Refund policy
Return & Refund Policy
Last updated: October 20, 2026
Our Approach to Returns
We want you to be happy with your order. Many of the products we sell are specialized, custom-built, or shipped directly from the manufacturer. While all sales are final unless otherwise stated on the product page, if you need to return or exchange an item, contact us and we’ll do our best to accommodate your request. Some returns and exchanges may be subject to a restocking fee. All returns, exchanges, cancellations, and refunds are subject to approval by Empire Tech Solutions, Inc. (“ETS”). Damaged, defective, or incorrect items are addressed separately below.
Return Authorization
To request a return, please contact us within 30 days of delivery. A Return Merchandise Authorization (RMA) number is required before any item is shipped back to us. Returns received without an RMA may be refused or returned to the sender at the sender’s expense.
Return Conditions
Approved returns must be unused, uninstalled, and in their original, unopened packaging, with all components, documentation, and accessories included. Approved returns may be subject to a restocking fee. ETS will inspect all returned items, and its determination of condition and eligibility is final. Refunds may be reduced or denied for items that are used, damaged, incomplete, or not in resalable condition.
Non-Returnable Items
Unless the product page states otherwise, the following items are not eligible for return:
- Custom, configured, cut-to-size, or made-to-order products, including workbenches and modular structures
- Special-order and non-stock items
- Cleanroom consumables, garments, and packaging materials that have been opened
- Items that have been installed, used, or modified
- Clearance and final-sale items
Manufacturer-Direct Shipments
Some products are shipped directly from the manufacturer. Returns of these items are subject to the manufacturer’s return policy, including any restocking or handling fees it charges, in addition to the terms of this policy.
Return Shipping
Unless a return is the result of an error on our part, you are responsible for return shipping costs and for any loss or damage that occurs in return transit. Please ship returns prepaid and insured to the address provided with your RMA.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. For freight shipments, note any visible damage on the delivery receipt before signing. Damage, shortages, or incorrect items must be reported within 5 business days of delivery; after that period, the order will be considered accepted. We will work with you and the carrier or manufacturer to resolve the issue, and no restocking fee applies.
Defective products are covered under the applicable manufacturer’s warranty. ETS’s remedy for defective products is limited to repair, replacement, or refund, at our option.
Exchanges
Exchanges are at ETS’s discretion and are subject to price differences, availability, and any applicable restocking fee. Please contact us before returning any item for exchange.
Cancellations
Orders cannot be cancelled once they have shipped. Custom and special-order items cannot be cancelled once production or procurement has begun. Approved cancellations may be subject to a cancellation fee.
Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved. Approved refunds may be issued to the original payment method, as store credit, or as a replacement, at ETS’s discretion. Original shipping charges are non-refundable. Please allow additional time for your bank or payment provider to process and post the refund.
Your Rights
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, or not delivered as agreed.
Contact Us
To request an RMA, ask about a return or exchange, or report a problem with your order, please contact us at sales@empire-tech.net or 585-924-8980.