Returns & Refunds

We hope you are delighted with your purchase from Emperial. However, if for any reason you wish to return your item, we’ve made the process simple. You can return any item, provided the product(s) is returned complete, in perfect condition, unused, and in its original packaging.

Please review the following details to ensure your return meets our requirements.

Changed Your Mind?

If you change your mind, we offer a 30-day return window starting from the day you receive your order. Please note that we cannot accept returns on used or opened items, except in cases where the product is faulty.

Returns Instructions

  1. Contact Our Customer Care Team
    To initiate a return, please contact our Customer Care Team via the Contact Us page within 30 days of receiving your order.

  2. Complete the Returns Form
    A Returns Form must be filled out and included with your return. You can access the form here. This helps us process your return and refund as quickly as possible.

  3. Repackage the Item
    Return your item in its original packaging, ensuring that it is secure to prevent damage during transit. If the original packaging is unavailable, please ensure that it is packed safely to avoid any damage.

  4. Return Address
    Clearly label the return package with the following address:

    URG (Returns)
    175 Bilton Road,
    Perivale, Greenford,
    UB6 7HQ

  5. Return Shipping
    The easiest way to return your parcel is by using EVRI returns here. Please search for "Ultimate Retail Group" as the retailer's name. If there isn’t an EVRI parcel drop-off location near you, please visit Parcel2Go where you’ll find alternative couriers with varying price options for returning your parcel. Please ensure you obtain proof of postage once your item has been sent. If you could forward this to us, we will then be able to process your refund.

To qualify for a refund, items must be unopened, unused, and in original condition. We reserve the right to refuse returns if items show signs of use, wear, or missing parts. Products sealed for health or hygiene reasons cannot be returned once opened.

Product Not Working as Expected?

If your product is not working as expected, please contact our Customer Care team through the Contact page. Our product experts will assist you in troubleshooting and, if necessary, arrange for a replacement of the same condition (either new or refurbished) at no extra charge.

Please note, we do not accept returns of used products unless they are faulty.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported to us within 7 days of receiving your order, or within 30 days should the fault develop after receipt.

We kindly ask that you send us a picture of the damaged / faulty item(s) prior to any refund or replacement being issued. If you are unable to send us pictures of the damage / fault, you will need to return the item(s) to us, at your own expense. Our team will then inspect the item(s) and if our inspection confirms the damage / fault, we will refund your return cost (*please note we will only refund the collection cost we would charge, see table above for costs) and issue a replacement (if in-stock), repair or refund as appropriate.

Business Orders (B2B Returns)

Business customers can return orders within 7 days of delivery, provided they are unused and unopened. A restocking fee of 15% will be charged. Please note that shipping costs are not refundable.

Refunds

Upon successful inspection of your returned item, we will issue a refund to the original payment method used at checkout (credit/debit card or PayPal). It can take up to 7 working days to process the return. We will let you know via email that your return has been processed, as long as you have provided your email address. 

Please allow 7 working days for the refund to appear in your account. If the refund does not appear within this time, check your statement and contact your card issuer, as the refund may take longer to process. If you still have not received your refund, please contact us.

Refund Adjustments

If you return an item and it shows signs of handling that would not be permitted in a store (such as damage), we may reduce your refund to reflect the diminished value of the product.

Cancellations

Once an order is placed, we cannot amend or cancel it due to our fast shipping process. Orders are processed and shipped within 20 minutes of placement. However, if you contact us through the Contact page shortly after ordering, we may be able to cancel the order before it is dispatched.

If your order has already been shipped, you can return it within 30 days for a full refund. Please note that the return shipping cost is the responsibility of the customer.

Important Notes:

  • We do not accept returns of used or opened products unless faulty.
  • Products sealed for health protection or hygiene cannot be returned once unsealed.
  • Return shipping costs are the responsibility of the customer, unless the item is faulty.

  • If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product: 
    a. we will not refund the purchase price or exchange the product;
    b. we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
    c. if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.  

If you have any further questions, please feel free to reach out to our Customer Care Team.

Updated 05/09/2025