EMPIRE ROYALS SUPPORT
Cancellation Policy
Order Changes & Cancellation
What to do when you need to change a gaming order before it leaves.
Updated 20 September 2026Before dispatch
Email support@empireroyals.com immediately with your order number and the requested change. If an order has not been dispatched, we will try to cancel it and refund the original payment method, or adjust the order where our system allows. Preparation and carrier collection can happen quickly, so we cannot promise a pre-dispatch change until we confirm it.
After dispatch
If a parcel has been dispatched, we generally cannot stop or redirect it. Once delivered, use our Returns & Refunds Policy to request a change-of-mind return within 30 calendar days of delivery if eligible. Faulty, damaged or misdescribed goods remain covered by applicable consumer guarantees.
Address or model changes
Check the confirmation email for spelling, postcode, selected model and accessories. Send corrections promptly. A requested change may affect price, stock or the delivery estimate. We will explain any difference and obtain your agreement before charging more.
Refunds after cancellation
When we confirm cancellation of an undelivered order, we initiate the refund to the original payment method within 10 business days. The bank or payment provider may take additional time to post it. If only part of a multi-item order is cancelled, we will identify the affected item and any resulting shipping adjustment.
Unavailable items
If we cannot supply an item, we will contact you about an available alternative or refund the affected amount. We will not silently replace a console, storage variant or controller with a different specification.
Recurring charges
The gaming hardware shown on the storefront is sold as a one-off purchase unless a specific listing and checkout expressly identify a subscription. If a future subscription is offered, its recurring price, term and cancellation process must be stated at sign-up; contact us about any unexpected recurring charge.
Your legal rights
Nothing in this policy changes a right to cancel, refund, repair or replacement that applies under the Australian Consumer Law or another applicable consumer law.
Need help?
Email support@empireroyals.com or call +61 479 095 200.
66 Windemere Road, Alexandra Hills, Queensland 4161, Australia. Include your order number when contacting us about an order.