FAQ

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Empirelion Complaints Procedure
If you are not satisfied with your purchase you can return it in accordance with our returns policy. If you are not happy with the response you receive or anything else about your experience with Empirelion you can contact our customer services team directly by phone on +86 517 84966328 or by email at empire@empirelion.com.
Once our customer services team have received your complaint we will acknowledge it by email within 24 working hours, so if we receive your complaint at 5pm on a Friday you will receive an acknowledgement by 5pm the following Monday.
If your issue is straightforward we will be in touch with a resolution within 72 working hours of sending the acknowledgment to you.
If you do not feel that your complaint has been fully resolved when you receive the final response from our customer services team please let our customer services team know and they will refer your complaint to our complaints team. Our complaints team will deal with your complaint in line with the timescales set out above.

A This is a summary of your key legal rights. These are subject to certain exceptions.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:
· Up to 30 days: if your item is faulty, then you can get a refund; 
· Up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases. 

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We are under a legal duty to supply products that comply with the contract for the sale of products between you and us. We want you to be completely happy with your purchase so if your goods are faulty we will refund you or replace them for up to a year from purchase in most cases, just contact our customer service team by phone on +86 517 84966328 or by email at empire@empirelion.com.
See below for a summary of your key legal rights in relation to the product. Nothing in our terms will affect your legal rights.

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These T&Cs are subject to Chinese law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in China.

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We may revise and amend these T&Cs from time to time. You will be subject to the terms and conditions in force at the time that you order Products from us or otherwise use the Site.

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These T&Cs contain the whole agreement between us and you relating to the supply of Products and/or your use of our Site. No additional terms or conditions requested or communicated in any way by you will form part of our contract whether accepted or not by an employee of ours.

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If any of these terms and conditions is held to be invalid, the remaining terms and conditions shall continue to be valid to the fullest extent permitted by law.

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We will not be responsible for any failure to perform, or delay in performance of, any of our obligations towards you that is caused by events outside our reasonable control including Acts of God, fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central Government or other competent authorities.

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We may from time to time make available through our Site certain services provided by third parties. To gain access to these services, you must register with these third parties and deal with them direct.
We have no control over the content of those third party sites or the performance of these services. Accordingly, you use these services at your own risk and we accept no responsibility for them or for any loss or damage that may arise from your use of them.

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You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs, keystroke loggers, spyware, adware or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored, or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack.
By breaching this provision, you may commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.