Refunds and Returns Policy
Effective Date: September 27, 2024
At Emlocare, we want you to be completely satisfied with your purchase. Our goal is to ensure you have a seamless shopping experience. However, we understand that sometimes things don’t go as planned, so we have established a clear and fair returns and refunds policy. Please read the following guidelines carefully to understand the process, conditions, and timeframes for returning products and receiving refunds.
If you have any questions or concerns, feel free to reach out to us at emlo8ty@gmail.com.
1. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- Product Condition: The product must be unused, in its original condition, and with all original packaging intact.
- Timeframe: Returns must be initiated within 30 days from the date you received your product.
- Product Type: Only physical products purchased directly from emlocare.com are eligible for returns. Please note that certain products, such as custom or personalized items, may not be eligible for returns unless there is a defect.
If the product you received is damaged, defective, or incorrect, we will gladly replace it at no additional cost.
2. Non-Returnable Items
Certain products are not eligible for returns, including but not limited to:
- Products that have been used, washed, or altered in any way.
- Products returned without original packaging or with damaged packaging.
- Custom-made or personalized items.
- Products purchased from third-party sellers or platforms (only products purchased directly from emlocare.com are eligible for returns).
3. How to Initiate a Return
To initiate a return, please follow these simple steps:
- Contact Us: Email us at emlo8ty@gmail.com within 30 days of receiving your product. In your email, please provide the following information:
- Order number
- Product name(s)
- Reason for the return (e.g., damaged item, incorrect item, change of mind)
- Photos of the product if it is damaged or defective.
- Receive Return Instructions: Once we receive your request, our customer support team will review it and provide you with return instructions, including the address to ship the item back to. Please do not return any items without receiving a return confirmation email.
- Ship the Item: Pack the product securely, including all accessories, manuals, and packaging. You are responsible for the shipping costs of returning the product unless the product is defective, damaged, or incorrect. We recommend using a trackable shipping service to ensure the safe return of your product.
- Return Approval and Refund: Once we receive the returned product and verify that it meets our return conditions, we will process your refund. Please allow up to 7 business days for the refund to appear on your original payment method.
4. Refund Policy
We will issue a refund only after receiving and inspecting the returned product to ensure it meets the return eligibility criteria.
- Refund Method: Refunds will be made to the original payment method used during the purchase (e.g., credit card, PayPal). The time it takes for the refund to reflect on your account may vary depending on your payment provider.
- Refund Timeframe: Refunds will be processed within 7 business days of receiving and inspecting the returned item.
- Partial Refunds: In certain cases, only partial refunds may be granted, such as when items are not returned in their original condition or are missing parts.
5. Shipping Costs and Fees
- Return Shipping Costs: Unless the product is defective, damaged, or incorrect, you will be responsible for the shipping costs of returning the item.
- Restocking Fees: We do not charge restocking fees for returns that meet our return criteria. However, if the returned product is damaged or shows signs of use, we may apply a restocking fee, which will be deducted from your refund.
- Shipping Charges: Original shipping fees are non-refundable, except in cases where the product is defective or damaged upon arrival.
6. Exchanges
We offer exchanges for defective, damaged, or incorrect products. To request an exchange, please follow the same steps outlined in the “How to Initiate a Return” section. We will replace the defective or damaged product at no additional cost to you. Exchanges for other reasons, such as a change of mind, are not accepted at this time.
7. Order Cancellations
If you wish to cancel your order, please contact us immediately at emlo8ty@gmail.com. If the order has not yet been shipped, we will cancel it and issue a full refund. However, if the order has already been processed or shipped, you will need to follow the returns process to obtain a refund.
8. Damaged or Defective Products
If you receive a damaged or defective product, please contact us within 7 days of receiving your order at emlo8ty@gmail.com. Provide your order number, a description of the issue, and include photos if possible. We will review the issue and provide instructions on how to return or exchange the product.
In cases where a product is confirmed to be defective or damaged, we will cover the return shipping costs and provide a replacement or refund as per your preference.
9. Customer Support Contact Information
If you have any questions, concerns, or need assistance with returns or refunds, please feel free to reach out to our customer support team:
- Email: emlo8ty@gmail.com
- Business Address: 9695 BC Bellingwedde, Netherlands
We are here to assist you Monday through Friday, from 9:00 AM to 6:00 PM (CET).
10. Final Note
At Emlocare, customer satisfaction is our top priority. We strive to provide high-quality products and excellent customer service. We encourage you to carefully review product descriptions, sizing guides, and other information before making a purchase to ensure you are satisfied with your order.
Thank you for choosing Emlocare. We appreciate your business and look forward to serving you again!
This Refunds and Returns Policy is designed to ensure transparency and fairness for both our customers and our business. By using our website and making a purchase, you agree to the terms outlined in this policy.