Refund policy
Returns, Refunds & Experience Guarantee
Our Experience Guarantee
Empress Touch is designed as a complete gift experience—not simply as a physical product.
If you believe the experience did not live up to what we promised, please contact us within 30 days of delivery.
This guarantee applies even if the gift has already been opened and experienced.
To help us understand what happened, we may ask for:
- Your order number
- A brief explanation of why the experience did not meet your expectations
- Photos of the product or packaging, when relevant
Each request is reviewed individually to protect both our customers and our small business from misuse.
Once an experience-guarantee request is approved, we will issue a full refund to the original payment method. In most cases, you will not be required to return the opened product. However, we reserve the right to request that the product or specific components be returned when reasonably necessary.
We stand behind the experience we promise. If we fail to deliver it, we will make it right.
Unopened Returns
If you decide not to experience the gift and wish to return it unopened, you may request a return within 30 days of delivery.
To qualify for an unopened return:
- The product must be unused and unopened
- All seals and packaging must remain intact
- All original components must be included
- The product must be in the same condition in which it was received
- Proof of purchase is required
Approved unopened returns must be sent back to our authorized return facility.
The refund will be processed after the returned product has been received and inspected.
How to Request a Refund or Return
Before sending anything back, contact us at:
Please include:
- Your name
- Your order number
- Whether the product has been opened
- The reason for your request
We will review your request and respond with the next steps.
Do not send a return without prior authorization. Unauthorized returns may not be accepted or processed.
Return Address
Only approved returns should be sent to:
Empresstouch LLC
Return Center: ABL0029
26602 Willow Ln
Katy, TX 77494
United States
This is an authorized third-party fulfillment and returns facility that processes returns on behalf of Empresstouch LLC.
Please do not send a package to this address until you have received return authorization from us.
Return Shipping Costs
For unopened returns made because the customer changed their mind, return shipping costs are the responsibility of the customer.
If the product is defective, damaged, incorrect, or materially different from what was ordered, Empress Touch will cover the reasonable return shipping cost or provide another appropriate resolution.
Original shipping charges, if any, are non-refundable unless the order was damaged, defective, incorrect, or otherwise fulfilled in error.
Damaged, Defective or Incorrect Orders
Please inspect your order as soon as it arrives.
If the product is damaged, defective, incomplete, or incorrect, contact us as soon as possible at:
Please include your order number and clear photographs of the issue.
Depending on the circumstances, we may offer:
- A replacement
- Replacement components
- A partial refund
- A full refund
We will work to resolve the issue as quickly and fairly as possible.
Refund Processing
Once your refund is approved, it will be issued to your original payment method.
Please allow up to 10 business days for us to process an approved refund. Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since we confirmed your refund, contact us at:
Exchanges
We do not currently offer direct exchanges.
For an eligible unopened item, the fastest option is to complete an approved return and place a new order separately.
For damaged, defective, incomplete, or incorrect orders, contact us before placing another order so we can provide the appropriate resolution.
Misuse of the Experience Guarantee
Our Experience Guarantee is intended for customers who genuinely feel the experience did not meet the promise presented on our website.
We reserve the right to decline requests involving:
- Repeated or excessive refund claims
- Fraudulent orders or payment disputes
- False, incomplete, or misleading information
- Deliberate damage to the product
- Abuse of the guarantee or return process
Declining an abusive or fraudulent request does not affect any rights a customer may have under applicable law.
Contact Us
For questions about returns, refunds, damaged orders, or the Experience Guarantee, contact:
We typically respond within 1–2 business days.