Returns Policy

embertwine.shop values ​​every customer’s shopping experience and offers returns, exchanges, and refunds for eligible orders in accordance with applicable European consumer protection laws. Please read the following policy carefully before requesting a return or exchange.

1. Return Conditions

If you receive a product with quality issues, that does not match your order, or other circumstances that comply with applicable laws, you can contact us to request a return.

Minor color differences, size measurement errors, or visual differences due to different display devices that do not affect the normal use of the product are generally not considered product quality issues.

2. Product Condition

Returned or exchanged products should be kept in their original condition as much as possible. Products should not have obvious signs of use, stains, or damage caused by the customer, and it is recommended to retain the original packaging and related accessories.

Some products that are unsuitable for return due to hygiene, safety, or legal regulations may be subject to corresponding return and exchange restrictions.

3. Return Request Time

To request a return or exchange, please contact us within 14 days of receiving the goods using the contact information provided on the website, providing your order number, product information, and the reason for the return/exchange.

For orders subject to EU consumer withdrawal rights, consumers can typically submit a withdrawal request within 14 days of receiving the goods. Specific rights and applicable conditions are subject to relevant laws.

After receiving your return request, we will typically complete the review within 2–5 business days and inform you of the subsequent return arrangements.

Please do not send the goods back directly without receiving the relevant return instructions, as this may affect the processing progress.

4. Return Shipping Time

Once your return request is confirmed, please return the goods promptly according to our provided return instructions. Unless otherwise stipulated by applicable law, we recommend that you send the goods back within 14 days of receiving return confirmation.

Upon arrival of the returned goods, we will check the condition of the goods and determine whether they meet the conditions for a refund or exchange based on the actual situation.

5. Exchange Policy

If a product has issues meeting the exchange criteria, we will assist in arranging a replacement with the same or similar product, depending on inventory availability.

We typically process exchange requests within 3–7 business days after receiving and inspecting the returned product. If the required product is unavailable, we may arrange a refund or other reasonable solution depending on the specific circumstances.

6. Refund Processing

After a return is approved, we will typically initiate a refund within 3–7 business days.

Refunds are generally processed through the original payment method. The actual arrival time of the refund may be affected by the processing speed of banks, credit card institutions, or third-party payment institutions, and may typically require an additional 3–10 business days.

For orders subject to statutory withdrawal, we will process refunds in accordance with relevant consumer protection laws.

7. Return Shipping Costs

If the product has quality issues, is incorrectly delivered, or is otherwise our responsibility, the relevant return shipping costs will be handled on a case-by-case basis.

If the return is due to the customer’s personal reasons, the customer may be responsible for related shipping costs and other reasonable expenses, subject to applicable laws and the actual circumstances of the order.

8. European Consumer Rights

For orders subject to EU and relevant European consumer protection regulations, consumers are entitled to corresponding rights of withdrawal, return, refund, and other legal rights.

The timeframe in this policy is intended to illustrate our normal processing procedures and does not restrict or exclude any legal rights enjoyed by consumers under the law.

9. Policy Updates

We may update this return and refund policy based on applicable laws and regulations and actual business circumstances. Updated content will be published on the website and will apply to subsequent orders.

If you have any questions regarding returns, refunds, or order processing, please contact us through the contact information provided on the website, and we will assist you as soon as possible.