Refund policy

General Return Reasons:

Product Quality Issues or Shipping Damage

We offer return or replacement solutions at no cost if your item arrives damaged or defective. Please contact us, and we’ll make it right.

Customer Preference

If you wish to return an item for personal reasons—such as not liking the style or color—or if the product does not fit due to selecting the wrong size or miscalculating measurements prior to purchase, the return shipping cost will be the responsibility of the customer. All such returns are subject to review and approval.

We’re confident you’ll love your Emopurevibe order. But if there’s any issue, just reach out through our Contact Us page or by replying to any of our shipping emails — and we’ll take care of you.

30-Day Return & Exchange Policy

Eligibility

To be eligible for a return:

• The item must be unused
  
  
• Please provide your order number
  
  
• The item must be kept in its original packaging

How to Start a Return

Please email us at support@emopurevibe.com. 

Returns without prior approval will not be accepted.

Return Process

Once your return is approved, we’ll send you:

• The appropriate return shipping address
• Detailed packaging guidelines

Before returning an item, please contact us to confirm your eligibility and shipping details to ensure a smooth experience.

Shipping Costs & Returns

Pre-Delivery Cancellation & Refunds

Orders may be canceled prior to entering the final stage of delivery. In such cases, a 5% bank processing fee will apply.

Once an order has moved into final-mile delivery, cancellations are no longer available. However, we’re happy to assist with a return request within 30 days of delivery, subject to the terms below.

Returns for Non-Quality Reasons

If a return is requested for reasons unrelated to product quality or damage, we’ll work with you to coordinate the process. In these cases, the following will apply:

• Return shipping costs are the responsibility of the customer.
  
• Any applicable warehousing and handling fees may apply.
• A 25% restocking fee will be deducted from the refund, which includes the original outbound shipping cost.

These situations may include, for example:

• The item is not the right fit for your space.
• Natural variations in color, tone, or scale.
• Order placed in error.
• Preference or change of mind.
• Final return handling and shipping charges will be calculated based on the actual invoice issued by the receiving warehouse. 

Exchanges

If you’d like to exchange an item for another option, we’re here to help make that process as smooth as possible.

For exchanges requested due to personal preferences or reasons unrelated to product quality, please note:

• Shipping Costs: The customer is responsible for all exchange-related shipping costs, including the return shipping of the original item and the freight charges for the new replacement item.
• Handling Fee: A 10% processing fee (calculated based on the total order amount) will be charged. This fee covers, but is not limited to, re-stocking, labor, and additional warehousing administrative costs.
• Shipment Processing: The replacement item will be processed as a new shipment once the returned item is received and the above fees are settled.
  
  

Friendly Note

We always recommend reviewing product details and dimensions carefully before placing your order. If you have any questions, our team is happy to assist you in selecting the right piece for your space.

Inspection & Damage Reporting

Upon delivery, all customers—regardless of whether White Glove service is selected—are responsible for inspecting the item at the time of unboxing to ensure it is complete and in proper condition.

If any damage or quality issues are identified, we strongly recommend refusing the delivery. If refusal is not possible, please contact us within 48 hours of delivery.

When reporting an issue, please provide:

• Your order number
• Clear photos of the damaged item
• Photos of the outer packaging, including any visible damage

Reports submitted after 48 hours may affect the outcome of the claim. Issues reported beyond this timeframe may be considered as not related to product defects or shipping damage. In such cases, the item may be deemed accepted as delivered, and claims may be limited.

As an exception, if you still require a brand-new replacement after this timeframe, an additional processing fee totaling 10% of the original order amount will be charged to cover handling, re-inspection, and restocking costs.

Refunds & Replacements

Eligible for Full/Partial Refund or Replacement

• Item is damaged or defective due to our error
• Wrong item received
• Significant delivery delays beyond the estimated timeframe
• Undelivered packages

Not Eligible for Refund

• Items beyond the 30-day return window
  
• Customized or made-to-order items
• Clearance Items (Sale)

Return Instructions

• Confirm eligibility with our team at support@emopurevibe.com.
  
  
• Agree on refund amount and return terms
  
  
• Ship the item following our instructions
  
  
• Share the return tracking number with us
  
  
• We’ll process your refund within 3–5 business days of receiving the item

Refund Timeline

• Once approved, refunds are processed to your original payment method within 7–14 business days
• Actual timing depends on your card issuer or bank

Late or Missing Refunds?

• Double-check your bank account
  
  
• Contact your credit card company or bank
  
  
• If it’s still missing, reach out to us directly

Product Size & Fit Requirements

Customers are responsible for verifying all product dimensions before placing an order. Packaging dimensions typically include an additional 2.5 inches (6 cm) in length and width, and 6.5 inches (16 cm) in height. Please refer to our Measurement Guide before purchasing.

• Packaging dimensions may exceed product dimensions
• Original packaging must be retained for any return
• Returns with damaged or missing packaging may be declined

If original packaging is unavailable, suitable replacement packaging must be arranged by the customer.

Failure to meet packaging requirements may result in additional fees or denial of the return.

White Glove Service

White Glove service fees are non-refundable once the service has been scheduled or completed.

If delivery cannot be completed due to access limitations, the service will still be considered fulfilled.

Order Cancellation

Orders may be canceled free of charge within 24 hours of placement.

After 24 hours, cancellations may still be requested prior to shipment; however, a 10% bank processing fee will apply.

Once the order has entered the final-mile delivery stage, cancellation is no longer available.

Contact Information

If you have any questions or concerns, please reach out:
Email: support@emopurevibe.com
Tel: +1（213）7346758