30 calendar days
For eligible change-of-mind returns, contact us within 30 calendar days after confirmed delivery.
EMPIRE ROYALS SUPPORT
Returns & Refunds Policy
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30-DAY RETURN WINDOW◆NO RESTOCKING FEE◆RETURN BY MAIL◆AUSTRALIAN CONSUMER LAW PROTECTED◆10-DAY REFUND PROCESSING◆ 30-DAY RETURN WINDOW◆NO RESTOCKING FEE◆RETURN BY MAIL◆AUSTRALIAN CONSUMER LAW PROTECTED◆10-DAY REFUND PROCESSING◆
EMPIRE ROYALS POLICY CORE
RETURNS // REFUNDS // EXCHANGES
Fair returns.
Clear outcomes.
This policy explains exactly when an Empire Royals product can be returned, who pays the return cost, how faulty items are handled and when an approved refund reaches the original payment method.
POLICY STATUSACTIVELAST UPDATED21 SEPTEMBER 2026
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STANDARD CHANGE-OF-MIND WINDOW30 calendar days
Counted from the date your order is shown as delivered.
RETURN METHODBy mail
RESTOCKING FEE$0
REFUND PROCESSINGUp to 10 calendar days
01
POLICY SNAPSHOT
The rules at a glance.
New and unused
Voluntary returns must be unused, complete and in their original packaging with all included parts.
Return by mail
Returns are not accepted in person. Approval and return instructions are required before posting an item.
No restocking fee
Empire Royals does not charge a restocking or processing fee for an approved return.
Available when approved
Eligible products may be exchanged, subject to stock availability and the conditions below.
ACL rights preserved
Nothing in this policy excludes rights and remedies that cannot lawfully be excluded.
02
CHANGE OF MIND
When a standard return is eligible.
If you decide that an otherwise correct and functional product is not right for you, Empire Royals accepts an eligible change-of-mind return when every requirement below is satisfied.
✓ Eligible
- You contact us within 30 calendar days after delivery.
- The product is unused, uninstalled and in resalable condition.
- Original retail packaging, manuals, cables, controllers, accessories, promotional items and other included parts are present.
- Security seals, protective films and labels are intact where reasonably applicable.
- You provide the order number and the email used at checkout.
- You follow the return authorisation and mailing instructions supplied by support.
× Not eligible as change of mind
- The request is submitted after the voluntary 30-day window.
- The product has been used, installed, paired, modified or damaged after delivery.
- Parts, accessories, packaging, gifts or manuals are missing.
- The item shows wear, odour, marks, scratches or other customer-caused damage.
- The item was returned without contacting us or to an address not authorised by support.
- The issue results from misuse, accidental damage or failure to follow supplied instructions.
Important: The exclusions above apply to voluntary change-of-mind returns. They do not remove any rights you may have for faulty, unsafe, materially misdescribed or incorrect goods under applicable law.
03
FAULTY, DAMAGED OR INCORRECT GOODS
When the product is not what it should be.
Please contact us promptly if a product arrives damaged, is different from what you ordered, is missing a component, appears unsafe or develops a fault. Keep the product and its packaging while we assess the issue.
Major problem
A major problem may include a product that is unsafe, materially different from its description, substantially unfit for its normal purpose, or affected by a serious problem that would have stopped a reasonable customer buying it.
For a major problem, Australian consumers can generally choose a refund or replacement.Minor problem
Where the problem is minor and can be fixed within a reasonable time, the available remedy may be a repair. If the issue cannot be remedied within a reasonable time, further remedies may become available.
We will explain the assessment and proposed remedy.Wrong or transit-damaged item
Send clear photographs of the product, packaging, shipping label and damage or discrepancy. Do not discard the packaging before support confirms the next step.
Confirmed Empire Royals or carrier errors are not treated as change of mind.
1
Order details
Order number and checkout email
2
Clear evidence
Photos or short video of the issue
3
Fault description
What happened and troubleshooting tried
4
Preferred remedy
Tell us what resolution you seek
Empire Royals may reasonably inspect or test a returned product before confirming the remedy. We will not direct an Australian customer to resolve a consumer-guarantee claim only with the manufacturer.
04
RETURN PROTOCOL
How to start and complete a return.
REQUEST
Contact support first
Email support@empireroyals.com or use the Contact Us page. Include your order number, checkout email, reason for the return and supporting images when relevant.
REVIEW
Receive return authorisation
Support will assess the request, confirm whether the return is eligible and provide the correct return address and instructions. Do not send the item to an address shown on a parcel without approval.
PACK
Protect every component
Pack the product securely. For a change-of-mind return, include the original packaging and every accessory, cable, controller, manual, promotional item and included component.
SHIP
Use a trackable mail service
Post the return to the authorised address. Keep the receipt and tracking number until the return and refund are complete. Empire Royals is not responsible for an untracked voluntary return lost in transit.
INSPECT
Return is checked
After delivery to the authorised return location, we check the item against the approved request, condition requirements and included components.
RESOLVE
Refund, exchange or other remedy
We email the outcome. Approved refunds are initiated to the original payment method within 10 calendar days after approval.
05
RETURN COSTS
Who pays the postage?
