Effective Date: May 2, 2026 Last Updated: May 2, 2026
1. Overview
At Empyra, we want you to love everything you buy. Since Empyra is a discovery and aggregation marketplace — meaning products are owned, stocked, and fulfilled by independent Vendor brands — return and refund eligibility may vary by Vendor. This policy sets out the baseline standards that all Vendors on Empyra must meet, as well as your rights as a shopper.
The applicable Vendor-specific return window and conditions are always displayed on the product page before you complete your purchase.
2. Return Eligibility
2.1 Items Eligible for Return
You may raise a return request if:
- The item delivered is damaged or defective on arrival.
- The item delivered is incorrect (wrong size, colour, or product).
- The item is significantly different from its description or images on the Platform.
- The item has a manufacturing defect discovered within the return window.
- The item is unused, unwashed, and in its original condition with all tags and packaging intact.
2.2 Items NOT Eligible for Return
The following items cannot be returned unless they arrive damaged or defective:
- Innerwear, lingerie, swimwear, and other intimate apparel (for hygiene reasons).
- Customised, personalised, or made-to-order items.
- Items marked as “Final Sale” or “Non-Returnable” on the product page.
- Items that have been used, washed, altered, or damaged after delivery.
- Items returned without original packaging, tags, or accessories.
- Gift cards and vouchers.
3. Return Window
The standard return window on Empyra is 7 days from the date of delivery. Some Vendors may offer an extended window of up to 15 or 30 days — this will be clearly stated on the product page.
Return requests raised after the applicable return window will not be accepted.
4. How to Raise a Return Request
- Go to My Account → My Orders.
- Select the order and tap “Return / Exchange”.
- Choose the item(s) you wish to return and select a reason.
- Upload clear photos of the item (required for damage or wrong-item claims).
- Submit your request.
Our support team will review your request within 2 business days and communicate the next steps via email and push notification.
5. Return Pickup and Shipping
5.1 For approved returns, Empyra or the Vendor will arrange a reverse pickup from your registered delivery address at no additional cost to you, unless stated otherwise on the product page.
5.2 If reverse pickup is not available at your location, you may be asked to self-ship the item to the Vendor’s address. In such cases, you will be reimbursed up to ₹100 for shipping costs upon submission of a valid courier receipt.
5.3 Items must be securely packed before handover to the pickup agent. Empyra is not liable for damage caused during return transit due to inadequate packaging.
5.4 Once the item is picked up, allow 5–7 business days for it to reach the Vendor and be inspected.
6. Refund Policy
6.1 Refund Timelines
Once the Vendor confirms receipt and approves the return, refunds will be processed as follows:
| Payment Method | Refund Timeline |
|---|---|
| UPI | 2–3 business days |
| Credit / Debit Card | 5–7 business days |
| Net Banking | 3–5 business days |
| Wallet (Empyra Credits) | Within 24 hours |
| Cash on Delivery (COD) | 5–7 business days via NEFT to your registered bank account |
6.2 Refund Amount
- The full product price (including applicable taxes) will be refunded.
- Original shipping charges are non-refundable unless the return is due to a damaged, defective, or incorrect item.
- Razorpay payment gateway fees (up to 2%) may be deducted from refunds where applicable and non-recoverable.
6.3 Empyra Credits (Instant Refund Option)
You may choose to receive your refund as Empyra Credits (platform wallet) for a faster turnaround. Credits are issued within 24 hours of return approval and can be used on any future purchase on the Platform. Credits have a validity of 12 months from the date of issue.
7. Exchange Policy
7.1 Exchanges are subject to Vendor availability. If your preferred size or colour is available, an exchange will be arranged at no additional cost.
7.2 To request an exchange, follow the same process as a return request (Section 4) and select “Exchange” as your resolution type.
7.3 If the requested exchange item is unavailable, you will be offered a full refund instead.
7.4 Only one exchange is permitted per order item.
8. Damaged or Defective Items
8.1 If you receive a damaged or defective item, please raise a return request within 48 hours of delivery and include clear photographs of:
- The damaged/defective area.
- The original packaging.
- The shipping label.
8.2 Empyra will prioritise such cases and aim to resolve them within 3 business days of the request being raised.
8.3 For verified damage or defect claims, Empyra will offer either a full refund or a replacement at your choice, subject to Vendor stock availability.
9. Vendor Responsibility and Empyra’s Role
9.1 Since Vendors are the sellers of record, refunds are funded by Vendors and deducted from their monthly settlement payouts.
9.2 If a Vendor disputes or delays a valid return/refund, Empyra will act as mediator. Empyra reserves the right to:
- Issue a refund to you directly and deduct the amount from the Vendor’s next settlement.
- Suspend the Vendor from the Platform for repeated refund failures.
9.3 Empyra’s Buyer Protection covers all orders placed on the Platform. If a Vendor is removed or becomes unreachable before your return is resolved, Empyra will honour your refund from its own settlement reserves.
10. Cancellations
10.1 Orders may be cancelled before they are dispatched by the Vendor. To cancel, go to My Orders → Cancel Order.
10.2 Once dispatched, orders cannot be cancelled. You may initiate a return after delivery.
10.3 For pre-paid orders that are cancelled before dispatch, the full amount will be refunded within the timelines stated in Section 6.1.
10.4 Empyra reserves the right to cancel orders in the event of pricing errors, Vendor stock unavailability, or suspected fraudulent activity. You will be notified and fully refunded in such cases.
11. Fraud and Abuse
Empyra monitors return patterns. Users found to be abusing the return policy — including but not limited to wardrobing (wearing and returning items), returning non-Empyra items, or filing fraudulent damage claims — may have their return privileges suspended and/or their account permanently banned.
12. Contact for Return and Refund Queries
Email: returns@empyra.in Support Portal: empyra.in/support Response Time: Within 2 business days
For urgent issues (damaged items, missing orders), please email support@empyra.in with your order ID and photographs.