At Emstechwear.com, your satisfaction is always our top priority. In addition to your legal rights, we proudly offer a 60-day return guarantee for products purchased through the official Emstechwear website.
If you are not satisfied with your product or experience within 60 days of purchase, you may apply for a return or refund in accordance with our Return & Exchange Policy. Please note: Certain products (such as long pants, shorts, and underwear items) are excluded from this return guarantee due to their special usage nature.
I. General Policies
1. Applicability
- Only orders purchased directly through Emstechwear.com are eligible for returns/exchanges.
- For items purchased via other channels (e.g., Amazon, Target), contact the respective platform for support.
2. Non-Returnable/Non-Exchangeable Cases
- Missing original packaging/accessories/free gifts (including retail box, user manual, cables, etc.).
- Physical damage caused by mishandling (e.g., drops, liquid exposure).
- Natural wear and tear (scratches/stains).
- Items marked as “Final Sale” or “Gift”.
3. Notes
For safety and hygiene reasons, Emstechwear.com does not offer free return or exchange services except for product quality issues. A restocking fee of 10%–20% will be charged for returns that are not related to product quality issues.
*For intimate products like pants, if the plastic sealing film of the outer packaging is torn (which is deemed as the goods having been used), return or exchange will not be supported.
II. Return Policy
1. Return Timeframes
- Standard Returns: Within 60 calendar days of delivery.
2. Return Process
STEP 1: Submit Request
Email service@emstechwear.com with:
- Order number + product name.
- Reason for return (video proof required for defects).
STEP 2: Approval & Details
Upon approval, customer service will provide the return address and cost details within 2 business days.
STEP 3: Ship Back
Securely repackage the item using its original packaging and share the tracking number with customer service.
STEP 4: Refund
Refunds will be processed to the original payment method within 7–15 business days after inspection approval.
3. Cost Responsibilities
| Usage Condition | Eligible for Return/Exchange | Fees You Need to Pay |
|---|---|---|
| Package unopened, outer box intact, all accessories complete | ✅ Yes | 10% of the total order amount |
| Package opened, all items inside the box are undamaged | ✅ Yes | 20% of the total order amount |
| Package opened, and items inside show signs of human damage or misuse | ❌ No | —— |
| Unsealed intimate apparel | ❌ No | —— |
What You Need to Provide:
- Record a short video of the product to help our staff verify its condition.
- Provide your purchase order number or order screenshot.
4. Return Instructions
Do not return products without prior confirmation from us. We do not accept returns via self-collection or collect-on-delivery (COD) shipping methods.
Use original packaging to prevent damage during transit. Any losses due to failure to use the original packaging/materials will be your responsibility.
Inspection Process: Refunds/exchanges will be processed only if the returned item meets return/exchange criteria. Refunds cover the original order amount or reshipping costs only (local duties/taxes incurred during shipping are not covered). If the item fails inspection and has been sent to an Emstechwear warehouse, Emstechwear reserves the right to deny refunds/exchanges, and you will bear any return-related costs.
Return Completion: The process is finalized within 7 business days of receiving the item. Regularly check your email for updates. Partial deductions may apply for items with visible wear, damage, missing parts, or opened/trial free gifts.
Exchange Rate Disclaimer: Refund amounts may slightly differ from the original payment due to exchange rate fluctuations between payment and refund dates. Contact your bank for details.
- To ensure a smooth return process, we will provide you with a prepaid return shipping label.
- According to our refund policy, a standard return shipping fee of $12 per returned item will be deducted from your refund (this prepaid label service is only available for customers within the United States).
- If the return is due to a product quality issue, Emstechwear will cover the shipping cost.
You must return the product within 7 days after receiving the prepaid shipping label.
III. Exchange Policy
Exchanges are only permitted for defective items within the 1-year warranty period.
Required documentation: Issue description + video evidence (e.g., failure to power on, malfunction).
If you are unable to provide valid evidence such as photos or videos, the exchange process cannot be initiated.
Exchange Process
- Follow the return process (specify “Exchange Request” in your submission).
- Replacement items will be shipped within 1–3 business days after receiving the returned product.
Out-of-Warranty Cases: For damage caused by mishandling or items beyond the 1-year warranty period, contact Emstechwear customer service for paid after-sales support.
IV. Order Cancellation
- Only applicable to unshipped orders. Requests via email will be processed within 24 hours.
- Shipped orders must follow the return process.
V. Price Protection
- Protection Period: Within 90 calendar days of delivery.
- Coverage: Eligible for a price difference refund if the official website price is publicly reduced.
- Exclusions: Does not apply to clearance or Final Sale items.
VI. Refund Details
- Processing Time: Refunds are issued within 7–15 business days after initiation (dependent on bank processing speeds).
- Contact Support: service@emstechwear.com (response within 24 hours on business days).