Refund policy

Returns & Refunds Policy

Updated 20 September 2026

A clear path for change-of-mind returns and problems with gaming hardware.

Your Australian Consumer Law rights

Goods sold to Australian consumers come with guarantees that cannot be excluded. They must be of acceptable quality, match their description and be fit for a purpose made known to us. For a major failure, you can choose a refund or replacement; for a problem that can be fixed, we may be entitled to repair it within a reasonable time. These rights may apply after our voluntary 30-day window. Nothing on this page limits your legal rights.

30-day change-of-mind returns

For a change of mind, contact us within 30 calendar days of delivery. The item must be unused, complete, in its original packaging and suitable for resale, with included controllers, leads, manuals and accessories. We may ask for a photo to check its condition. An item that has been used or is missing parts may not qualify for this optional return; contact us if it is faulty or not as described. A digital item already supplied or a service already performed may have different change-of-mind eligibility disclosed before purchase.

Start a return

Email support@empireroyals.com with your order number, item, reason for return and photos if damaged, faulty or incorrect. Wait for return instructions and the correct destination address. Do not send a parcel to our contact address without a return authorisation; the receiving address may differ. Keep proof of postage and any tracking. We will give you the return address and instructions in our reply.

Return shipping and fees

For an approved change-of-mind return, you pay the return postage; there is no restocking fee. For a product that fails a consumer guarantee, or an incorrect item we supplied, we will cover reasonable return costs or provide a suitable return method. Tell us before incurring unusually high costs. We do not deduct a return shipping fee from an eligible Australian Consumer Law remedy.

What to send back

Pack the hardware securely with all supplied parts. Remove personal accounts and data from a device before returning it where practical, and photograph the contents and packaging. Do not return batteries separately unless we specifically instruct you; follow the carrier’s rules for devices with batteries. A lost parcel sent without tracking may be harder to locate.

Inspection and remedy

After the parcel arrives, we check the order and condition and contact you about the outcome. We may request troubleshooting information for an apparent defect, but this will not take away your legal remedy. For an eligible change-of-mind return we refund the accepted item price; any original express upgrade or delivery charge is refunded only where required by law or expressly agreed. For a consumer guarantee failure, the remedy and any associated reasonable shipping costs follow the law.

Refund timing

After we approve a refund, we initiate it to the original payment method within 10 business days. Your bank or payment provider may take additional time to show the credit. We cannot send a refund to a different payment method without a valid reason and appropriate verification. We will email you when the refund is processed.

Exchanges, gifts and promotions

For a different model or colour, contact us first: availability and price differences may apply. A gift buyer can request help using the original order number; refunds normally return to the original payer. If a bundle or promotion is partially returned, we will explain any price adjustment before processing a discretionary return. Consumer guarantee remedies are unaffected.

Wrong, missing or damaged item

Contact us as soon as practical with photographs of the item, packaging and shipping label. Keep all packaging while we investigate and avoid further use if safety is in question. We will work with you on replacement, repair or refund in line with your rights.

Where to get help

Email support@empireroyals.com or call +61 479 095 200. This policy applies to Empire Royals purchases through our website and is in addition to your rights under the Australian Consumer Law and other applicable consumer laws.

Need help?

Email support@empireroyals.com or call +61 479 095 200. Business contact address: 66 Windemere Road, Alexandra Hills, Queensland 4161, Australia.