Refund policy

REFUND & RETURN POLICY

Last Updated: September 10, 2026

We want you to be happy with your Embro Store purchase. Please review the following Return and Refund Policy before placing your order.

1. 14-DAY RETURN WINDOW

We accept eligible return requests submitted within 14 calendar days after the order is delivered.

To be eligible for a return, the item must:

be in the same condition in which you received it;
be unworn, unused, unwashed, and unaltered;
have all original tags attached; and
be returned with its original packaging, where applicable.

You must also provide your order number, receipt, or other reasonable proof of purchase.

Items that show signs of wear, washing, use, alteration, damage occurring after delivery, stains, odors, removed tags, or other conditions that prevent the item from being resold as new may be denied a refund.

2. HOW TO START A RETURN

To request a return, contact us at:

info@embro-store.com

Please include your order number and identify the item or items you would like to return.

Do not send a return to us before receiving return authorization and instructions.

If your return request is eligible, we will provide you with return instructions and the applicable return address.

Items sent back to us without first requesting and receiving return authorization may not be accepted.

Once your return is authorized, the package must be handed to the applicable shipping carrier within 7 calendar days after we provide the return authorization, unless we agree otherwise in writing.

Submitting a return request does not guarantee a refund. Returned merchandise will be inspected after it is received.

3. RETURN SHIPPING COSTS

For returns made because you changed your mind, ordered the wrong size, or otherwise no longer want an eligible item, return shipping costs are the customer's responsibility.

If we provide you with a prepaid return shipping label for such a return, the actual cost of the return label may be deducted from your refund. We will disclose this before you use the label.

We will cover reasonable return shipping costs when the return is necessary because:

we sent you the wrong item;
the item arrived materially damaged;
the item has a manufacturing defect; or
another error attributable to Embro Store occurred.

Original shipping charges paid when the order was placed are non-refundable for voluntary returns, except where the return results from our error or where applicable law requires otherwise.

If your original order qualified for free shipping, we will not retroactively deduct the original outbound shipping cost merely because you return an otherwise eligible item.

Вот последнюю фразу я особенно рекомендую оставить. Если ты рекламируешь FREE U.S. SHIPPING, а потом при возврате неожиданно вычитаешь $7–15 за первоначальную доставку, это уже гораздо неприятнее с точки зрения consumer expectations.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or materially different from what you ordered, contact us at embro.soul@gmail.com as soon as reasonably possible.

Please include:

your order number;
a description of the issue; and
photographs of the item and, where relevant, the packaging.

We may request additional reasonable information necessary to evaluate the issue.

If we confirm that the product is defective, damaged in transit, or incorrect, we will provide an appropriate remedy, which may include replacement, exchange, refund, or another remedy available under applicable law.

We will not require you to pay return shipping for a confirmed return resulting from our error or a qualifying defect.

Nothing in this section limits any non-waivable rights or remedies available under applicable law.

Почему я не ставлю «сообщить о браке в течение 48 часов»

Для тебя это выглядит заманчиво, но я бы не превращала короткий срок в абсолютный отказ от claims. Некоторые дефекты покупатель физически может обнаружить позже. Лучше просить сообщить promptly и требовать фотографии.

Ты все равно сохраняешь возможность отказать, если видно, что футболку уже носили, неправильно стирали, повредили самостоятельно и т. д.

5. ITEMS THAT CANNOT BE RETURNED

The following items are not eligible for a voluntary return or exchange:

Customized or personalized products. Products made specifically according to a customer's personalized instructions, including customized text, artwork, design, or other customer-specific modifications, are final sale unless they arrive defective, damaged, or materially different from what was ordered.

Final Sale items. Products that are clearly identified as “FINAL SALE” on the product page or before purchase are not eligible for voluntary return or exchange.

Gift cards. Gift cards are non-refundable except where required by applicable law.

These exclusions do not eliminate any remedy required by law for merchandise that is defective, materially misrepresented, or incorrectly supplied.

7. EXCHANGES

We do not currently process direct exchanges.

If you would like a different size, color, or product, the fastest option is to request a return of the eligible original item and place a separate order for the desired product.

A replacement provided because an item was defective, damaged, or incorrect is not considered a voluntary exchange under this section.

8. REFUNDS

After we receive your return, we will inspect the merchandise and notify you whether the refund has been approved.

If approved, the applicable refund will be issued to your original method of payment, generally within 7 business days after approval.

The refund will include the amount paid for the eligible returned merchandise and applicable refundable taxes, less any return shipping charge or other deduction that was disclosed and permitted under this Policy.

Original shipping charges are non-refundable for voluntary returns as described above.

Please note that your bank, credit card issuer, or payment provider may require additional time to post the refund to your account after we issue it.

If more than 10 business days have passed since we confirmed that your refund was issued and you still do not see it, please contact us at:

embro.soul@gmail.com

9. LOST RETURN PACKAGES

Customers are responsible for securely packaging voluntary returns and using a shipping method that provides tracking.

We strongly recommend keeping your return tracking information until your refund has been completed.

Embro Store is not responsible for a voluntary return package that is lost before it is delivered to us, except where the return shipment was arranged and controlled by Embro Store or where applicable law provides otherwise.

10. REFUSED AND UNDELIVERABLE PACKAGES

If an order is returned to us because the customer provided an incorrect or incomplete address, refused delivery, or failed to take reasonable steps required to receive the package, we will contact the customer where reasonably possible.

Any refund or reshipment will be handled in accordance with the circumstances and applicable law. Reasonable additional shipping costs caused by an incorrect customer-provided address or requested reshipment may be charged to the customer where permitted by law.

Orders that are genuinely lost or misdelivered by the carrier will be handled separately under our Shipping Policy.

11. CANCELLATIONS BEFORE SHIPMENT

If you need to cancel or change an order, contact us as soon as possible at embro.soul@gmail.com

We will try to accommodate the request, but we cannot guarantee cancellation or modification once an order has entered processing, production, or fulfillment.

If we cancel an order before shipment, any amount charged for the cancelled merchandise will be refunded as required by applicable law.

Separately, if we are unable to ship an Internet order within the promised timeframe—or, when no shipment time is stated, generally within the federal default period—the FTC Mail, Internet, or Telephone Order Merchandise Rule may require us to notify you of the delay and offer the legally required cancellation/refund option.