Return & Refund Policy

Last updated: June 15, 2026

At Emmeri, we want you to be satisfied with your purchase. If, for any reason, you are not fully satisfied with your order, we offer a clear and straightforward return process for customers in the United States, United Kingdom, and France.

This Return & Refund Policy explains our 30-day voluntary return policy, statutory cancellation rights, return costs, return procedure, refunds, exchanges, defective items, cancellations, and non-returnable items.

1. 30-Day Easy Returns

We offer customers in the United States, United Kingdom, and France a voluntary 30-day return window from the date the order is delivered.

This voluntary policy applies in addition to any statutory cancellation, withdrawal, conformity, refund, or product guarantee rights you may have under applicable law.

2. Return Policy Overview

  • Return window: You have 30 days from the date you receive your order to request a return under our voluntary return policy.
  • Item condition: Items returned under our voluntary policy should be unused, unworn, unwashed, and in their original condition.
  • Original packaging: Where applicable, the item should be returned with its original packaging, tags, accessories, and included documents.
  • Return instructions: Please contact us before sending a return so that we can provide the correct return address and applicable instructions.

The conditions of our voluntary 30-day return policy do not remove or reduce any mandatory statutory rights relating to defective, damaged, incorrect, or misdescribed goods.

They also do not limit any applicable statutory right to cancel an eligible online purchase in the United Kingdom or France.

3. Statutory Right to Cancel in the United Kingdom & France

If you are a consumer in the United Kingdom or France, you generally have the right to cancel an eligible online purchase within 14 days after receiving the goods, without providing a reason, subject to applicable legal exceptions.

To exercise this right, send a clear statement informing us of your decision to cancel to info@emmeri.com before the applicable 14-day cancellation period expires.

Please include your name and order number so that we can identify your order.

You do not need Emmeri's approval to exercise an applicable statutory cancellation right.

After notifying us of your decision to cancel, please return the applicable goods within 14 days, subject to applicable law.

Please contact us for the applicable return address and instructions.

Where permitted by law, handling a product beyond what is reasonably necessary to establish its nature, characteristics, and functioning may result in a reduction of the amount refunded.

4. Return Costs

Return shipping costs depend on the reason for the return.

  • Defective, damaged, incorrect, or incomplete items: You will not be required to bear return shipping costs where the problem was caused by Emmeri, our fulfillment partner, or the carrier and applicable law requires us to cover those costs.
  • Change of mind under our voluntary 30-day policy: The customer is generally responsible for the actual cost of return shipping.
  • Wrong size or product selected by the customer: Return shipping costs are generally the customer's responsibility under our voluntary return policy.
  • Statutory cancellation in the United Kingdom or France: The customer may be responsible for the direct cost of returning the goods where this has been properly disclosed and applicable law allows it.

For defective, damaged, or incorrect products, we may provide a prepaid return label or reimburse reasonable return shipping costs, where applicable.

If you selected a more expensive delivery service than our standard delivery option, the additional cost of the upgraded delivery service may be non-refundable where permitted by applicable law.

5. How to Return an Item

  1. Contact us: Email info@emmeri.com with your order number and the item you wish to return.
  2. Explain the return: For returns under our voluntary 30-day policy, please provide the reason for your return so that we can assist you efficiently.
  3. Statutory cancellation: You do not need to provide a reason if you are exercising an applicable statutory cancellation right.
  4. Receive return instructions: We aim to send you the applicable return address and instructions within approximately 1–2 business days.
  5. Pack your return: Securely package the item and include any applicable tags, accessories, and documents.
  6. Keep proof of postage: We strongly recommend retaining your shipping receipt and tracking information until the return has been completed.
  7. Send the item: Return the package to the return address provided, within the applicable return period.

If you are exercising a statutory cancellation right, your timely notice to us is sufficient to communicate your cancellation. You do not need to wait for our approval before the statutory cancellation becomes effective.

6. Return Address & Return Instructions

Returns are processed through our fulfillment partner. Unless we provide different instructions for your specific return, the current return address is:

Emmeri Returns
Wang Maoqin
Lane 1177, Jianlan Road, Meixu Street, Yinzhou District
Ningbo, 315100
Zhejiang, China
Phone: +86 153 1457 1683

Before sending your item back, please contact info@emmeri.com with your order number so that we can confirm the return instructions applicable to your order.

Please do not send returns to our business address at Vogt 21, 6422 RK Heerlen, Netherlands. This is our administrative office and is not a return location.

For returns under our voluntary 30-day policy, please follow the return instructions we provide.

If you are exercising an applicable statutory cancellation right in the United Kingdom or France, return authorization is not a condition of exercising that right.

7. Refund Process

  • Inspection: Once we receive your returned item, we aim to inspect it within approximately 1–2 business days.
  • Voluntary returns: If the item qualifies under our 30-day voluntary return policy, we will notify you by email and generally process the approved refund within 7 business days.
  • Statutory cancellations: Where you exercise an applicable statutory cancellation right, we will issue the refund within the period required by applicable law.
  • Evidence of return: Where permitted by applicable law, we may wait until we receive the returned goods or until you provide evidence that you have sent them back.
  • Original payment method: Refunds are normally issued to the same payment method originally used at checkout.

