Refund policy

Return Shipments

At KEmerald, your happiness is important to us, so all of our products come with a 30 Day 100% Happiness Guarantee. If you are not happy with your purchase within 30 days of receiving it, we will do our best to make sure you are happy with our resolution. 

Any refunds will be credited back to the original payment method, typically within 3-5 business days.

Contact us at support@kemerald.com, and we will promptly respond to your inquiries. 

After contacting us, we will walk you through the steps to ship the item back to us.

To be eligible for a return, your item must be unused and in the condition in which you received it. It must also be in the original packaging.

Different types of goods are excluded from returns. Perishable items such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or hygienic items, hazardous substances or flammable liquids or gases.


Refunds (if applicable)
Once your return has been received and verified, we will send you an email to inform you that we have received your return. We will also inform you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be issued to your credit card or original payment method within a specified period.

Lost or missing refund (if applicable)
If you have not yet received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially booked.
Then contact your bank. There are often some processing times before a refund is issued.
If you have done all this and have not yet received a refund, please contact us at support@kemerald.com

Sales items (if applicable)
Only goods with a normal price can be refunded, unfortunately sales goods cannot be refunded.

Exchange (if applicable)
We will only exchange items that are faulty or damaged. If you wish to exchange it for the same item, please email us at support@kemerald.com for more details.

Personalized Products - Return Policy

• We do not accept returns for orders with specific personalization such as names, dates, sign-offs, etc.
  
  However, we can offer you store credits or discounts of no higher than 50% Off.

Customer Error Policy

• Items cannot be returned due to customer error, so please be sure to make sure all customizations are 100% correct before submitting your order. However, we will do whatever we can to make you happy.

 

CAN I CANCEL OR CHANGE MY ORDER?

We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.

Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.

Shipping costs
To return your product, please first contact us via email at support@kemerald.com for return instructions.

You are responsible for your own shipping costs when returning your product. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time required to reach your exchanged product may vary.

If you're shipping an item over $75, consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee receipt of your return shipment.

 

Holiday Season Policy

• During our busy holiday season, we try our best to let you know your gifts will arrive on time, but due to high volume and unexpected circumstances beyond our control there might be a slight delay in delivery of your order. 

• Understandably, no refunds can be issued for orders delayed due to adverse weather conditions or any unforeseen circumstance that may affect KEmerald or any of our carriers. Thank you for understanding.

MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING

This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.

It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.

Extra disposables:
- Gift cards
- Downloadable software products
- Some health and personal care products

To complete your return, we will need a receipt or proof of purchase. Please first contact us via email at support@kemerald.com for return instructions.

There are certain situations where only partial refunds will be given (if applicable).
- Book with clear signs of use
- CD, DVD, VHS tape, software, video game, cassette tape or open vinyl disc.
- Any item that is not in its original condition, is damaged or missing for reasons other than our fault. 

Item Not Received But Tracking Shows Delivered

We are not liable for packages where the tracking shows as delivered. Your satisfaction is our top priority so we will work you to try and figure out what happened. If it is proven that the package was stolen or delivered to the wrong address and after enough time has passed (at least 14 days) and thorough investigation done by the customer, only then at our sole discretion will we consider a reshipment of the same item/s.

If you received the delivery confirmation notification a short while ago, please give it a few hours then check again, sometimes the USPS or carrier scans a package as delivered even before they have physically delivered it. 

Even though the USPS tracking shows a status of “delivered”, sometimes the tracking is not correct.  it’s rare that a package is actually “lost”.

Another household member could have received the package and placed it somewhere within the residence. Check with other household members and neighbors to see if they’ve received the package.

The package may still be on the truck or at the Post Office. Wait a few days past the “delivered” date shown on the tracking. This same scenario has actually happened to me. I waited a several days after the tracking showed “delivered” and my package showed up 2 days later.

The package was delivered to the wrong address, perhaps a nearby neighbor. Please check with neighbors, your postal carrier and/or call your post office and inquire.

The Post Office now has GPS info on all scanned delivered packages, Contact your Post Office and have them check the actually delivery address.

If all the above steps fail to turn up the package, then the issue may be related to stolen mail. Initiate a “stolen mail” report with USPS Postal Inspector’s office. You will need to complete a USPS affidavit affirming the status of the package as “stolen” (and a USPS Postal Inspector may contact you). In addition, you should also complete a stolen mail report and if necessary, a homeowners or renters insurance loss affidavit. You might need to file a “stolen mail” report with your local police department so there is a record of mail theft in your area.  A police officer will come out and speak with you, take photographs, etc. so his report is accurate. He could also interview neighbors (or business owners if the delivery address was a commercial location) if this has happened recently in your neighborhood and ask about recent deliveries and/or suspicious activity in your area.  The insurance company will need a copy of his report to file an insurance claim. Mail theft is a federal crime, so they take this very seriously.

I understand how anxious you are to have your merchandise and that’s exactly what I want too! Please understand investigations can take time and likewise, a package can sometimes show up after it has been marked as delivered.  I can’t thank you enough for your patience.