Legal
Refunds and Reprints
This policy explains when Empire Kreatives may refund or reprint an order. It works with the Terms of Service and Delivery page. Version 1.0.0, effective date 2026-07-25.
1. How to raise a complaint
Customers must report complaints within 7 calendar days after delivery. Contact us with your order reference and photos (where relevant):
2. Empire production mistake
Where Empire Kreatives caused the production error, a free reprint is the preferred remedy. A refund may be considered where a reprint is impractical, inappropriate, legally required, or specifically approved by Empire Kreatives.
3. Customer-approved spelling or design mistake
At Review / Confirm you approve artwork details and spelling. Mistakes visible in and accepted during that stage qualify only for a paid reprint, unless Empire Kreatives caused the mistake.
4. Cancellation before work begins
Before design, production, or printing begins, the full Empire order total may be refunded once live payments are enabled. Online payment is currently dormant/disabled in product; when it is enabled, this rule applies.
5. After design or print begins
After design, production, or printing begins, payments are non-refundable except for an Empire Kreatives fault, an approved exception, or a legal requirement. “Work begun” means design preparation has started, or production/printing has been queued or started, on a confirmed/paid order.
6. Express surcharge
The express surcharge becomes non-refundable after work begins. Before work begins, it may be refunded with the Empire order total under section 4 (when live payments are enabled).
7. Damaged or missing delivery
Damaged, missing, or incomplete orders must be investigated. Replacement or reprinting is the preferred remedy where the complaint is valid. Address and contact errors you provided are treated under the Delivery policy.
8. Colour and print variation
Reasonable differences between screen colours and printed colours do not qualify for a free reprint or refund.
9. PayChangu processing charges
When online payment via PayChangu is enabled, any separate provider processing charge paid to PayChangu is distinct from Empire’s order total. Recovery of that provider charge after a refund follows PayChangu’s rules. PayChangu is currently dormant/disabled in product.
10. Version
Version 1.0.0, effective date 2026-07-25.