Refund policy
Return & Refund Policy
At Emerald Alchemy, we want you to be happy with your order. Due to the personal-use nature of our products, we have specific guidelines regarding returns, refunds, and replacements.
Returns
We accept returns within 7 days of delivery.
To be eligible for a return, your item must be unused, unopened, and in its original condition and packaging. For health, hygiene, and safety reasons, we cannot accept returns of products that have been opened, used, or tested.
Customers are responsible for return shipping costs unless the return is due to an error on our part or the item arrived damaged or defective.
Please contact us before sending a return. Returns sent without prior approval may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your order arrives damaged, leaking, defective, or you receive the wrong item, please contact us within 7 days of delivery. Include your order number and clear photos of the item and packaging so we can evaluate the issue.
If approved, we will provide an appropriate replacement or refund at no additional cost to you.
Non-Returnable Items
For health and hygiene reasons, we cannot accept returns on:
- Opened or used body oils, perfume oils, body sprays, sugar scrubs, or other personal-care products
- Products that have been altered, damaged, or used after delivery
- Custom or personalized products
- Gift cards, if offered
- Final-sale or clearance items marked as non-returnable at the time of purchase
Scent Preferences
Fragrance and scent preferences are subjective. We cannot offer refunds or returns on opened or used products because a customer does not like a particular scent.
If you are unsure about a scent, we recommend purchasing the smallest available size before purchasing a larger size.
Refunds
Once an approved return is received and inspected, we will notify you of the status of your refund.
Approved refunds will be issued to the original payment method. Original shipping charges are non-refundable unless the order was incorrect, damaged, or defective due to an error on our part.
Please allow additional processing time for your bank or payment provider to post the refund to your account.
Lost or Stolen Packages
Emerald Alchemy is not responsible for packages marked as delivered by the shipping carrier but reported as lost or stolen. If this occurs, please contact the carrier and check with household members, neighbors, or your local delivery office.
If a package is lost in transit and is not marked as delivered, please contact us so we can assist with the appropriate carrier claim and determine the available resolution.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing or has been shipped.
Contact Us
For questions about a return, refund, replacement, or damaged order, please contact Emerald Alchemy through the contact information provided on our website.
Please include your name, order number, and reason for contacting us so we can assist you as quickly as possible.