RETURNS & REFUNDS POLICY

Last updated: January 2026

Thank you for your purchase from Emerald Wake. Due to the specialized and high-value nature of our products, returns are limited and subject to approval.

Return Eligibility

Returns may be accepted under the following conditions:

• Items must be unused, unopened, and in original packaging
• A return request must be submitted within 14 days of delivery
• Proof of purchase is required
• All returns require prior authorization

Opened, used, installed, or water-used products are not eligible for return.

Non-Returnable Items

The following items cannot be returned:

• Used or opened products
• Batteries
• Clearance or final-sale items
• Custom or special-order products
• Items damaged due to misuse, improper handling, or installation

Return Authorization Required

All returns must be approved before being sent back.

To request a return, email info@emeraldewake.com with:

• Order number
• Item(s) you wish to return
• Reason for the return

Unauthorized returns will be refused.

Return Shipping Responsibility

• Customers are responsible for all return shipping costs
• Original outbound shipping charges are non-refundable
• We strongly recommend using insured and trackable shipping for returns

Restocking Fees

All approved returns are subject to a 15% restocking fee. This fee applies to all eligible returned products without exception unless otherwise stated below.

The 15% restocking fee may be waived only in cases of:

• Verified product defect
• Shipping error by Emerald Wake

Inspection, Refunds & Credits

• All returned items are inspected upon receipt
• Approved refunds or store credits are processed within 7–10 business days after inspection
• Refunds are issued to the original payment method unless otherwise agreed

In some cases (such as technical issues where no defect is found), a store credit may be issued at Emerald Wake’s discretion.

Defective or Incorrect Items

If you receive a defective or incorrect item:

• Notify us within 48 hours of delivery
• We may request photos, serial numbers, or troubleshooting steps
• If verified, we will repair, replace, or refund the item at our discretion

Satisfaction Commitment

We are committed to providing a premium customer experience. If you experience an issue with your order, please contact us and we will work with you to find a fair and reasonable solution within the bounds of this policy.

Contact Information

For questions regarding returns or refunds, please contact:

Email: info@emeraldewake.com