Refund Policy
Last updated: December 29, 2025
This Refund Policy explains your rights and our procedures regarding refunds for purchases made with Emphaso (“we”, “our”, “us”).
This policy applies in addition to, and does not affect, your statutory rights under UK consumer law.
1. Your Legal Rights (United Kingdom)
Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, customers in the United Kingdom are entitled to specific legal rights relating to cancellations, refunds, and faulty goods.
Nothing in this policy limits or overrides your statutory rights.
2. 14-Day Right to Cancel (Cooling-Off Period)
If your order is delivered to the United Kingdom or the European Union, you have the legal right to cancel your purchase within 14 days of receiving your item, without providing a reason.
To exercise this right:
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You must notify us within 14 days of delivery
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The item must be unused, unworn, and in its original condition, with all packaging and tags intact
Once the returned item is received and inspected, we will issue a full refund of the product price.
3. 30-Day Returns Policy (Extended by Emphaso)
In addition to your statutory rights, Emphaso offers an extended 30-day return period from the date of delivery.
To be eligible:
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Items must be unused and in the same condition as received
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Items must be returned in original packaging with tags attached
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Proof of purchase is required
This extended policy is voluntary and does not affect your legal rights.
4. Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, or incorrect, you are entitled to a remedy under UK consumer law.
Your rights include:
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Within 30 days of delivery: a full refund
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Within 6 months of delivery: a repair or replacement, or a refund if these are not possible
Where an item is confirmed to be faulty or incorrect:
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Return shipping costs will be covered by Emphaso
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Refunds will include the full purchase price
Please contact us as soon as possible at contact@emphaso.com.
5. How to Request a Refund
To request a refund, please contact us by email at contact@emphaso.com, providing:
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Your order number
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The reason for the refund request (if applicable)
As we operate an international fulfilment model, the return address will be provided clearly once your return request is approved.
Please contact us before returning any item so we can provide the correct return instructions.
6. Non-Refundable Items
The following items are not eligible for refunds, unless faulty:
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Customised or made-to-order products
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Gift cards
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Items showing signs of misuse, wear, or damage not caused by a manufacturing defect
This does not affect your statutory rights regarding faulty goods.
7. Refund Processing
Once we receive and inspect your returned item:
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We will notify you of approval or rejection
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Approved refunds will be issued to the original payment method
Please allow up to 10 business days for your bank or payment provider to process the refund.
If more than 15 business days have passed since approval, please contact us at contact@emphaso.com.
8. Shipping Costs and Refunds
Original standard delivery costs will be refunded where required under applicable consumer law.
For non-faulty returns, return shipping costs may be the customer’s responsibility, unless stated otherwise. Full details will be provided during the return authorisation process.
9. Lost or Undelivered Orders
Emphaso remains responsible for the order until it is successfully delivered to the customer’s address.
If a parcel is confirmed as lost or not received following investigation, we will provide a replacement or refund, in accordance with applicable consumer protection laws.
10. Contact Information
For any questions regarding refunds, returns, or cancellations, please contact us:
Business name: DESTAQUE E-COMMERCE LTDA
Trading name: Emphaso
Rua São Lazaro, 486, Setor B562, Jardim Morumbi – Jundiaí – SP - 13.209-220 - Brasil
Emphaso is an international e-commerce brand operated by a company legally registered in Brazil, serving customers in the United Kingdom and other international markets.
