At Emma Lightz, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process, subject to the terms outlined below.
Returns
You may request a return within 7 days of receiving your order. To be eligible for a return, your item must be:
Unused and in the same condition that you received it
In its original packaging
Accompanied by the original receipt or proof of purchase
To initiate a return, please email us at [email protected] with your order number and reason for return. We will provide instructions on how and where to send the item.
Please Note:
Returns received after 7 days from the delivery date may not be accepted
Items that are damaged due to misuse, wear and tear, or not in their original condition will not be eligible for a return
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 5-7 business days. The refund will be issued using the original payment method, where applicable, or another mutually agreed method (for Cash on Delivery orders, we will contact you for refund processing details).
Non-Returnable Items
The following items are not eligible for return or refund:
Customized or special-order products
Clearance or final sale items
Used or damaged products not due to our error
Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange a product for the same item, contact us within 3 days of delivery at [email protected].
Shipping Costs
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong or defective item shipped)
We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost in transit during the return process.
Contact Us
For all return, refund, or exchange inquiries, please reach out to our support team at:
[email protected]