Return Policy

RETURN POLICY

Last updated: 28 July 2026

1. Thirty-day return period

Customers may request a return within 30 calendar days after delivery.

To start a return, contact:

contact@emevu.com

The return request should include:

  • the order number;

  • the customer’s name;

  • the product concerned; and

  • the reason for the return.

Products must not be returned before return instructions have been provided.

Returns sent without authorisation or to an incorrect address may be delayed or refused where legally permitted.

2. Legal withdrawal during the first 14 days

Where applicable consumer law provides a right of withdrawal, the customer may withdraw from the purchase within 14 calendar days after receiving the product.

No reason is required.

The customer must clearly notify Emevu before the deadline by:

  • emailing contact@emevu.com;

  • using the model withdrawal form; or

  • using any electronic withdrawal function provided on the Website.

The customer must return the product within 14 calendar days after notifying Emevu.

During the legal withdrawal period, the customer may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

The customer may be responsible for a reduction in value caused by handling beyond what would normally be permitted in a physical store.

3. Commercial returns from day 15 to day 30

Returns requested after the legal withdrawal period but within 30 calendar days after delivery are covered by Emevu’s commercial return policy.

To qualify, the product must be:

  • unused;

  • undamaged;

  • complete;

  • in its original condition; and

  • returned with its original packaging, manuals, accessories and promotional items.

Emevu may refuse a commercial return that does not meet these conditions.

This commercial policy does not limit rights relating to defective or non-conforming products.

4. Non-returnable items

Where legally permitted, the following items cannot be returned under the commercial return policy:

  • gift cards;

  • personalised products;

  • custom-made products;

  • products returned more than 30 days after delivery;

  • products damaged through misuse or accident after delivery;

  • products missing essential components;

  • products showing excessive wear; and

  • sealed hygiene or health-protection products after the seal has been opened, where applicable.

Mandatory consumer rights remain unaffected.

5. Return address

The return address may differ from Emevu’s registered business address.

Customers must contact contact@emevu.com before returning a product.

The correct return address and instructions will be provided after the return request has been reviewed.

Products sent to an unauthorised address may not be accepted.

6. Return shipping costs

For a change-of-mind return, the customer is responsible for the direct return shipping cost unless Emevu agrees otherwise.

For an accepted claim concerning a defective, damaged, incomplete or incorrect product, Emevu will provide or reimburse a reasonable return method.

Customers should:

  • use a tracked delivery service;

  • keep proof of shipment; and

  • package the product securely.

Emevu is not responsible for a returned parcel lost because the customer used an untracked return method.

7. Inspection of returned products

Returned products are inspected after receipt.

Emevu will verify:

  • the product’s condition;

  • whether all accessories are included;

  • whether the original packaging is present;

  • whether there is damage or excessive wear; and

  • whether the return meets the applicable conditions.

The customer will be notified when the inspection has been completed.

8. Refunds

Approved refunds are issued to the original payment method.

For a valid legal withdrawal, Emevu will issue the refund within the legally required period.

Emevu may wait until:

  • the returned product has been received; or

  • the customer provides proof that the product has been sent.

The refund includes the product price and, where legally required, the cost of the least expensive standard delivery method initially offered.

Additional delivery charges resulting from an express, premium or optional delivery method are not refundable.

For a commercial return requested between day 15 and day 30:

  • the product price may be refunded after approval;

  • the initial shipping cost is not normally refundable; and

  • the return shipping cost is paid by the customer.

Banking and payment-provider processing times may affect when the refund appears.

9. Refund deductions

Where legally permitted, Emevu may reduce a refund if:

  • the product has been handled excessively;

  • the product is damaged;

  • accessories are missing;

  • packaging is missing;

  • the product shows signs of use; or

  • the product’s value has been reduced by the customer.

Any deduction will be proportionate to the reduction in value.

This does not affect claims relating to a product that was already defective or damaged before delivery.

10. Damaged, defective or incorrect products

Customers should contact contact@emevu.com promptly after discovering that a product is:

  • damaged;

  • defective;

  • incomplete; or

  • different from what was ordered.

The request should include:

  • the order number;

  • a description of the problem;

  • photographs of the product;

  • photographs of the packaging where relevant; and

  • a short video where reasonably necessary.

Customers should not discard the product or packaging before receiving instructions.

Depending on the circumstances and applicable law, Emevu may offer:

  • a replacement;

  • a repair;

  • a partial refund;

  • a full refund; or

  • another appropriate solution.

11. Exchanges

Direct exchanges may not always be available.

Where an exchange is unavailable, the customer may be asked to:

  1. return the original product; and

  2. place a separate order for the replacement product.

A replacement will only be shipped after the return request has been approved, unless Emevu agrees otherwise.

12. Refused and unclaimed deliveries

Refusing delivery or failing to collect a parcel does not automatically constitute a valid withdrawal request.

The customer must contact Emevu and clearly communicate their decision.

Where a parcel is returned because of:

  • an incorrect address;

  • repeated failed delivery attempts;

  • failure to respond to the carrier; or

  • failure to collect the parcel,

additional delivery or return costs may be deducted from a commercial refund where legally permitted.

13. Order cancellations

Customers should contact Emevu as soon as possible to request an order cancellation.

Cancellation cannot be guaranteed after preparation or shipping has started.

If the order has already been shipped, the customer may need to wait for delivery and follow the return procedure.

14. Contact

To request a return or refund:

Email: contact@emevu.com

Please include the order number in all communications.