1. Return Eligibility
To be eligible for a return:
Items must be returned within 7 days of delivery.
Products must be unused, undamaged, and in original packaging.
Proof of purchase (order confirmation or receipt) is required.
Items that show signs of use or damage not caused during delivery will not be eligible for refund.
2. Non-Refundable Items
The following items are non-refundable:
Used or damaged products (unless defective upon arrival)
Clearance or promotional sale items
Gift cards (if applicable)
3. Damaged or Incorrect Items
If you receive a damaged or incorrect item:
Contact us within 48 hours of receiving your order.
Provide clear photos of the product and packaging.
We will review and respond within 2–3 business days.
If approved, a replacement or refund will be arranged.
4. Refund Process
Once your return is received and inspected:
You will be notified of approval or rejection.
If approved, the refund will be processed to the original payment method.
Refunds typically take 7–14 business days depending on your bank or card issuer.
Shipping fees are non-refundable unless the return is due to our error.
5. Return Shipping
Customers are responsible for return shipping costs unless the item was defective or incorrectly shipped.
We recommend using a trackable shipping service for returns.
6. Contact Us
For all refund or return requests, please contact:
Emberlux Limited
Email: info@emberlux.hk
Phone: +852 6944 2688