Return & Refund Policy

Overview

Empire AG Solutions LLC (“Empire AG,” “we,” “us,” “our”) sells industrial pumps, valves, motors, electrical equipment, flowmeters, and water treatment products to the agricultural and industrial trade. This policy explains how returns and refunds work, what we accept, and what we don't.

We've written this policy to be fair to professional buyers and to protect the integrity of the products we ship. If anything here is unclear, contact us at [email protected] before placing your order.

Quick Summary

• 30 days from delivery to request a return
• 20% restocking fee on returns from verified trade accounts; 30% from non-verified accounts
• Customer pays return shipping on non-defective returns; Empire AG pays for defective or wrong-item shipments
• 48 hours to report shipping damage or defects with photo evidence
• Defect claimsrequire photos of the installed product and a copy of the licensed contractor's install invoice
• Photo evidence and original Empire AG invoice number required on all return requests
• Some items are non-returnable (see “Non-Returnable Items” below)

1. Return Window

You have 30 calendar days from the date of delivery to submit a return request. Return requests submitted after the 30-day window will not be accepted.

The delivery date is the date the carrier marks the shipment as delivered, not the date you open or inspect the product.

2. Damage and Defect Reporting

Shipping damage and product defects must be reported within 48 hours of delivery. After 48 hours, we cannot file freight claims with the carrier on your behalf, and damage claims will not be accepted.

To report damage or a defect, email [email protected] with:

• Your Empire AG invoice number
• Photos of the product as received
• Photos of the outer packaging (including any visible damage)
• Photos of the part number label on the product
• A short description of the issue

For defective product claims specifically (a product that failed after install or arrived non-functional), you must also provide:

• Photos of the product as installed showing the installation context
• A copy of the licensed contractor's invoice showing the product was professionally installed

The contractor invoice requirement protects the integrity of defect claims. Products damaged during DIY installation, improper installation, or misuse are not covered as defects and may void the manufacturer's warranty.

We inspect every claim on the photo evidence provided. Claims submitted without complete photo evidence cannot be processed.

Inspect on delivery.It is the customer's responsibility to inspect shipments upon arrival. Sign for freight shipments only after confirming the count and condition of the load.

3. Requesting a Return

To request a return, email [email protected] with:

1. Empire AG invoice number — must match the account requesting the return
2. Reason for return — defective, wrong item received, no longer needed, ordered in error, etc.
3. Photos of the product — including a photo showing the part number on the product itself
4. Photos of the original packaging — required if the product is being returned in its original box

If your return is for a defective product, also include the additional documentation listed in Section 2 (Damage and Defect Reporting).

We will respond within 2 business days with either a Return Merchandise Authorization (RMA) number and return shipping instructions, or a denial with explanation.

Do not ship returns without an RMA number. Returns received without an RMA on the outside of the package will be refused. Return shipping addresses vary by product and supplier; the correct return address will be provided with your RMA.

4. Restocking Fees

A restocking fee applies to all non-defective returns:

• Verified trade accounts: 20% restocking fee
• Non-verified accounts: 30% restocking fee

The restocking fee is deducted from the refund.

What Counts as a Verified Trade Account

A verified trade account is one that has provided one or more of the following at account creation or before the first return is processed:

• An active contractor's license number (any U.S. state)
• A business name and EIN (Employer Identification Number)
• A resale certificate

To verify your account, email [email protected] with your documentation. Verification is one-time. Verified status applies to all future returns on the account.

No restocking fee applies to returns of defective products or wrong items shipped by Empire AG.

5. Return Shipping

• Defective product: Empire AG pays return shipping
• Wrong item shipped by Empire AG: Empire AG pays return shipping
• No longer needed / ordered in error / wrong part ordered: Customer pays return shipping
• Cosmetic damage that doesn't affect function: Customer pays return shipping

For Empire AG-paid returns, we will provide a prepaid return shipping label with the RMA. For customer-paid returns, you are responsible for arranging shipping and for the cost. We recommend using a trackable, insured shipping service — Empire AG is not responsible for returns lost or damaged in transit.

6. Non-Returnable Items

The following items are not eligible for return under any circumstances:

• Custom-cut, custom-built, or special-order items (items not held in standard inventory)
• Opened electrical components (motors, controls, drives, sensors)
• Items that have been installed or used (except for defective product claims, which follow the process in Section 2)
• Items missing original packaging or labeling
• Items returned without complete photo evidence
• Items requested for return more than 30 days after delivery
• Items where the part number on the product does not match the part number on the Empire AG invoice

If you're unsure whether an item is returnable before ordering, email [email protected].

7. Refunds

How Refunds Are Issued

• Defective product: Refunded to original payment method
• Wrong item shipped by Empire AG: Refunded to original payment method
• All other returns: Customer's choice — original payment method or store credit

Store credit is issued for the full refund amount (after restocking fee) and does not expire.

Refund Timing

Refunds are processed within 5 business days of Empire AG receiving the returned product and verifying its condition. Once processed, the refund will appear on your original payment method within 5–10 business days depending on your bank or card issuer.

What's Refunded

• Refunded: the purchase price of the returned product, minus restocking fee (if applicable)
• Not refunded: original outbound shipping charges (unless the return is for a defective product or wrong item shipped by Empire AG)

8. Order Cancellations

Orders may be cancelled at no charge if cancellation is requested before the order ships. Once an order has shipped, it becomes a return and is subject to this policy in full.

To request a cancellation, email [email protected] with your invoice number as quickly as possible. We cannot guarantee cancellation if the warehouse has already picked or shipped the order.

9. Warranty Claims

Manufacturer warranties are handled separately from this return policy. Many of the products Empire AG sells (pumps, motors, controls) carry manufacturer warranties ranging from 1 to 5 years.

If you believe your product is defective outside the 30-day return window, contact Empire AG at [email protected]with your invoice number and the issue. Warranty claims involving installed products require a copy of the licensed contractor's install invoice. We will help you initiate a warranty claim with the manufacturer where applicable.

10. California Consumer Notice

In accordance with California Civil Code §1723, this Return and Refund Policy is conspicuously posted on the Empire AG storefront and applies to all purchases made from Empire AG Solutions LLC. By placing an order, you acknowledge that you have read and agree to this policy.

11. Contact

For all return, refund, damage, defect, cancellation, and warranty inquiries:

Email: [email protected]

Return shipping addresses vary depending on the product and supplier. Do not ship returns to any address until you have emailed Empire AG, received a Return Merchandise Authorization (RMA), and been given the correct return address for your specific product.

12. Governing Law

This Return and Refund Policy is governed by the laws of the State of California, without regard to its conflict of laws provisions. Any disputes arising from this policy will be resolved in the state or federal courts located in California.

13. Changes to This Policy

Empire AG reserves the right to update this Return and Refund Policy at any time. The “Last Updated” date at the top of this policy reflects the most recent revision. Orders placed before a policy update will be governed by the version of the policy in effect at the time the order was placed.