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Refund Policy

We want every Emporiqa customer to be completely satisfied. If something is not right, this policy explains how, when and how quickly we issue refunds — including your statutory rights as an EU/EEA consumer.

Your 14-day right of withdrawal

Under Directive 2011/83/EU on consumer rights, you have the right to withdraw from a distance contract within 14 calendar days of receiving the goods, without giving any reason. We honour this right across the EU/EEA and extend the window to 30 days for most products as a goodwill gesture. To exercise your right of withdrawal, send an unequivocal statement (for example by email to [email protected]) or use the model withdrawal form below.

Model withdrawal form (Annex I(B), Directive 2011/83/EU)

To: Emporiqa GmbH, Friedrichstrasse 200, 10117 Berlin, Germany — [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the supply of the following service (*),

Ordered on (*) / received on (*),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date.

(*) Delete as appropriate.

Refund timelines

StageTimeframeYou request a returnDay 0We issue an RMA and prepaid label (where applicable)Within 1 business dayYou ship the parcel backWithin 14 days of withdrawalWe receive and inspect the goods1–2 business days after deliveryRefund issued to your original payment methodWithin 14 days of receipt, typically 3–5Funds visible on your statement1–10 days depending on issuer

What we refund

  • The full price paid for returned goods
  • The original standard delivery cost (the cheapest standard option we offer) when a complete order is returned (Art. 13(2), Directive 2011/83/EU)
  • Any taxes or duties paid at checkout

If you chose an upgraded shipping method, we refund only the equivalent of standard delivery, in line with EU consumer law.

Eligible items

  • Items returned within 30 days of delivery
  • In original, undamaged condition with all included accessories, manuals and packaging
  • Without signs of use beyond what is necessary to assess the nature, characteristics and functioning of the product

Non-refundable items

  • Software, digital downloads and activated licence keys once redeemed
  • Personalised, engraved or custom-configured products
  • Sealed hygiene-related accessories (e.g. in-ear headphones) once unsealed
  • Gift cards once redeemed (unredeemed gift card orders cancelled within 14 days are fully refundable — see Gift Cards)

Diminished value

If a returned product shows handling beyond what is needed to test it (Art. 14(2), Directive 2011/83/EU) — for example, a phone with significant signs of use, missing accessories, or activated SIM-locks — we may deduct a fair amount for diminished value, typically 10–25% of the price. We always document the deduction with photos.

Refund method

Refunds are always issued to the original payment method. If that is no longer possible (e.g. an expired card), we issue store credit or a SEPA bank transfer to a verified account.

Faulty or wrongly described goods

EU law gives you a separate two-year statutory guarantee of conformity under Directive (EU) 2019/771 on the sale of goods (transposed into German law in §§ 434 et seq. BGB). If a product develops a fault within this period, you are entitled to free repair or replacement, and to a refund or price reduction if neither is possible. See the Return Policy for the RMA process.

Online dispute resolution

EU consumers may also use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/.