Returns & Refund Policy

1. Scope, and why order terms come first

This policy applies to orders placed with Digital Empire LLC. Digital Empire Wholesale is the brand name used by Digital Empire LLC; it is not a separate company.

Wholesale orders are not uniform. Return and refund eligibility is product-specific and supplier-specific. The supplier, manufacturer or distributor that supplies the goods sets its own return terms, and those terms differ from product to product and from source to source.

Where a quotation, invoice, order confirmation, purchase order accepted in writing, supplier or manufacturer terms identified on the order documentation, or a separate written agreement records return or refund terms for a specific order, those terms govern that order and take precedence over this page. This page describes the general approach only.

These are business-to-business transactions. Consumer cancellation rights do not apply.

2. Contact us promptly

If there is a problem with an order, contact Digital Empire LLC promptly after receipt. Delay can remove options that would otherwise have been available, because carrier and supplier claims are time-limited by the carrier or supplier, not by us.

• Inspect goods on arrival, before signing for them where the carrier allows.
• Note visible damage or shortage on the carrier's delivery documentation.
• Contact info@digitalempirewholesale.com promptly after receipt with the order reference, the quantity affected, a description of the problem, and photographs of the goods and packaging.
• Where the applicable quotation, invoice, order confirmation or supplier terms state a timeframe for reporting a problem, report within that timeframe.
• Keep the goods and packaging until the matter is resolved. Carriers and suppliers routinely require them for inspection.

3. What we will do

We review what you report and take it up with the supplier, manufacturer, carrier or fulfillment provider as appropriate. We will then tell you what resolution, if any, is available for that order under the terms applicable to it.

Depending on those terms, the outcome may be replacement of the affected goods, a credit, a refund of part or all of the affected portion, or no remedy where the applicable terms do not provide one. No refund is automatic. Where a carrier or supplier claim has to run its course, we will keep you updated on progress.

4. Returns that require authorisation

• Do not return goods before we confirm a return in writing. Returns sent without authorisation may not be accepted or refunded.
• Where a return is authorised, we will provide the return address and any reference required.
• Goods must be returned in the condition they were received, including original packaging, labels and any documentation.

5. Goods with limited or no return eligibility

For the following, return eligibility is commonly limited or unavailable. Whether any remedy exists depends on the supplier and product terms applicable to that order.

• Custom and special-order goods, including anything made, configured, packaged or labelled to your specification, or ordered in specifically for you.
• Opened goods, including goods removed from sealed packaging, and hygiene-sealed or tamper-sealed goods where the seal has been broken.
• Used goods, including goods that have been altered, installed, mixed, processed or otherwise changed after delivery.
• Goods already shipped or in transit, where the order has left the supplier or fulfillment provider and cannot be recalled.
• Perishable and date-sensitive goods.
• Goods where the supplier's or manufacturer's own terms exclude return.
• Samples, which are supplied for evaluation and invoiced separately.

6. Return shipping and charges

Who bears return shipping, and whether a restocking or handling charge applies, is determined by the terms applicable to that order and by the supplier concerned. Any charge that applies is confirmed to you before a return is authorised, so nothing is deducted without your knowing about it first.

7. Cancellations

• You may cancel at any time before you approve the quotation, at no cost.
• After an order is confirmed, cancellation depends on how far the order has progressed with the source. Costs already committed, including supplier charges, production costs and shipping already arranged, may be payable.
• If Digital Empire LLC cancels an order, amounts already paid for the cancelled part are refunded.

8. Refunds

Refunds are not automatic. A refund is issued only where the terms applicable to that transaction provide for one and Digital Empire LLC has confirmed it in writing.

• Any approved refund is handled according to the terms applicable to that transaction, including the amount refundable, what it covers, and the method and timing of payment.
• Where goods were returned, a refund is considered once they have been received and checked by the supplier or fulfillment provider.
• Where a refund depends on the outcome of a carrier or supplier claim, it follows that outcome.
• The time for funds to appear depends on your bank or card issuer.

9. Contact

Returns and refund questions: info@digitalempirewholesale.com or (385) 377-5419. Please have your order reference and invoice number to hand.

Digital Empire LLC, 7993 South 5825 West, West Jordan, UT 84081.