Refund policy

🏠 Return & Refund Policy – EMESA HOME

Last updated: June 12, 2026

🛒 1. Order Changes & Cancellations

Orders are processed quickly after being placed. If you need to change your shipping address, modify your order, or request a cancellation, please contact us within 6 hours of placing your order.

After this period, your order may already be processed or shipped, and changes or cancellations cannot be guaranteed.

📦 2. Return & Resolution Policy

We offer resolutions for eligible cases within 30 days of delivery. To ensure timely handling, any issue must be reported within 3 days of delivery.

Customers can manage and submit requests through their account portal:
👉 https://account.emesahome.com

The item arrived damaged or defective
The incorrect item was received (wrong product, color, or size due to our error)
The item is significantly different from the product description

📷 Evidence Requirements

To help us review and resolve reported issues efficiently, customers may be required to provide supporting evidence, including:

Clear photos of the product
A short video showing the issue or defect
The order number for verification purposes

In some cases, especially for shipping damage or missing parts, we may also request photos of the packaging.

To ensure timely handling, supporting evidence may be requested during the review process, and customers may be asked to submit additional information or any other relevant documentation within 24 hours to help us complete the investigation.

📋 How Our Resolution Process Works

1️⃣ Order Delivered
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2️⃣ Report any issue (damage, defect, incorrect item, or mismatch) within 3 days of delivery
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3️⃣ Our team reviews the request and the supporting evidence provided. In some cases, additional photos, videos, packaging images, or any other relevant information may be requested within 24 hours to complete the review process
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4️⃣ If the claim is approved, we provide a refund or replacement in accordance with this policy
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5️⃣ Eligible cases are typically resolved within 30 days of delivery

⚠️ 3. Eligible Cases Only

We do not accept returns for change of mind or personal preference. Only the cases listed above are eligible for review and resolution.

🚫 4. Non-Returnable Situations

Change of mind after purchase
Incorrect size, color, or variant selected by the customer
Used, opened, or installed products
Orders delivered more than 30 days ago are not eligible for review or resolution

✅ Important Note: If the product is damaged, defective, or incorrect, we provide a replacement or refund under this policy. Promotional, discounted, and sale items remain eligible for a replacement or refund if they arrive damaged, defective, or incorrect.

⏱️ 5. How to Report an Issue

All issues must be reported within 3 days of delivery.

To help us review your request efficiently, we may ask for additional information or supporting documentation during the review process. This may include photos, videos, order details, packaging images, or any other relevant information. In some cases, customers may be asked to provide additional evidence within 24 hours.

📧 support@emesahome.com
📧 info@emesahome.com

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