Refund policy

Last updated: October 9, 2026

At Emesa Home, we are committed to providing a clear, fair, and reliable shopping experience.

This Return & Refund Policy explains our procedures for order changes, cancellations, damaged or incorrect products, return requests, replacements, and refunds.

This policy applies to purchases made through our official website and is subject to applicable consumer protection laws.

1. Order Changes and Cancellations

Orders begin processing shortly after they are placed.

If you need to modify your order, correct your shipping address, or request a cancellation, please contact us within 6 hours of placing your order.

We will make reasonable efforts to accommodate your request before processing or shipment begins. However, changes and cancellations cannot be guaranteed once fulfillment has started.

Any cancellation or refund rights provided by applicable consumer protection laws remain unaffected.

2. Reporting Product Issues

Customers must report visible damage, incorrect items, or missing products or components within 3 calendar days of delivery to qualify for our standard voluntary resolution process.

Eligible issues may include:

Products that arrive visibly damaged.
Incorrect products, colours, sizes, or variants supplied due to our error.
Products that are materially different from their descriptions.
Missing products or components from an order.

We encourage customers to inspect their orders promptly upon delivery and contact us as soon as an issue is identified.

Claims submitted after the 3-day reporting period may be reviewed based on the circumstances, including issues that could not reasonably have been discovered within that period.

This reporting requirement does not exclude, restrict, or modify any rights or remedies available under applicable consumer protection laws.

3. How to Request a Return

Customers can submit return requests directly through their Emesa Home customer account.

Sign in to your Emesa Home customer account.
Open your order history.
Select the relevant order.
Choose Request return if the option is available.
Select the appropriate reason and submit your request.

Request a Return

Submitting a return request does not automatically result in a refund or replacement. Requests are reviewed according to this policy and applicable consumer protection laws.

Our customer support team will review your request and provide further instructions when necessary.

If the return request option is unavailable, or if you need assistance with a cancellation, missing delivery, or another order issue, please contact us at:

support@emesahome.com

4. Supporting Information and Evidence

To help us investigate reported issues and verify requests, we may require reasonable supporting information, including:

Your order number.
A clear description of the reported issue.
Photographs showing damage, defects, or incorrect items, where available.
A short video demonstrating the issue, when reasonably necessary.
Photographs of the product packaging or shipping label, when relevant.
Other relevant information reasonably necessary to review the request.

In some cases, we may ask customers to provide additional information within approximately 24 hours to assist our review.

If additional time is required, please contact us. Reasonable circumstances will be considered.

We reserve the right to take reasonable steps to verify the circumstances of a claim, including reviewing order records, delivery information, and available supporting evidence.

A valid statutory consumer claim will not be rejected solely because a customer cannot provide photographs, original packaging, or additional information within 24 hours.

5. How Our Resolution Process Works

Submit a Request: Contact us through your customer account or by email.
Provide Information: Include your order details, a description of the issue, and available supporting evidence.
Request Review: Our team reviews the information and may request reasonable additional details or verification.
Resolution Decision: An appropriate remedy is determined in accordance with this policy and applicable consumer protection laws.
Completion: We provide instructions for any approved refund, replacement, repair, or other applicable remedy.

Emesa Home aims to complete the review and resolution of eligible requests within 30 calendar days after receiving the report.

This is a target timeframe rather than a guaranteed deadline. Certain cases may require additional investigation, product verification, or coordination with shipping and fulfillment partners.

Where applicable consumer protection laws require a shorter timeframe or a specific remedy, those requirements take precedence.

6. Change-of-Mind Returns

Emesa Home does not generally accept voluntary returns, refunds, or exchanges solely because a customer changes their mind or has a personal preference.

Examples include:

Changing your mind after purchasing.
No longer wanting or needing a product.
Choosing the wrong size, colour, or variant when the correct item was supplied.
Preferring a different design or style.
Finding a similar product at a lower price elsewhere.

This restriction does not apply where a cancellation, return, refund, or another remedy is required by applicable consumer protection law.

7. Non-Returnable Situations

Unless otherwise required by applicable law, voluntary returns are generally not available for:

Change-of-mind purchases.
Customer-selected sizes, colours, or variants supplied correctly.
Products damaged through misuse or improper handling after delivery.
Items altered or modified by the customer.
Used, opened, or installed products where no eligible product issue or statutory right exists.

Damage resulting from verified customer misuse or improper handling after delivery is not covered by our voluntary resolution process.

However, a defect appearing after delivery does not automatically establish customer misuse. Such concerns will be assessed according to the circumstances and applicable consumer protection laws.

Opening, using, or installing a product does not automatically remove statutory consumer rights relating to defects or other legally protected issues.

Promotional, discounted, and sale items remain eligible for legally required remedies if they arrive damaged, defective, incorrect, or otherwise fail to meet applicable consumer guarantees.

8. Approved Refunds and Replacements

Depending on the circumstances and applicable law, an eligible claim may result in:

A replacement product at no additional cost.
A full or partial refund, where appropriate.
A repair, where appropriate and available.
Another remedy required by applicable consumer protection law.

For approved claims relating to damaged, defective, or incorrect products, Emesa Home typically offers an appropriate refund or replacement.

The appropriate resolution will depend on the nature of the issue, available evidence, product circumstances, and applicable consumer protection requirements.

Where applicable law gives customers the right to choose between available remedies, that right will be respected.

No additional charge will be imposed for a remedy where doing so would conflict with applicable law.

9. Physical Returns and Verification

Emesa Home reserves the right to request a physical return or reasonable supporting evidence when reviewing eligible return, refund, or replacement requests.

Whether a physical return is required will be determined on a case-by-case basis, taking into account the nature of the issue and applicable consumer protection laws.

If a physical return is required:

Our customer support team will provide the necessary return instructions.
We will specify the appropriate return destination.
We may request reasonable verification or inspection of the returned product.
We will explain any applicable return shipping arrangements.
Refunds or replacements may be processed following inspection where appropriate and legally permitted.

Please do not send any products back without receiving return instructions from our customer support team.

Return shipping costs and any applicable refunds, replacements, or other remedies will be handled in accordance with applicable consumer protection laws.

Emesa Home may take reasonable measures to investigate suspected fraudulent or inaccurate claims while respecting customers' applicable legal rights.

10. Refund Processing Time

For approved refunds under our voluntary policy, we aim to initiate the refund within 14 calendar days after approval, or sooner where required by applicable law.

Refunds are generally issued to the original payment method, where available.

Depending on the payment provider and financial institution, an additional 3–10 business days may be required for the funds to appear in your account.

If your refund has not appeared within the expected timeframe, please contact our customer support team.

Where applicable law requires a different refund amount, method, or processing timeframe, the legal requirement takes precedence.

11. Consumer Protection Rights

Nothing in this policy is intended to exclude, restrict, or modify any mandatory consumer protection rights or guarantees that apply to your purchase.

Depending on your location, you may have statutory rights concerning defective products, products that do not match their descriptions, delivery failures, or other legally protected circumstances.

These rights may apply beyond the voluntary reporting periods described in this policy.