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Return Policy

Returning an Emporiqa order is straightforward. Whether you have changed your mind, ordered the wrong colour or received a faulty product, our team will guide you through every step. The RMA portal is available in 19 European languages.

Return windows at a glance

ReasonWindowReturn shippingChange of mind (EU statutory withdrawal, Directive 2011/83/EU)14 days from deliveryCustomer paysChange of mind (Emporiqa goodwill)15–30 days from deliveryCustomer paysWrong item shipped30 daysFree, prepaid labelDamaged on arrival (visible transit damage)7 days from deliveryFree, prepaid labelFaulty within statutory guarantee (Directive (EU) 2019/771)24 monthsFree, prepaid label

The 7-day window is for visible transit damage; latent defects discovered later are still covered by the 24-month statutory guarantee.

How to start a return (RMA)

  1. Sign in to your Emporiqa account, open My Orders and click Return items. Guest customers can request an RMA by emailing [email protected] with the order number.
  2. Select the items you want to return and the reason. Upload photos for damaged or faulty goods.
  3. Within one business day we email your RMA number and, where applicable, a prepaid carrier label.
  4. Pack the items securely in the original packaging with all accessories and documentation. Write the RMA number visibly on the outside of the parcel.
  5. Drop the parcel at your nearest carrier point or arrange a pickup using the link in the RMA email.

Return address

Emporiqa Returns Centre
Im Industriepark 12
14974 Ludwigsfelde
Germany

Do not ship returns to our showroom addresses — they cannot process RMAs and your parcel will be delayed.

Condition requirements

  • Original packaging, including foam inserts and plastic bags
  • All accessories: cables, chargers, manuals, SIM tools, remote controls, mounting hardware
  • Tamper-evident seals intact for sealed-software products (aligned with the non-refundable categories listed in our Refund Policy)
  • No personal data on the device — please factory-reset and remove iCloud / Google / Samsung accounts before returning

Restocking fees

To keep prices low for everyone, we apply a modest restocking fee to a small number of categories when items are returned without their original packaging or with significant signs of use:

  • High-value items above €800 with broken seals: 10%
  • Built-to-order configurations: 15%
  • Bulk wholesale orders cancelled after dispatch: 20%

No restocking fee is ever charged for faulty, damaged or wrongly shipped goods.

Cost of return shipping

In line with EU consumer law (Art. 14(1) of Directive 2011/83/EU), you bear the direct cost of returning goods when withdrawing from the contract. For wrong-item, damaged or faulty returns we always provide a free prepaid label.

Exchanges

For speed and clarity, we do not process direct swaps. Place a new order for the replacement item and return the original — we refund the returned product as soon as it arrives.

Damaged or defective items

If your parcel arrives damaged or a product develops a fault, contact us immediately at [email protected] with photos and a short description. We will arrange a free pickup, prioritise inspection and offer a replacement, repair or full refund — your choice.

Statutory guarantee

EU consumers benefit from a 24-month legal guarantee of conformity on all goods sold by Emporiqa, under Directive (EU) 2019/771 (transposed into German law in §§ 434 et seq. BGB). This is in addition to any voluntary manufacturer warranty.

How refunds are calculated

For details on what we refund, the timeline and how funds are returned, see our Refund Policy.