Our guarantee on defects and the resolution process.

Empti stands behind the quality of its products. If a product has a manufacturing defect that makes it non-functional or unsafe as delivered, we will replace the affected units or issue a credit — at our discretion following a review of the reported defect.

Defects must be reported within 30 days of delivery. Reports require an order number, a clear description of the defect, and photographic or video documentation.

Products manufactured to custom specifications — including brand-specific printing, colors, finishes, or labeling — are non-returnable. The only exception is a verified manufacturing defect, where the product fails to match the approved specification or is non-functional as delivered.

Artwork approval is the operator's responsibility. Errors in approved artwork files do not constitute a manufacturing defect and are not eligible for return or credit.

If an order arrives visibly damaged, document it with photos or video before moving or opening the shipment. Contact us within 5 business days of delivery with your order number and the documentation. Claims submitted after this window may not be eligible for resolution.

What counts as a manufacturing defect?

A manufacturing defect is a failure that makes the product non-functional or unsafe as delivered — for example, a hardware unit that does not draw, a seal that leaks from new, or a structural failure in packaging that did not result from misuse or transit damage.

How do I report a defect?

Contact us within 30 days of delivery with your order number, a description of the defect, and photos or video of the affected units. We review each case before issuing a replacement or credit.

Can I return a custom order?

Custom orders — any product with brand-specific printing, colors, or finishes — are non-returnable except in the case of a verified manufacturing defect. This applies regardless of volume or value.

What should I do if my order arrives damaged?

Document the damage with photos or video at the time of delivery, before moving or opening the shipment. Contact us within 5 business days with your order number and the documentation. Claims submitted after 5 days may not be eligible.

How long does defect resolution take?

We aim to review and respond to defect reports within 3–5 business days of receiving the required documentation. Replacement shipping timelines follow standard stock lead times.