Refund policy

RETURN & EXCHANGE POLICY

Effective for all orders placed on Emerosa

Return & Exchange Window

Emerosa offers a 3-day return and exchange policy. Customers must raise a return or exchange request within 3 days from the date the order is delivered. Any request raised after 3 days of delivery will not be eligible for return or exchange, no exceptions.

Gift Hampers — No Returns or Exchanges

All gift hampers are final sale. Due to the curated and perishable nature of our hamper products, we do not accept returns, exchanges, or refunds on any hamper orders. Please review your order carefully before placing it.

How to Raise a Return or Exchange

To initiate a return or exchange, contact us within 3 days of delivery through:

Our team will review your request and respond within 48 working hours. Do not ship any item back without prior approval — unapproved returns will not be processed.

Mandatory Unboxing Video Requirement

An unboxing video is mandatory for all return and exchange requests, no exceptions.

The video must:

  • Show the parcel being opened from its fully sealed condition
  • Clearly display the product, tags, packaging, and any issue (damage, defect, or wrong item)
  • Be recorded in one continuous shot without any cuts or edits

Videos recorded after opening, or without showing the original seal, will not be accepted as valid evidence. Requests submitted without a valid unboxing video will not be processed under any circumstance.

Conditions for Return & Exchange

For a return or exchange to be accepted, the item must:

  • Be unused and unworn
  • Be in its original packaging with all tags intact
  • Include all free gifts or promotional items that came with the order
  • Be raised within 3 days of delivery
  • Be approved by our team before being shipped back

Exchange Policy

We accept exchange requests for the following reasons:

  • You received a damaged or defective product
  • You received the wrong product
  • The product does not meet your fit or preference expectations

Once approved, you may exchange for the same item or any other item of equal or higher value by paying the price difference.

Reverse Pickup & Return Shipping

Once your return is approved, our team will arrange a reverse pickup from your original delivery address, subject to serviceability.

If pickup is unavailable at your location, you will need to courier the item to us using a reliable courier service such as India Post. Courier costs will be reimbursed up to ₹70. Any amount exceeding ₹70 will be deducted from your refund.

Return Address: Emerosa Returns B-8/57, Third Floor, Rohini Sector-11 Delhi – 110085 Phone: +91 8587894708

Refunds

Refunds are processed only after the returned item has been received and inspected at our warehouse. Once approved, you will be notified via email or WhatsApp.

  • Prepaid Orders: Refunded to the original payment method within 3–5 working days
  • Cash on Delivery Orders: Refunded via bank transfer — you will be asked to provide your bank details

Please note:

  • Shipping and Cash on Delivery charges are non-refundable
  • Missing items in return packages (including freebies) will be deducted in full from the refund amount

Non-Returnable & Non-Exchangeable Items

The following are not eligible for return or exchange under any circumstances:

  • All gift hampers
  • Items purchased during clearance sales or promotions
  • Gift cards and vouchers
  • Customised or personalised products
  • Individual items returned from a combo or bundle set

Customer Availability for Pickup

Once a return is initiated, please ensure you are available for the scheduled reverse pickup and responsive to calls from our logistics partner. Failed pickups due to unavailability will require the return to be re-initiated and may cause delays.

Need Help?

Email: emerosaonline@gmail.com WhatsApp: +91 8587894708

Our team responds within 48 hours on working days.