GENERAL STORE, we care about reasonable price, quality and customer service. We take great pride in 100% customer satisfaction because YOU pay our bills. We want you to be able to feel confident that you can come back again and again and you will always be treated with professionalism, respect and kindness and you will leave with a smile on your face. We have a thirty day return policy which is outlined below. Thank you for shopping with us.

RETURNS
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please feel free to ask us anyway. Life happens!!

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

An RMA number must be obtained by contacting us at vernevens@gmail.com. Please explain the situation as clear as possible and attach pictures or video if possible. Please don't just send it to us because we probably won't know why we got it or what to do with it.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Books with obvious signs of use
CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 24 hours.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at vernevens@gmail.com. I will respond within 24 hours or less.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at vernevens@gmail.com to request an RMA Number. Once the RMA Number is obtained, send your item to: PO Box 95, 231 3rd Ave E Empress Alberta CA T0J 1E0.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will find out about your return.

Shipping
To return your product, you should mail your product to: PO Box 95, 231 3rd Ave E Empress Alberta CA T0J 1E0

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Last Updated: 19 Mar 2017 16:29:28 PDT home  |  about  |  terms  |  contact
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