REFUND POLICY

Empire Club – Refund & Returns Policy Operated by MAGUI DIGITAL LTD | Company Registration No. 16907584 Registered Office: 86-90 Paul Street, London, England, EC2A 4NE Effective Date: 12 December 2025

At Empire Club, we want you to be completely satisfied with your purchase. This Refund & Returns Policy sets out your rights and our obligations in full compliance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights as a consumer under UK law.

1. Your Statutory Right to Cancel (Cooling-Off Period)

As a consumer purchasing goods online, you have the legal right to cancel your order within 14 calendar days from the day after you receive your goods — without giving any reason. This is your statutory right under the Consumer Contracts Regulations 2013.

To exercise your right to cancel, you must notify us clearly before the 14-day period expires. You may do so by:

  • Emailing us at contact@empireclub.com with your order number and a clear statement that you wish to cancel
  • Using any other clear written statement communicating your intention to cancel

Once you have notified us of your cancellation, you must return the goods to us without undue delay and no later than 14 days from the date of your notification. You are responsible for the direct cost of returning the goods, unless the goods are faulty or were sent in error.

2. How to Request a Return or Refund

To initiate a return or refund, please contact us at contact@empireclub.com with the following information:

  • Your full name and order number
  • The item(s) you wish to return
  • The reason for your return (e.g. changed mind, faulty item, not as described)
  • Whether you prefer a refund or an exchange (where applicable)

Our team will respond within 2 business days with further instructions, including the return address.

3. Conditions for Returns

For a return to be accepted, the following conditions must be met:

  • The item must be in its original, unused, and unaltered condition
  • All original packaging, tags, labels, and accessories must be included
  • The item must not have been damaged, washed, worn, or tampered with by the customer
  • Proof of purchase must be provided (order confirmation email or order number)
  • The return request must be made within the applicable timeframe

We reserve the right to refuse a return or to make a deduction from your refund if items are returned in a condition that suggests use beyond what is reasonably necessary to assess the nature, characteristics, and functioning of the goods.

4. Non-Returnable Items

The following items are not eligible for return or refund, except where they are faulty or not as described:

  • Personalised, custom-made, or bespoke items made to your specification
  • Digital downloads or digital products once accessed or downloaded
  • Perishable goods or items with a limited shelf life
  • Sealed goods that have been opened and cannot be returned for hygiene or health protection reasons
  • Goods that have been inseparably mixed with other items after delivery

5. Faulty, Damaged, or Incorrectly Supplied Items

Under the Consumer Rights Act 2015, you are legally entitled to the following remedies if your item is faulty, not as described, or unfit for purpose:

Within the first 30 days of receipt: You are entitled to a full refund. You do not need to accept a repair or replacement, though you may choose to do so.

Between 30 days and 6 months of receipt: We are entitled to attempt one repair or replacement. If the repair or replacement is unsuccessful, not completed within a reasonable time, or causes you significant inconvenience, you are entitled to a price reduction or a full refund.

After 6 months: The burden shifts to you to demonstrate that the fault existed at the time of delivery. Where this is established, we will offer a repair, replacement, or partial refund as appropriate.

We will cover the full cost of return postage for any items that are faulty, damaged in transit, or incorrectly supplied.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome within 5 business days. If your return is approved, your refund will be processed within 14 calendar days of us receiving the returned goods (or, in the case of a right-to-cancel refund where you have not yet returned the goods, within 14 days of receiving your cancellation notice — provided we have collected or received evidence of the goods being returned).

Refunds will be issued to your original payment method. Please note:

  • Bank or card processing times may result in a further 3–5 business days before the refund appears in your account
  • Original delivery charges will only be refunded if the return is due to our error, a faulty product, or a cancelled order not yet dispatched
  • If you selected a premium delivery option, only the standard delivery cost will be refunded in cases of change-of-mind returns

7. Exchanges

We offer exchanges for items of equal value subject to stock availability. If you wish to exchange an item, please indicate this when you contact us. Exchange items will be dispatched upon receipt and inspection of the returned goods.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • Check your bank or payment account again
  • Contact your card issuer or bank, as processing times vary
  • If you have done both of the above and still have not received your refund, contact us at contact@empireclub.com

9. Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may refer the matter to an approved Alternative Dispute Resolution (ADR) scheme. As required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will confirm in writing whether we agree to use ADR. Consumers may also use the European Commission's Online Dispute Resolution (ODR) platform at: ec.europa.eu/consumers/odr.

10. Contact Us

MAGUI DIGITAL LTD (trading as Empire Club) 86-90 Paul Street, London, England, EC2A 4NE Company Registration No.: 16907584 Email: contact@empireclub.com Website: www.empireclubco.com