Cancellation & Refund Policy

Last Updated: October 2026

At Empire Foods, we want customers to have a clear understanding of our cancellation, return and refund process.

Because many of our products are food items, special conditions may apply to returns and refunds for hygiene, safety and product-quality reasons.

1. Order Cancellation

A customer may request cancellation of an order before it has been dispatched.

Cancellation requests should be made as soon as possible.

Please provide:

  • Order number
  • Customer name
  • Registered phone number/email
  • Reason for cancellation

2. Cancellation After Dispatch

Once an order has been dispatched, cancellation may not always be possible.

If the shipment is already with the courier, the customer may need to follow the applicable delivery/return process.

3. Food Products

For food safety and hygiene reasons, we generally do not accept returns of food products simply because the customer has changed their mind, ordered incorrectly or does not like the taste.

Exceptions may apply where the product:

  • Arrived damaged
  • Is materially different from the product ordered
  • Is defective
  • Has a significant packaging issue
  • Has another verified issue attributable to our fulfillment process

4. Damaged Product

If your product arrives damaged, contact us as soon as possible.

Please provide:

  • Order number
  • Photos of the outer package
  • Photos of the product
  • Photos of the shipping label
  • Description of the issue

We may request additional information to investigate the matter.

5. Wrong Product

If you receive a product different from what you ordered, please contact us promptly.

After verification, we may provide an appropriate resolution, which may include:

  • Replacement
  • Refund
  • Other suitable resolution

6. Missing Product

If an item appears to be missing from your order, contact us with your order details.

We will review the order and dispatch information and determine the appropriate resolution.

7. Refund Eligibility

Refunds may be considered for verified issues such as:

  • Incorrect product received
  • Damaged product
  • Missing product
  • Verified fulfillment error
  • Order cancellation before dispatch, where applicable

8. Refund Method

Approved refunds will generally be processed through the original payment method or another appropriate method depending on the transaction.

The time taken for the refund to appear in the customer's account may depend on the payment provider or bank.

9. Refund Processing Time

Once a refund is approved, processing may take several business days depending on:

  • Payment gateway
  • Bank
  • Card issuer
  • Payment method

Empire Foods cannot control processing times imposed by external financial institutions.

10. Non-Refundable Situations

Refunds may not be available where:

  • The customer simply changes their mind
  • The wrong product was ordered by the customer
  • Incorrect address was provided
  • The customer refuses a valid delivery
  • The product has been opened or consumed without a verified product issue
  • The customer fails to report a verified issue within a reasonable period
  • The issue results from improper storage after delivery

11. Product Quality Complaints

If you believe a product has a quality issue, please contact us promptly and provide:

  • Order number
  • Product name
  • Batch/lot information where available
  • Photos
  • Description of the issue
  • Purchase information

We may investigate the complaint before approving a refund or replacement.

12. Replacement

Where appropriate, Empire Foods may offer a replacement instead of a refund.

Replacement availability depends on stock and delivery serviceability.

13. Refund for Cancelled Orders

If an eligible order is cancelled before dispatch and payment has already been received, the applicable amount may be refunded after cancellation is confirmed.