Refund policy

Your Happiness Is Our Heartbeat

We take pride in creating high-quality products and stand behind everything we make. If something isn’t right, we’re here to help.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 14 days of delivery at support@emersonwest.com. We’ll make it right with a replacement or refund. Return shipping is on us for these cases.

Our goal is for you to love your Emerson West purchase — and we fully stand behind the quality of our products.

Change-of-Mind Returns

We understand that sometimes a product may not be the right fit.

• Change-of-mind returns are accepted within 14 days of delivery. 
• Items must be unused, unwashed, and in original packaging
• Customer is responsible for return shipping costs
• Original shipping charges are non-refundable

Once received and inspected, eligible returns will be issued as a refund or store credit. Store credit never expires and can be used toward any future Emerson West purchase.

How to Start a Return

To initiate a return, email support@emersonwest.com with:

• Your order number
• The item(s) you wish to return
• Reason for return (photos required for damaged or defective items)

Emerson West will respond within 1 business day with a return authorization and next steps. All returns are subject to inspection upon receipt. Items sent back without prior authorization will not be accepted.

Non-Returnable Items

• Gift cards
• Items showing signs of use, wear, or damage not related to a defect
• Perfectly Imperfect items (final sale)

Perfectly Imperfect Items – Final Sale

Products sold as "Perfectly Imperfect" are fully functional but have cosmetic blemishes, such as permanent wrinkles or creases, printing errors, or smudges. Blemishes vary from item to item, and product photos show examples only, not the exact item you will receive. Perfectly Imperfect items are sold at a discounted price and do not include tube packaging.

All Perfectly Imperfect purchases are final sale and are not eligible for returns, exchanges, or refunds. If your item arrives damaged in shipping or you receive the wrong item, please contact us at support@emersonwest.com within 7 days of delivery with your order number and a photo, and we'll make it right.

Refunds

Once your return is received and inspected, we’ll notify you of approval status. Approved refunds will be issued to the original payment method for eligible defective, damaged, or incorrect items, or as store credit for approved non-defective returns. Please allow time for your bank or credit card company to process the refund.

Timeframes & Eligibility

To be eligible for a return or resolution, requests must be submitted within the timeframes outlined above. Requests received outside of these timeframes may not be eligible for return, refund, replacement, or store credit.

Return timeframes are based on the date the return request is received.

Emerson West reserves the right to evaluate requests submitted outside of the stated return windows on a case-by-case basis.

Questions? Contact Us at support@emersonwest.com