Return & Refund Policy

Return & Refund Policy

Last Updated: October 2, 2026

At EMZO, we want every customer to have a smooth and satisfying shopping experience. If you receive a damaged, defective, incorrect, or eligible product, we are here to help.

Please read the following Return & Refund Policy carefully before placing your order.

1. Return Eligibility

You may be eligible to return a product if:

  • The product arrives damaged or defective.

  • You receive a product that is different from what you ordered.

  • The product is materially different from its description.

  • The product is unused and remains in its original condition and packaging, where applicable.

  • Your return request is submitted within the applicable return period.

Products that have been used, damaged after delivery, modified, washed, incorrectly assembled, or otherwise altered may not qualify for a return.

2. Return Period

Return requests should be submitted within 7 days of receiving your order, unless a different return period is specifically stated on the product page.

Return requests submitted after the applicable return period may not be accepted.

3. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.

To help us review your request, we may ask you to provide:

  • Your order details

  • Clear photographs of the product

  • Photographs of the packaging, if relevant

  • A brief description of the issue

After reviewing the information, we will determine the appropriate resolution.

4. Change of Mind Returns

A return due to a change of mind may be accepted if the product is unused, unopened where applicable, in its original condition, and meets our return requirements.

Certain products may not be eligible for change-of-mind returns because of their nature, hygiene requirements, or other applicable restrictions.

5. Non-Returnable Products

Certain products may not be eligible for return, including:

  • Opened or used personal care and hygiene products

  • Opened or used beauty products

  • Customized or personalized products

  • Products damaged due to misuse or improper handling

  • Products missing essential parts or accessories

  • Products that are not in their original condition where applicable

  • Products specifically identified as non-returnable at the time of purchase

6. Return Shipping

If the return is due to an incorrect, damaged, or defective product, EMZO may arrange or cover the applicable return shipping costs, subject to review.

For other eligible returns, the customer may be responsible for the return shipping costs.

Return instructions will be provided after your request has been reviewed and approved.

7. Refund Process

Once the returned product has been received and inspected, we will review its condition and determine whether it qualifies for a refund.

If the refund is approved, the applicable refund amount will be processed using the available refund method.

Refund processing times may vary depending on the payment method and financial institution.

8. Refund Amount

Approved refunds will generally cover the eligible amount paid for the returned product.

Shipping charges, delivery fees, or other applicable charges may be non-refundable unless the return is related to an incorrect, damaged, or defective product.

A refund may be reduced or declined if the returned product does not meet the conditions of this policy.

9. Exchanges

Where applicable, eligible products may be exchanged for the same product if the original item is damaged, defective, or incorrect.

Exchange availability depends on product availability at the time the request is processed.

If the requested replacement is unavailable, an alternative resolution may be offered where applicable.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing the order.

Cancellation requests cannot always be guaranteed because an order may already have entered processing or shipping.

Once an order has been shipped, cancellation may no longer be possible and the applicable return procedure may apply.

11. How to Request a Return or Refund

To request a return or refund, please provide your order details and explain the reason for your request.

Depending on the situation, you may also be required to provide photographs or other relevant information.

Our team will review your request and provide the appropriate next steps.

12. Product Condition Requirements

For an eligible return, the product should generally be:

  • Unused

  • In its original condition

  • In its original packaging, where applicable

  • Complete with included accessories and parts

  • Free from damage caused after delivery

Products that do not meet these conditions may not qualify for a refund or exchange.

13. Refund Delays

Once a refund has been approved and processed by EMZO, the time required for the funds to appear may depend on the payment provider or financial institution.

If a refund has been confirmed but has not appeared within the expected processing period, additional processing time may be required by the relevant payment provider.

14. Important Information

Return and refund eligibility may vary depending on the product, its condition, and the reason for the return.

EMZO reserves the right to review each return request individually and determine whether it meets the requirements of this policy.

15. Policy Updates

EMZO may update or modify this Return & Refund Policy from time to time.

Any changes will be reflected on this page. Customers are encouraged to review the policy before placing an order.

16. Contact & Support

If you have a question about a return, refund, exchange, or order cancellation, please use the customer support options available on the EMZO website.

We are committed to making the return and refund process as clear and convenient as possible.

Thank you for shopping with EMZO.