Refund policy

Refund and Return Policy

Thank you for shopping at Empress Mart. We want you to be happy with your order. Please read our policy below.

1. Returns and Exchanges: Mobile Accessories

  • You can request a return or exchange within 7 days of receiving your order.
  • The item must be unused, in its original packaging, and with all accessories and the invoice.
  • If the product is defective or damaged on arrival, we will replace it free of charge.
  • Items with a manufacturer warranty (chargers, earbuds, power banks, smart watches) are covered according to the warranty terms of that product.

2. Customized Gifts and Stamps

  • Customized products (mugs, cushions, photo frames, name plates, stamps, and other made-to-order items) are made specially for you, so they are not eligible for return or refund once production has started.
  • If the item arrives damaged, defective, or with an error made by us (wrong name, wrong photo, wrong text), we will reprint or replace it free of charge.
  • Mistakes in the text, name, or design provided by the customer at the time of order are not covered.
  • Please check the design proof carefully before approving it.

3. Reporting a Problem

  • You must contact us within 48 hours of delivery for damaged, defective, or wrong items.
  • Please send clear photos or a short unboxing video of the product and the packaging on WhatsApp or email, along with your order number.

4. Refunds

  • Refunds are issued only when a replacement is not possible.
  • Approved refunds are processed within 7 to 10 working days to the original payment method or by bank transfer, Easypaisa, or JazzCash.
  • Delivery charges are non-refundable, unless the error was ours.

5. Order Cancellation

  • Orders for ready-made items can be cancelled before they are shipped.
  • Customized orders cannot be cancelled once design or production has started.

6. Return Shipping

  • If the return is due to our mistake, we will cover the shipping cost.
  • In other approved cases, the customer pays the return shipping cost.

7. Contact Us
WhatsApp: 0302-6216913
Email: Empressmartbyfari@gmail.com