Refund policy

Last updated: 26 August 2026

At Emba, we want you to feel confident in every purchase. If something isn’t right with your order, we’re here to help.

1. Returns

We accept returns within 7 days of delivery.

To be eligible for a return, your item must:

Be unused and in its original condition.
Be in the original packaging, where applicable.
Include any seals, labels, or protective packaging that came with the product.
Be accompanied by proof of purchase or your order number.

For hygiene and safety reasons, we generally cannot accept returns of beauty or cosmetic products that have been opened, used, or tested, unless the product is faulty or was received damaged.

2. Non-Returnable Items

The following items may not be eligible for return:

Opened or used beauty and cosmetic products.
Products without their original packaging or hygiene seals.
Gift cards.
Items purchased as part of a final-sale or non-returnable promotion.

This does not affect your statutory consumer rights, including your rights if a product is faulty, damaged, not as described, or otherwise does not meet applicable legal requirements.

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, defective, or you receive the wrong product, please contact us as soon as possible.

Please include:

Your order number.
A description of the issue.
Clear photographs of the product and packaging, where relevant.

We will assess the issue and, where appropriate, offer a replacement, repair, refund, or other remedy in accordance with your legal rights.

4. How to Request a Return

To request a return, contact Emba Customer Care at [insert customer service email] with your order number and the reason for your return.

If your return is approved, we will provide instructions on where and how to send the item.

Please do not send products back without contacting us first, as we may be unable to process an unauthorised return.

5. Return Shipping

On return, we will provide a Royal Mail collection from the delivery address and will process refund after delivery.

6. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will normally be issued to the original payment method.

Please allow 5–10 business days for the refund to appear in your account after it has been processed, although your payment provider may take longer.

Original standard delivery charges may be refundable in circumstances where required by applicable law.

7. Exchanges

We may offer exchanges for eligible products, subject to availability.

If the replacement item is unavailable, we will arrange an appropriate refund or alternative remedy.

8. Promotional and Discounted Items

Products purchased using a discount code, promotional offer, or as part of a bundle may be subject to specific promotional terms.

Unless stated otherwise, discounted products remain eligible for return in accordance with this policy and applicable consumer law.

9. Changes to This Policy

Emba may update this Return & Refund Policy from time to time. The latest version will be published on our website and will apply to purchases made after the updated policy takes effect.