Refund policy

Returns & Refunds

Thank you for shopping with Emeli.

We hope you love your purchase. If for any reason it isn’t the right fit, we’re here to make the return process as simple as possible.

Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, your item must:

* Be unused and in its original condition.
* Be returned in its original packaging.
* Include the original receipt or proof of purchase.

To initiate a return, please contact our Customer Care team with your order details. Once your request has been approved, our courier will arrange a convenient pickup and you will receive a confirmation of your return request.

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund. Refunds are processed within 7 working days after the returned item has been approved.

Refunds will be issued using the original payment method whenever possible:

* Credit or Debit Card: The refund will be credited back to the original card used for payment.
* Cash on Delivery: The refund will be made via bank transfer or an approved electronic wallet.
* Buy Now, Pay Later Services: Refunds will be processed through the same payment provider used for your purchase.

Please note that processing times may vary depending on your payment provider or financial institution.

Faulty or Incorrect Items

If you receive an item that is damaged, faulty, or different from what you ordered, please contact our Customer Care team within 30 days of receiving your order.

Once the item has been inspected, we will gladly arrange a replacement, exchange, or full refund, including any applicable delivery charges. Returned items must be sent back in the condition they were received.

Order Cancellation

If you would like to cancel your order before it has been shipped, please contact us via WhatsApp and we’ll be happy to assist you. Link to whatsApp chat.

Need Assistance?

If you have any questions about your order, returns, or refunds, our Customer Care team is always happy to help. Please reach out through our contact page or customer support channels, and we’ll assist you as quickly as possible.