Return & Refund Policy

emma-fashion.com

Last updated: [Insert Date]

By placing an order on emma-fashion.com, you confirm that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.

1. Order Confirmation & Policy Agreement

By completing your purchase on our website, you acknowledge and agree that:

  • You have reviewed and accepted the conditions, eligibility requirements, and timelines for returns.

  • You agree to follow the official return procedure described below.

  • In the event of a payment dispute or chargeback, this policy, together with order confirmations, tracking information, and communication records, may be used as supporting documentation.

2. Returns

If you are not completely satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions below.

Return Eligibility Requirements

To qualify for a return:

  • The item must be unused, unworn, and unwashed.

  • The product must be in its original packaging and in the same condition as received.

  • Only standard inspection and handling are permitted.

  • Return shipping costs are the responsibility of the customer.

Once your return is received and inspected, refunds are typically processed within 7 business days.

We reserve the right to decline a return if the item shows signs of wear, misuse, damage, alteration, or handling beyond normal inspection.

3. How to Initiate a Return

To request a return, please follow these steps carefully:

  1. Email info@emma-fashion.com within 30 days of receiving your order.

  2. Include the following information:

    • Your order number

    • Reason for the return

    • Clear photos (required if the item is damaged or defective)

    • Your full name and shipping address

  3. Wait for written return instructions from our support team before sending the item.

Important:

  • Do not send products back without prior authorization. Unauthorized returns may be refused.

  • We strongly recommend using a trackable shipping method and keeping proof of shipment until your return has been confirmed and processed.

4. Defective or Damaged Items

If your order arrives damaged or defective, you must notify us within 48 hours of delivery by emailing:

📧 info@emma-fashion.com

Please include:

  • Your order number

  • A brief explanation of the issue

  • Clear photos or a short video showing the defect

After review:

  • We may offer a replacement, depending on stock availability and the nature of the issue.

  • In certain verified cases, you may not be required to return the defective item.

Replacement processing typically takes 7–14 business days after approval.

5. Lost, Refused, or Undeliverable Packages

Lost in Transit

If your package appears lost:

  • Contact us with your order number and tracking details.

  • We will assist you in initiating an investigation with the courier.

  • If confirmed lost, we will arrange a replacement or refund where appropriate.

Refused or Undeliverable Shipments

If a package is:

  • Refused upon delivery

  • Unclaimed

  • Returned due to an incorrect or incomplete address provided by the customer

An administrative and shipping fee equivalent to $35 CAD may be deducted from your refund to cover incurred costs.

6. Order Cancellations & Right of Withdrawal

You may cancel your order within 30 days of receipt in accordance with applicable consumer protection laws.

However:

  • Orders that have already been shipped cannot be cancelled in transit due to automated fulfillment systems.

  • If your order has been dispatched, you may initiate a return after delivery following the return procedure above.

To request cancellation before shipment, contact:

📧 info@emma-fashion.com

Customers are responsible for any return shipping costs.

7. Chargebacks & Payment Disputes

If you experience any issue with your order, we strongly encourage you to contact us directly first. Our team is committed to resolving matters quickly and fairly.

In the case of a chargeback or payment dispute, we will submit supporting documentation to the payment provider, which may include:

  • Order confirmation

  • Shipping and tracking information

  • Customer communication

  • Submitted photos or evidence

Initiating a chargeback without prior contact may delay resolution and could impact eligibility for future purchases.

8. Important Information

Please review the following carefully:

  • All approved returns must be shipped to our designated fulfillment warehouse (international location) at the customer’s expense.

  • We are not responsible for shipping delays, courier disruptions, or customs clearance issues.

  • For hygiene-sensitive products, returns will not be accepted if items are used, worn, or returned in unsanitary condition.

  • Return shipping and handling costs are not covered by emma-fashion.com unless explicitly stated otherwise.

9. Contact Information

If you have any questions regarding this Return & Refund Policy, please contact our Customer Support Team:

📧 info@emma-fashion.com

We are happy to assist you.