Refund policy
Return & Refund Policy
30-Day Satisfaction Guarantee
If you're not completely satisfied with your purchase, you may request a return or exchange within 30 days of receiving your order.
Eligibility Criteria
To qualify for a return:
- Items must be unused, unworn, and in their original packaging.
- Returns must be initiated within 30 days of delivery.
- Proof of purchase is required.
- Items must not show signs of wear, washing, or damage.
How to Start a Return
To begin a return, please contact our customer support team at:
Do not return your item without contacting us first.
We will provide you with:
- Return approval
- Detailed return instructions
- The correct return address
Returns sent to any address not provided by our support team will not be accepted or processed.
For damaged, defective, or incorrect items, customers must provide clear photos or videos when requesting a return so our team can verify the issue.
Refunds
- Refunds are issued to the original payment method.
- Once your returned item is received and inspected, your refund will be processed.
- Please allow 5–7 business days for the refund to appear in your account.
- Shipping fees are non-refundable unless the item arrived damaged, defective, or incorrect.
Exchanges
Exchanges are subject to product availability.
If the desired item is out of stock, a refund will be issued instead.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
- The item arrived damaged
- The item was defective
- The wrong item was received
In these cases, we will cover the cost or send a replacement at no extra charge.
For change-of-mind returns, customers are responsible for all return shipping costs.
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact us immediately with photos or videos.
We will:
- Replace the item at no cost, or
- Issue a full refund
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Clearance or final-sale items
- Items marked as non-returnable on the product page
If you have any questions or need assistance, our support team is here to help at hello@emberluxury.com.