Refund policy

EMPHOS GROUP

Refund Policy

Last Updated: April 5, 2026

At Emphos Group, your satisfaction is our priority. We stand behind every product we sell and want to make the return and refund process as clear and straightforward as possible. Please read this Refund Policy carefully before making a purchase. By placing an order through our Services, you agree to the terms set out below.

 

This Refund Policy forms part of our Terms of Service. In the event of any conflict between this policy and our Terms of Service, this Refund Policy governs with respect to refund and return matters.

 

If you have any questions about this policy, please contact us at info@emphosgroup.com before placing your order.

You have 30 calendar days from the date your order is delivered to initiate a return request. After 30 days from the delivery date, we are unable to accept returns or issue refunds, except in cases involving manufacturer defects or where required by applicable law.

 

The return window begins on the date of confirmed delivery as recorded by the carrier, not the date of purchase. If your order does not arrive within the expected delivery window, please contact us promptly so we can investigate.

2.1 Eligible Items

To qualify for a return and refund, items must meet all of the following conditions at the time they are received back by us:

•       The item is in its original, unused, and unaltered condition.

•       The item is in its original packaging with all tags, labels, inserts, and accessories intact.

•       The item is accompanied by the original receipt or proof of purchase.

•       The return is initiated within the 30-day return window.

•       A Return Merchandise Authorization (RMA) number has been issued by Emphos Group prior to the item being shipped back.

2.2 Non-Returnable Items

The following items are strictly non-returnable and non-refundable, regardless of condition:

•       Items marked as “Final Sale,” “All Sales Final,” or “Non-Returnable” at the time of purchase.

•       Items that have been used, washed, worn, opened, damaged, or altered after delivery.

•       Perishable goods or consumable products once opened or used.

•       Health, beauty, and personal hygiene products once opened or with the seal broken.

•       Digital products, downloadable content, or software once accessed or activated.

•       Gift cards, store credits, and vouchers.

•       Custom, personalized, engraved, or made-to-order items.

•       Hazardous materials or items that cannot be returned by law for health or safety reasons.

•       Items purchased through third-party retailers or unauthorized resellers.

•       Items returned without a valid RMA number.

2.3 Partial Returns

If your order contained multiple items and you wish to return only some of them, each item will be assessed individually against the return eligibility criteria above. Refunds will be issued only for the returned items that meet the eligibility requirements. Original order-level shipping charges are not refunded on partial returns unless the partial return is due to our error.

To begin the return process, please follow these steps:

 

•       Contact us at info@emphosgroup.com within your 30-day return window. Include your order number, the name of the item(s) you wish to return, and a brief description of the reason for the return.

•       Our team will review your request and, if approved, issue you a Return Merchandise Authorization (RMA) number along with return instructions and the return shipping address. Please allow 1–2 business days for this response.

•       Securely package the item(s) in the original packaging where possible. Clearly write your RMA number on the outside of the package. Items returned without an RMA number will not be accepted and may be returned to sender at your expense.

•       Ship the package using a trackable shipping method. We strongly recommend purchasing shipping insurance for items of significant value. Emphos Group is not responsible for items lost or damaged in return transit.

•       Email us your tracking number and carrier name once your return shipment is on its way.

 

Please do not send your purchase back to the manufacturer or to any address other than the one provided in your RMA instructions. We reserve the right to refuse returns that do not comply with this process.

4.1 Customer-Initiated Returns

If you are returning an item due to a change of mind, incorrect size or colour selection, or any reason other than a defect or our error, return shipping costs are your responsibility. We recommend using a trackable, insured shipping method, as we cannot process your refund for items that are lost or damaged in transit on their way back to us.

4.2 Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged in transit, or is not the item you ordered, we will cover the full cost of return shipping. In these cases, we will provide you with a prepaid return shipping label upon approval of your return request. Please do not discard the original packaging or any damaged materials, as these may be required for carrier claims.

4.3 Original Shipping Charges

Original outbound shipping charges paid at the time of purchase are non-refundable, except in cases where the return is the direct result of our error (e.g., wrong item shipped, item arrived damaged or defective). In such cases, we will refund the original shipping charge in full along with the product cost.

Once your returned item is received at our facility, our team will inspect it within 3–5 business days to verify that it meets our return eligibility criteria. We will notify you by email once the inspection is complete.

 

If your return is approved, your refund will be processed as described in Section 6 below.

 

If your return is rejected (for example, because the item shows signs of use, damage, or is missing components), we will notify you by email with the reason for rejection. In such cases, we may offer to ship the item back to you at your cost, or arrange an alternative resolution at our discretion. Items that are not eligible for return will not be held indefinitely; if we do not receive instructions from you within 14 days of the rejection notice, we reserve the right to dispose of the item.

6.1 Refund Method

Approved refunds will be issued to the original payment method used at the time of purchase. We are unable to issue refunds to a different card, account, or payment method than the one originally used.

 

If your original payment method is no longer valid (e.g., an expired card or closed account), please contact us at info@emphosgroup.com and we will work with you to arrange an alternative refund method, such as store credit.

6.2 Refund Timeline

Once your return has been inspected and approved, refunds are typically processed within the following timeframes:

•       Credit and debit card refunds: 5–10 business days after approval, depending on your card issuer or bank.

•       PayPal or digital wallet refunds: 3–5 business days after approval.

•       Store credit: Issued within 1–2 business days after approval.

