退款政策

Returns and Exchanges Policy

At EMUPROJECT, we prioritize the quality of our products and your satisfaction. Please note that we only accept returns for defective or damaged items. Below are the conditions and process for returns and exchanges:

Conditions for Returns

We cannot accept returns or exchanges under the following conditions:

  • Non-defective items: Returns or exchanges are only accepted for defective or damaged items.
  • Sale or discounted items: Sale, outlet, or specially priced items are non-returnable.
  • Return requests beyond the timeframe:
    • You must contact us within one week of receiving your item to report a defect.
    • The item must be returned to us within five days after your return request is approved.
  • Used or altered items: Items that have been worn, used, washed, altered, or damaged by the customer, including those with odors (e.g., tobacco, perfume, food).
  • Size or style issues: Returns due to sizing, style discrepancies, or differences from customer expectations are not accepted.
  • "Not as expected" reasons: Returns based on subjective reasons such as “the item was different from what I imagined” are not accepted.
  • Exchanges for other products: We do not process exchanges for different items.

How to Request a Return

  1. Inspect your item: Please check your order immediately upon receipt. If the item is defective or damaged, contact us within one week of delivery at info@emuprojectstore.com.
  2. Provide necessary details: Include your order ID, a description of the issue, and photos of the defective item (if possible).
  3. Await approval: Once we review your request, we will notify you if your return is accepted.

Return Process

  • Upon approval, we will provide you with a return shipping label and instructions on how to return the item.
  • Ensure the item is in its original condition, with all tags and packaging intact.
  • Items sent back without prior approval will not be accepted.

Refunds

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to your original payment method within 10 business days.
  • If you have not received your refund after 15 business days, please contact us at info@emuprojectstore.com.

We value your understanding and cooperation. Should you have any questions, please don’t hesitate to reach out to us at info@emuprojectstore.com.