Refund policy
At Leo Emporium, your satisfaction is our priority. We understand that sometimes issues may arise with your order. Please carefully review our Refund, Resend, and Returns Policy to understand how we handle disputes and how you can request a refund or replacement.
All refund and return requests must follow the guidelines outlined below. Please note: All disputes must be submitted directly to Leo Emporium. Unauthorized or external disputes may result in account restrictions.
1. Orders Delayed
We will offer a refund or resend for orders delayed beyond the following timeframes, calculated from the date your package leaves our warehouse:
- USA, Canada, Australia, New Zealand: 30 Days
Note: If tracking information shows that the package is waiting at the local post office due to address issues, unclaimed status, or local delivery norms (e.g., pick-up cabinets in Israel), we ask customers to contact the local post office directly before submitting a claim.
2. Orders Not Received
If tracking information shows the order as delivered, we unfortunately cannot issue a refund or resend unless you provide official documentation (such as a non-delivery certificate with a postal seal) proving non-receipt.
- “We are not responsible for lost or stolen packages marked as delivered.”
- “Customers are responsible for picking up unclaimed packages.”
Refund or resend may be available if tracking shows any of the following alerts:
- Incorrect or insufficient address
- No such number or unknown recipient
- No safe delivery location
- Customs clearance failure
Important: If the package is returned to the sender due to unclaimed status or address issues, and the logistics provider allows returns, we can store the product in your private inventory but cannot issue a refund.
3. Damaged Products
We offer:
- A full refund or replacement for packages that arrive severely damaged
- A partial refund or replacement for minor damage (except thread, slightly wrinkled, small scratches etc.).
📌 Please report damage within 30 days of delivery. Photos or videos showing the damage are required.
Exceptions:
- For fragile items, we recommend requesting a refund.
- We cannot refund based on damaged packaging boxes due to long-distance delivery.
4. Incorrect or Missing Products
If you receive the wrong item or if something is missing from your order, we will:
- Resend or refund for completely incorrect items
- Refund or resend for wrong size or color (if it affects usability)
- Resend missing parts (if functional); partial refund if non-functional
📏 For sizing issues, please send a photo showing the item measured correctly. This helps us process your request faster.
5. Order Cancellations
We allow full cancellations and refunds before the product is processed for shipment.
Important Exceptions:
- Customized items (e.g., POD - Print on Demand) cannot be canceled after payment
- Preorder inventory or exclusive video/photo services also cannot be canceled after payment due to their custom nature
How to Submit a Refund or Return Request
Please contact us at [leoemporium40@gmail.com]. To submit a request, please provide:
1. Photo or video evidence of any product issues (damage, wrong item, etc.)
2. Screenshots of customer complaints, including name, date, and message (if you're managing customer disputes)
3. Your order number
4. A brief explanation of the problem
5. Return of the item if required (we will notify you if return is necessary)
Please note:
We typically do not require returns due to the high cost and risk of damage during international shipping. In most cases, we will offer a refund or send a replacement item depending on the situation.
If a return is necessary, it must be:
· Pre-approved by our support team
· Initiated within 10 days of receiving the product
· Shipped to the warehouse (address provided upon approval)
Please send your request at our support group email [leoemporium40@gmail.com].
Include your order number and all relevant evidence.
Final Notes
- Refunds are typically processed within 7–10 business days after approval.
- Replacement items may take standard shipping times to arrive.
- All claims must be submitted within 30 days of product delivery.
- Failure to comply with these guidelines may result in denial of refund or resend.
If you have any questions, feel free to reach out to our support team. We're here to help and ensure your experience with Leo Emporium is smooth and satisfying.