Refund Policy

EMSZERO is committed to customer satisfaction and provides a 15-day Money Back Guarantee and a 15-day Product Quality Guarantee for our valued customers.

15-Day Money Back Guarantee

Customers may request a refund or exchange within 15 days from the date of delivery, subject to the following conditions:

1. The return must be initiated by the customer within the specified period.
2. The item must be returned in its original packaging and unused, in the same new condition as it was received.
3. All gifted or complimentary items must be returned together with the main unit.
4. The customer is responsible for arranging return shipping and covering its expenses.
5. PayPal transaction fees are non-refundable, and customs fees for international orders will be deducted from the refund.
6. Upon fulfilling the criteria, a refund or exchange will be issued within 15 business days after the item is received, depending on the customer’s preference.
7. For returns not associated with product quality issues, a processing fee ranging from 4.7% to 11% of the refund amount will be applied. This fee does not include shipping costs and is levied to cover the administrative and financial expenses incurred during the refund transaction process. This is particularly pertinent for high-value orders, which generally entail greater handling and transactional overheads. Additionally, for non-quality related returns, the customer shall bear all associated shipping costs.

15-Day Product Quality Guarantee

Customers may request a free replacement if the product is defective, broken, or if they received the wrong item within 30 days of delivery. To avail of this guarantee, customers must report the issue and submit a video demonstrating the defect or quality issue. Please note that the Product Quality Guarantee does not cover physical or accidental damage resulting from misuse of the product, nor dissatisfaction with the product’s performance.

Order Cancellation

Orders cannot be canceled if more than an hour has elapsed since placement, as EMSZERO processes orders promptly for quick delivery. For cancellations or edits within this timeframe, customers must contact [email protected] as soon as possible.

Refused Packages

Refused packages are subject to a refund minus 40% to cover shipping and associated fees once they have been returned to EMSZERO. If an order is refused by customs authorities and cannot be delivered, the customer may request a full refund or a free replacement at no extra cost. It is recommended that customers ensure someone is available to sign for their delivery if required, as many packages require a signature.

Credit Card Fraud Disclaimer

Please be informed that EMSZERO does not bear any responsibility for identifying or detecting fraudulent credit card activities. It is the cardholder’s responsibility to monitor and safeguard their card against any unauthorised usage. EMSZERO will not be liable for any loss, damages, or penalties suffered as a result of fraudulent credit card transactions. We advise all customers to maintain strict control over their credit card information and report any suspicious activities to their respective card issuing institution immediately.

For further information on EMSZERO’s refund policy, please refer to the Shipping Policy located at the bottom of the page.