RETURNS & REFUNDS POLICY

Last updated: April 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.

Emerald Wake does not offer direct exchanges. Approved returns are processed as refunds or store credit.

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@emeraldwake.com with:

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

Unauthorized returns will be refused.

Order Cancellations

Orders may be cancelled prior to shipment by contacting us as soon as possible.

If the order has not yet been processed or shipped, a full refund will be issued
Once an order has shipped, it is no longer eligible for cancellation and must follow the Returns & Refunds Policy

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
• Customers must arrange their own return shipping using a trackable, insured carrier
• Emerald Wake does not provide pre-paid return shipping labels

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