Exchanges and Returns
Our product exchange policy is designed to ensure total customer security regarding the products purchased in our store.
All our products come with a warranty against manufacturing defects.
We also offer exchanges for products that differ from what was ordered by the customer.
If you receive a product with a manufacturing defect or one that is different from what you ordered, please follow these steps to initiate an exchange:
If more than 7 business days have passed and the product has any defect or irregularity, contact us by providing your social security number, order number, the product for return, and the defect.
Once we receive the email, we will forward your request to our quality department for verification. This department's authorization is required before any possible exchange can be processed. After the review, we will get back to you with a decision and inform you if an exchange is needed.
The deadline to request an exchange for this reason is within 15 days after receiving the product.
Please note: we will not perform exchanges or refunds after this deadline.
Your complaint will be reviewed within 7 business days, and if the problem is confirmed, we will contact you by email so that you can choose one of the following options:
- Receive a refund of the amount paid.
- Receive a new product identical to the one ordered.
- Receive a product of similar value.
- Receive a coupon for the product’s value to use on future purchases.
According to the Consumer Defense Code (CDC), requests to cancel online purchases must be made within 7 business/calendar days from the date of receipt.
For credit card refunds, our finance department has up to 7 business days to process it with the credit card operator, and the deadline for the balance to return to your card can take up to 120 days, depending on the card operator and your billing cycle.
If a refund by bank transfer is required, it will be processed within a maximum of 10 business days after the quality review and can only be issued to an account registered with the same tax ID used on our site.
In the case of products returned without prior notification, outside the deadline, with missing or incorrect items, or without the tag or invoice, they will be sent back to the customer.
The same applies to exchanges that are denied after our quality department’s review. They will be returned to the customer as collect-on-delivery, and shipping costs for the return will be the customer's responsibility.
Please note: TheShopEmpire is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for other products; these costs are the customer’s responsibility.