Refund policy

RETURN & REFUND POLICY

Effective Date: July 1, 2025

We want you to love your EMRA experience. That’s why we offer a 100% satisfaction guarantee on all purchases made through emra.one. If a product didn’t meet your expectations — even if it’s been opened — just let us know within 30 days. We’ll make it right.

 

 

1. RETURN WINDOW

Returns are accepted within 30 days of the delivery date. If 30 days have passed since delivery, we unfortunately can’t offer you a refund.

 

 

2. ELIGIBILITY FOR RETURN

To be eligible for a return:

  • The product must be unused or gently used (i.e. tried once and not suited to you).

  • It must be in its original packaging.

  • Proof of purchase (order number or receipt) is required.

We understand oral care is personal — so if you're not satisfied after trying the product, we're still here to help. Just contact us within 30 days, and we’ll work with you to make it right.

Items not eligible for return (except under satisfaction guarantee):

  • Heavily used or empty products

  • Final sale or clearance items

  • Gift cards

 

 

3. HOW TO START A RETURN

Please email us at support@emra.one with the subject line: Return Request – [Your Order Number]. Include:

  • Your name

  • Order number

  • Reason for return

  • Clear photos (if applicable, e.g. damaged product)

Our customer care team will review your request and provide next steps.

 

 

4. REFUND OPTIONS

We’ll offer either:

  • A full refund to your original payment method, or

  • A solution to make things right (e.g. replacement, credit)

Refunds are typically processed within 5–10 business days of approval. Processing time may vary depending on your bank.

 

 

5. RETURN SHIPPING

In most cases:

  • Customers are responsible for return shipping unless the product was damaged or incorrect.

  • We may offer a prepaid return label depending on the situation.

We do not guarantee that we will receive your returned item if you choose to send it without tracking.

 

 

6. GIFTS

If the item was marked as a gift and shipped directly to you, we can offer store credit upon return approval. If the gift giver had the order shipped to themselves, we will send the refund to the original purchaser.

 

 

7. DAMAGED OR WRONG ITEMS

If your order arrived damaged or you received the wrong item, please contact us within 7 days of delivery with photos, and we’ll take care of it ASAP.

 

 

QUESTIONS?

We’re here to help. Email us anytime at [wecare@emra.one].

No stress, no pressure — just clean smiles ahead.