Return & Refund

At Emerald, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help with a straightforward return and refund process.

Returns

Return Period

You may request a return within 30 days of receiving your order.

Return Eligibility

To qualify for a return, your item must:

  • Be unused and in its original condition.

  • Include all original tags, accessories, and documentation.

  • Be returned in its original packaging whenever possible to prevent damage during transit.

We reserve the right to refuse returns that do not meet these conditions.

Return Shipping

Customer-Initiated Returns

If you wish to return an item because you changed your mind, ordered the wrong size, or for any similar reason, you are responsible for arranging and paying for the return shipping.

Please use a reliable, trackable postal or courier service, as we cannot be responsible for returns lost in transit.

Incorrect, Damaged, or Defective Items

If your order arrives damaged, defective, or you receive the wrong item, Emerald will cover the return shipping costs.

Simply contact our support team with your order details and, where applicable, photos of the issue. We'll provide a prepaid return shipping label by email at no cost to you.

Restocking Fees

We do not charge any restocking fees on eligible returns.

How to Start a Return

  1. Contact our customer support team at contact@emerald-shop.com with your order number and the reason for your return.
  2. Once your request has been reviewed, we'll send you return authorization and detailed return instructions.
  3. Carefully package the item, ensuring all original accessories, tags, and packaging are included.
  4. Ship the parcel according to the instructions provided in your return authorization email.
  5. Refunds

Inspection

After your returned item reaches our warehouse, it will be inspected to verify that it meets our return requirements.

Processing Time

If your return is approved, your refund will be processed to the original payment method used for your purchase.

Depending on your bank or payment provider, it may take up to 7 business days for the refund to appear in your account after it has been issued.

Refund Amount

Approved refunds include the full purchase price of the returned product. Refunds can only be sent to the original payment method used during checkout.

Exchanges

We are happy to offer exchanges if you need a different size or would prefer another model.

To request an exchange, please contact our customer support team before sending your item back.

  • Exchange fee: Free.

  • Return shipping to our warehouse: Paid by the customer.

  • Shipping of the replacement item: Covered by Emerald at no additional cost.

Once your returned item has been received and inspected, your replacement will be dispatched as quickly as possible.