Refund & Exchange Policy

EMPRESS CAMERA & CREATOR · CUSTOMER CARE

Refund & Exchange Policy

This policy explains how Empress Studio handles requests about non-defective purchases and products reported as faulty. It does not reduce your rights under Malaysian law.

1. Change of Mind

Empress Studio does not provide cash refunds for change-of-mind purchases or other non-defective products. This includes choosing the wrong item, preferring another model or colour, finding a lower price elsewhere, or deciding not to keep a product. Compatibility preferences are treated the same way unless Empress Studio provided incorrect information.

There is no automatic right to exchange a non-defective product. Any such exchange is subject to Empress Studio approval.

2. Approved Exchanges

Where Empress Studio approves a discretionary exchange of a non-defective product:

• Same-value replacement: no additional payment is required.
• Higher-value replacement: the customer pays the price difference.
• Lower-value replacement: this is possible only if approved. The remaining difference is not refunded or paid in cash, and no store credit is provided unless Empress Studio specifically approves it.

All discretionary exchanges remain subject to Empress Studio approval and the condition of the item.

3. New Products

For a discretionary non-defective exchange, a new product should generally remain in its original saleable condition. We may consider its packaging, accessories, free gifts, warranty documents, proof of purchase, condition and matching serial number.

Opening, using, activating, registering, damaging or altering a product does not automatically qualify it for exchange. Empress Studio may decline a non-defective exchange if the item can no longer reasonably be sold as new. No fixed change-of-mind exchange period is promised; requests are subject to Empress Studio approval.

4. Used / Pre-Owned Products

Used / Pre-Owned products are sold according to the condition disclosed for the individual item. Previously disclosed cosmetic wear or a known finding is not, by itself, a reason for a change-of-mind return. We do not provide cash refunds for change of mind on non-defective used products; any non-defective exchange requires Empress Studio approval.

Warranty: Used / Pre-Owned products include a 90-day Empress Studio in-house warranty unless otherwise stated on the product listing, invoice or sales documentation. This warranty period is not a return or exchange period. A warranty claim does not automatically entitle the customer to a cash refund.

5. Faulty or Defective Products

If a product appears faulty, please contact Empress Studio as soon as reasonably possible and describe the issue. We may inspect or test the product to determine whether the issue is a product fault, a manufacturer or distributor warranty matter, customer-caused damage, normal wear, or a condition disclosed before sale.

The appropriate remedy depends on the product, findings, applicable warranty and Malaysian law. It may include repair, replacement, manufacturer or distributor warranty support, or another remedy available under applicable law. A reported fault does not automatically mean a cash refund.

6. Customer-Caused Damage

Damage from misuse, accidents, impact, liquid or moisture, improper storage, handling, cleaning or charging, incorrect voltage, unauthorized modification or repair, tampering, and other customer-caused damage is not treated as a manufacturing defect. Any assessment remains subject to applicable law.

7. Proof of Purchase

To review an exchange or warranty claim, Empress Studio may request a receipt, invoice, order number, product serial number or other reasonable proof of purchase.

8. Statutory Rights

Nothing in this policy excludes, restricts or limits any rights or remedies available to consumers under applicable Malaysian law, including the Consumer Protection Act 1999.

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