 

Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account is determined by your financial institution and is outside of our control. If you have not received your refund after 10 business days, please first check with your bank or card issuer before contacting us.

6.3 Partial Refunds

In certain circumstances, we may issue a partial refund rather than a full refund. This may occur when:

•       The item is returned in a condition that is not fully consistent with our eligibility requirements but is still resaleable at a reduced value, at our discretion.

•       Only a portion of a multi-item order is returned.

•       A restocking fee applies (see Section 6.4 below).

•       A promotional discount or bundle pricing adjustment is required.

6.4 Restocking Fee

We do not currently charge a restocking fee for standard eligible returns. However, we reserve the right to apply a restocking fee of up to 15% of the item’s purchase price for returns that require significant repackaging, reconditioning, or where the return does not fully comply with our eligibility requirements but is accepted at our discretion. Any applicable restocking fee will be communicated to you prior to processing.

6.5 Refund on Sale Items

Items purchased on sale, with a discount code, or as part of a promotional bundle will be refunded at the price actually paid, not the original retail price. Items marked as “Final Sale” at the time of purchase are not eligible for refund.

We are happy to offer exchanges for items of equal or lesser value, subject to product availability. If you would like to exchange an item, please contact us at info@emphosgroup.com within your 30-day return window with your order number and details of the item you would like in exchange.

 

To process an exchange, we will first verify that your original item qualifies under our return eligibility criteria (Section 2). If the replacement item you want is of greater value than the original item, you will be required to pay the difference before the replacement is shipped. If it is of lesser value, we will refund the difference to your original payment method.

 

Exchanges are processed as a new order once the original returned item has been received and inspected. Shipping charges for the replacement item will be calculated and may apply depending on your location and the selected shipping method.

If you receive an item that is defective, arrived damaged in transit, or is not the item shown on your order confirmation, please contact us at info@emphosgroup.com within 7 calendar days of delivery. To help us resolve your issue as quickly as possible, please include:

•       Your order number.

•       A description of the defect, damage, or discrepancy.

•       Clear photographs of the item, the damage or defect, and the original packaging (including any damage to the outer box).

 

Depending on the nature and circumstances of the issue, we will offer one of the following resolutions at our discretion:

•       A full replacement of the item at no additional cost to you, including free return shipping where applicable.

•       A full refund of the item price and original shipping charges.

•       A partial refund where the defect or damage is minor and does not substantially affect the use or value of the item, and where you agree to keep the item.

 

Emphos Group reserves the right to request the return of defective or damaged items before issuing a replacement or refund. Prepaid return labels will be provided in such cases.

9.1 Cancellation Before Shipment

If you wish to cancel your order, please contact us immediately at info@emphosgroup.com. Orders that have not yet been processed for shipment may be cancelled and fully refunded. Due to the speed at which orders are processed, we cannot guarantee cancellation once an order has been submitted, and we encourage you to contact us as soon as possible.

9.2 Cancellation After Shipment

Once an order has been shipped, it can no longer be cancelled. You will need to follow our standard return process outlined in Section 3 once the item has been delivered. Original shipping charges will not be refunded for orders that have already been shipped.

9.3 Cancellations by Emphos Group

We reserve the right to cancel any order at any time for reasons including but not limited to product unavailability, pricing errors, payment issues, or suspected fraudulent activity. In such cases, you will be notified by email and a full refund will be issued to your original payment method within 5–10 business days.

If you received an item as a gift and wish to return it, we can issue a store credit in lieu of a cash refund, provided the item meets our standard return eligibility requirements. To initiate a gift return, please contact us at info@emphosgroup.com with the order number associated with the gift (if available) and a description of the item.

 

If the original purchaser initiated the return, any refund will be issued to the original payment method used, not to the gift recipient.

In certain circumstances, such as gift returns or at your request, we may issue store credit in lieu of a cash refund. Store credit issued by Emphos Group:

•       Has no expiry date.

•       Is non-transferable and may only be used by the account holder to whom it was issued.

•       Cannot be redeemed for cash or applied to previous purchases.

•       Is applied at checkout and may be combined with promotional discounts where applicable.

•       Is subject to the full terms of use stated on the credit at the time of issuance.

 

We reserve the right to modify or discontinue our store credit program at any time. Existing store credits will be honoured under the terms applicable at the time of issuance.

Nothing in this Refund Policy is intended to limit, exclude, or modify any rights you may have under applicable consumer protection legislation, including but not limited to the Business Practices and Consumer Protection Act (British Columbia) or other applicable Canadian provincial or federal legislation. Where such legislation provides you with rights that cannot be waived by agreement, those rights apply to the fullest extent of the law, and this policy is to be read as supplementary to, and not in derogation of, those rights.

 

If you believe you are entitled to a remedy under applicable consumer protection law that is not addressed by this policy, please contact us directly and we will work with you in good faith to reach a fair resolution.

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of the Services following any changes constitutes your acceptance of the revised policy. We encourage you to review this policy periodically. For purchases made prior to a policy change, the version of the policy in effect at the time of purchase will apply.

If you have any questions about this Refund Policy, need help initiating a return, or would like to discuss a refund or exchange, please reach out to our team:

 

Emphos Group

9398 Coote Street, Chilliwack, BC, V2P 6B5, Canada

Email: info@emphosgroup.com

We aim to respond to all refund and return inquiries within 1–3 business days. Our goal is to make every resolution simple, fair, and hassle-free.

 

© 2026 Emphos Group. All rights reserved.