This may include eligible payments made using:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Shop Pay

8. Refund Currency

Refunds are issued in the same currency in which the original order was charged:

  • United States: United States Dollars (USD)
  • United Kingdom: British Pounds Sterling (GBP)
  • France: Euros (EUR)

Your bank, card issuer, or payment provider may require additional time to display the refund in your account after Emmeri has processed it.

If your account is held in a different currency, your financial institution may apply its own exchange rate or currency-conversion charges.

9. Refund of Original Shipping Costs

Where required by applicable law, a statutory cancellation refund may also include the cost of our standard outbound delivery service.

If you selected a more expensive or upgraded delivery option, the additional amount paid for that upgraded service may be excluded from the refund where permitted by law.

Where standard shipping was provided free of charge, there is no standard outbound shipping amount to refund.

10. Exchanges

If you would like to exchange an item for a different size, color, or product, please contact us at info@emmeri.com.

Exchange availability depends on:

  • Product stock
  • Variant availability
  • The condition of the returned product
  • Eligibility under our voluntary return policy

If an exchange is not available, we may advise you to return the original product for an eligible refund and place a new order.

Nothing in this section affects any remedy available to you for defective, damaged, incorrect, or misdescribed goods under applicable law.

11. Defective, Damaged, Incorrect, or Incomplete Items

If your order arrives defective, damaged, incorrect, or incomplete, please contact us as soon as reasonably possible at info@emmeri.com.

For faster investigation, we recommend contacting us within approximately 7 days of delivery.

Please provide:

  • Your order number
  • A clear description of the problem
  • Photographs of the affected item, where possible
  • Photographs of the packaging, where relevant
  • A photograph of the shipping label, where relevant

We will review the matter and provide an appropriate solution, which may include a replacement, refund, repair, or another remedy available under applicable law.

Where required by applicable law, resolving an issue caused by us will be provided at no additional cost to you.

The recommendation to contact us within 7 days helps us investigate the issue efficiently and does not shorten or replace any statutory rights.

12. Order Cancellations

You may request cancellation of an order within approximately 24 hours after placing it, provided the order has not yet been processed or shipped.

To request cancellation, contact us as soon as possible at info@emmeri.com and provide your order number.

If your order has already entered fulfillment or has been shipped, we may be unable to stop the shipment.

In that case, you may use our applicable return process after delivery.

The 24-hour cancellation request period does not limit any statutory cancellation right that may apply to customers in the United Kingdom or France.

13. Non-Returnable Items

For hygiene, safety, health protection, personalization, or product-specific reasons, certain products may be excluded from our voluntary 30-day return policy.

Where applicable, any material return restriction will be disclosed in the applicable product information or otherwise before purchase where required by law.

Under our voluntary return policy, we may refuse a return if an item is:

  • Used, worn, or washed
  • Damaged after delivery by the customer
  • Missing original tags, accessories, or packaging, where reasonably required under our voluntary policy
  • Submitted outside the 30-day return window

These voluntary return conditions do not remove any applicable statutory cancellation rights or rights relating to defective, damaged, incorrect, unsafe, or misdescribed goods.

A product will only be treated as exempt from a statutory cancellation right where an applicable legal exception actually applies.

14. Products That Cannot Be Returned for Hygiene Reasons

Certain sealed products may be non-returnable after the seal has been broken where this is permitted under applicable consumer law for health protection or hygiene reasons.

This may include certain products that come into direct contact with the body, depending on the nature of the product and applicable law.

Any applicable exclusion does not remove your rights where a product is defective, damaged, incorrect, or otherwise non-conforming.

15. Proof of Return

We strongly recommend using a tracked return shipping method and keeping your proof of postage until your return has been processed.

If a return shipment becomes lost or delayed, proof of postage or tracking information may help us and the carrier investigate the shipment.

16. Refund Delays

If we have confirmed that your refund has been processed but it has not yet appeared in your account, please first allow your bank or payment provider's normal processing period.

If the refund still has not appeared after a reasonable period, contact your bank or card issuer and then contact us at info@emmeri.com if further assistance is required.

17. Questions About Returns or Refunds?

If you have questions regarding returns, refunds, exchanges, cancellations, defective products, or return shipping, please visit our Frequently Asked Questions page or contact our customer service team.

18. Contact Information

If you need assistance with a return, refund, exchange, cancellation, or defective product, please contact us:

Store Name: Emmeri
Chamber of Commerce Number: 73910582
Address: Vogt 21, 6422 RK Heerlen, Netherlands
Website: emmeri.com
Email: info@emmeri.com
Phone: +31 6 17 24 59 18

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (CET/CEST)

We aim to respond to customer inquiries within approximately 1–2 business days.