Return and refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please Note

• We do not accept returns on custom items. However, we offer a 14-day warranty for defective custom tumblers. To receive a replacement tumbler, please submit pictures to verify the condition in which you received the tumbler.
  - We do not accept returns on digital products.

• Return Process

  To start a return, please contact us at info@emzprestige.com. If your item is eligible for return, you will receive an email with the specific return address and detailed instructions on how to proceed.

  Please Note:

  • We do not offer return services for digital products, as they are non-refundable.

  Items sent back to us without first requesting a return and receiving a return address will not be accepted.

  Damages and Issues

  Please inspect your order upon reception and contact us immediately at info@emzprestige.com if the item is defective, or damaged, or if you receive the wrong item. We will evaluate the issue and work to make it right.

  For Custom Products:
  If your custom product arrives damaged or defective, we can make adjustments or replacements for an additional cost. Please contact us with details, and we'll assist you in resolving the issue.

  For Digital Products:
  If you experience any issues with a digital product, please reach out to us, and we will evaluate the situation to make it right.

  Exceptions / Non-Returnable Items

  Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)
  • Custom products (such as special orders or personalized items)
  • Personal care goods (such as beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items or gift cards

  Please Note:

  • Custom Products: Custom products are non-returnable. If you experience an issue with a custom item, please refer to our damages and issues policy for options.
  • Digital Products: Digital products are non-returnable and non-refundable. If you encounter a problem with a digital product, please contact us for assistance.

  If you have any questions or concerns about your specific item, feel free to get in touch with us at info@emzprestige.com.

Exchanges

We do not accept exchanges for any items, including custom products and digital products.

Custom Products:
Due to the personalized nature of custom products, exchanges are not possible. If there is an issue with your custom item, please refer to our damages and issues policy for assistance.

Digital Products:
Digital products are non-returnable and non-exchangeable. If you encounter an issue with a digital product, please contact us for support, and we will work to resolve the issue.

If you need to obtain a different item, the fastest way is to return the item you originally purchased (if eligible), and once the return is accepted, you can make a new purchase for the desired item.

European Union 14-Day Cooling Off Period

Under European Union law, customers have the right to cancel or return their order within 14 days for any reason and without a justification. However, due to the nature of most of the products we sell, this cooling-off period does not apply to:

• Custom Products: Custom products are made to order and are therefore not eligible for the 14-day cooling-off period.
• Digital Products: Digital products are non-returnable and non-refundable, and as such, are also not covered by the cooling-off period.

For eligible items, they must be returned in the same condition that you received them—unworn or unused, with tags, and in their original packaging. You’ll also need to provide the receipt or proof of purchase.

If you have any questions about whether your purchase is eligible for the 14-day cooling-off period, please contact us at info@emzprestige.com.

Refunds

We do not offer refunds for custom products or digital products. Please carefully consider your purchase before completing your order.

If you are eligible for a return and refund (excluding custom and digital products), please return the item within one week of receiving approval. The item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.

Please note that we do not cover the cost of return shipping. The cost of return shipping is the responsibility of the customer.

Once we’ve received and inspected your return, we will notify you whether the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at info@emzprestige.com.