Return and Exchange Policy
General Information
Emphaso is an online-only e-commerce store.
We do not operate a physical retail location or provide in-person customer service.
All enquiries, return requests, and support communications must be made via email at:
📧 contact@emphaso.com
Emphaso is operated by Destaque E-Commerce LTDA, a company legally registered in Brazil under CNPJ 63.236.867/0001-60, and serves customers in the United Kingdom and other international markets through cross-border e-commerce.
Eligibility for Returns
To be eligible for a return:
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The item must be unused and in the same condition as received
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The item must be returned with all original packaging and tags intact
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Proof of purchase is required
Items returned without prior authorisation will not be accepted.
Returns by Location
United Kingdom
For orders delivered to the United Kingdom, returns are accepted within 30 calendar days from the date the product is received, in accordance with UK consumer protection legislation.
Brazil
For orders delivered within Brazil, returns are accepted within 7 calendar days from the date of receipt, in accordance with Brazilian consumer protection law (Código de Defesa do Consumidor).
Other International Locations
For customers in other countries, return eligibility and return shipping costs may vary depending on location.
All applicable details will be clearly communicated by our support team before return authorisation.
How to Request a Return
To initiate a return, please contact us at contact@emphaso.com with your order number and request details.
As we operate exclusively online, return instructions and the appropriate return address (which may be international) will be provided once your request is approved.
Refunds are processed after the returned item is received and inspected.
Approved refunds may take up to 10 business days to be processed by the original payment method, depending on your bank or payment provider.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, contact us immediately at contact@emphaso.com.
In accordance with UK consumer law, we will offer a replacement, repair, or full refund.
Where applicable, return shipping costs for faulty or incorrect items will be covered by Emphaso.
Exchanges
Emphaso does not offer direct exchanges.
The fastest way to receive a different item is to:
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Request a return for the original item
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Once approved, place a new order for the desired product
Non-Returnable Items
The following items are not eligible for return, 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
Right to Cancel (United Kingdom & European Union)
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 delivery, without providing a reason.
Returned items must be unused, in their original condition, with all packaging and tags intact.
This right does not apply to customised or made-to-order products.
Delivery Responsibility
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, we will work with the courier to investigate and provide a replacement or refund where appropriate, in accordance with applicable consumer protection laws.
For refund-specific details, please refer to our Refund Policy.
This policy does not affect your statutory rights under UK consumer law.
Rua São Lazaro, 486, Setor B562, Jardim Morumbi – Jundiaà – SP - 13.209-220 - Brasil