Return reasonReturn shippingOriginal delivery chargeRestocking fee
Change of mindCorrect, functional item no longer wantedCustomer responsibilityNormally not refundableNone
Confirmed faulty productConsumer guarantee not metEmpire Royals covers reasonable cost where requiredHandled according to applicable lawNone
Incorrect item sentEmpire Royals fulfilment errorEmpire Royals responsibilityNo customer penaltyNone
Confirmed transit damageReported with suitable evidenceEmpire Royals provides instructionsNo customer penaltyNone
Do not pay unexpected international postage or return an item internationally before receiving written instructions. When we are responsible for reasonable return costs, support will explain whether a label is provided or documented reasonable postage is reimbursed.
06
REFUND ENGINE
Approval, timing and payment method.
RETURN DELIVEREDCarrier confirms arrival
→
INSPECTIONCondition and request checked
→
DECISION EMAILApproval or next steps sent
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REFUND INITIATEDWithin 10 calendar days
Original payment method
Approved refunds are returned to the original payment method unless another method is agreed or required. We do not substitute store credit for a refund you are legally entitled to receive without your agreement.
Bank posting time
After Empire Royals initiates a refund, your bank, card issuer or payment provider may require additional time to display it. That external posting time is not controlled by Empire Royals.
Partial refund situations
For voluntary returns only, a deduction may be considered if the returned item is incomplete, damaged or materially reduced in value through handling beyond what was reasonably necessary. We will explain any proposed deduction. This does not override non-excludable legal rights.
Discounts and bundles
A refund reflects the amount actually paid after discounts. If part of a bundle or multi-buy promotion is returned, the retained items may be recalculated under the promotion’s stated terms where lawful and disclosed.
07
EXCHANGES & CANCELLATIONS
Changing the outcome.
Exchanges
Eligible exchanges are subject to stock availability. Contact support within the applicable return window and wait for authorisation. If the replacement has a different price, support will explain any amount payable or refundable before proceeding.
If fast replacement is essential, support may recommend placing a new order and returning the original eligible item separately.
Order cancellations
Contact us immediately if you need to cancel. We will try to help, but cancellation is not guaranteed after processing, fulfilment or dispatch begins. Once dispatched, the order must follow the applicable return process after delivery.
See our Cancellation Policy for additional information.
08
INTERNATIONAL RETURNS
Cross-border returns need approval first.
Customers outside Australia must contact support before posting a return. The return location may differ from the original dispatch location, and customs documentation must accurately describe the parcel as returned merchandise.
- ✓Wait for the authorised return address.
- ✓Use tracked mail and keep proof of postage.
- ✓Do not declare a false value or description.
- ✓Customer-paid duties and taxes are not automatically recoverable from Empire Royals.
- ✓Import charges created by incorrect return documentation may be deducted where lawful and attributable to the sender.
- ✓Your mandatory rights under the law applicable to the transaction remain unaffected.
For delivery and customs information, read our Cross-Border Orders Policy.
09
REAL-LIFE DECISION SCENARIOS
Seven questions customers actually face.
01I opened the game stick and tested it once. Can I return it because I changed my mind?
A change-of-mind return generally requires the product to remain new and unused. Opening, connecting or using the product can make it ineligible as a voluntary return. However, if testing revealed a genuine fault, contact us—the faulty-product rules and your legal rights are assessed separately.
02My parcel arrived with the wrong storage variant. What should I do?
Do not use the incorrect item. Photograph the product, variant label, parcel label and packaging, then contact support with your order number. Once the fulfilment error is confirmed, we will provide the appropriate replacement or refund instructions without treating it as change of mind.
03The controller worked initially but developed a problem after the 30-day window. Am I automatically refused?
No. The 30-day period governs Empire Royals’ voluntary change-of-mind policy. It does not impose an automatic cut-off on rights for genuine faults. Contact support with the order details, description and evidence so the product can be assessed under applicable consumer guarantees.
04Tracking says delivered, but I cannot find the parcel. Is that a return request?
No. First check safe places, household members, neighbours where appropriate and any carrier delivery evidence. Then contact support promptly through our Track Your Order page. We will review available order and carrier information.
05I threw away the retail box but the product is faulty. Do I lose my rights?
Missing packaging may affect a voluntary change-of-mind return, but it does not automatically remove remedies for a product that fails applicable consumer guarantees. Keep the product and all remaining components, and contact us for assessment instructions.
06I used a discount code. Will my refund be based on the crossed-out price?
No. An approved refund is generally based on the amount actually paid for the returned product after the discount, plus any other amounts that must be refunded under applicable law. It is not based on a higher comparison or crossed-out price that you did not pay.
07I mailed the return but lost the tracking receipt. What happens now?
Contact the postal service and ask whether the tracking record can be recovered. For a customer-arranged change-of-mind return, Empire Royals cannot complete the inspection or refund until the parcel is received and identified. This is why a tracked service and retained receipt are strongly required.
RETURN SUPPORT ONLINE
Ready to open a return request?
Send your order number, checkout email, return reason and any relevant photos. We will confirm the correct next step and return address.
PHONE+61 479 095 200
BUSINESS ADDRESS66 Windemere Road, Alexandra Hills QLD 4161, Australia