Refund policy

Last updated: September 24, 2026

Emphaso is an online store operated by DESTAQUE E-COMMERCE LTDA (CNPJ 63.236.867/0001-60), Brazil. We ship to the United States, Canada, the United Kingdom, Australia and New Zealand. All return requests are handled by email at contact@emphaso.com.

Our promise at a glance

30-day money-back guarantee – change your mind within 30 days of delivery and return the item for a refund.
1-year warranty – against manufacturing defects, from the date of delivery.
Damaged, defective or wrong item? We cover the return shipping and send a replacement or a full refund.

1. 30-day returns (change of mind)

You can request a return within 30 days of the delivery date. To be eligible:

The item is unworn, undamaged and in the same condition you received it
It is returned in its original packaging, with any protective film and tags
You include your order number

Return shipping costs for change-of-mind returns are paid by the customer. We recommend a tracked service, as we cannot refund items lost on their way back to us.

2. Damaged, defective or incorrect items

Please check your order when it arrives. If an item is damaged in transit, faulty, or not what you ordered, email us within 30 days of delivery with your order number and a photo or short video of the issue. We will offer a replacement or a full refund, and we cover any return shipping required.

3. 1-year warranty

Every Emphaso watch is covered for 12 months from delivery against manufacturing defects in the movement, case and bracelet. If a covered defect appears, we will replace the watch or, if a replacement is not available, refund it.

The warranty does not cover normal wear (scratches, strap wear), battery depletion, water damage beyond the stated water resistance, accidental damage, or repairs carried out by third parties.

4. How to request a return

Email contact@emphaso.com with your order number and the reason for the return.
We reply within 1–2 business days with return instructions and the return address.
Ship the item back with tracking and send us the tracking number.

Please do not send items back without contacting us first – parcels sent without authorisation may not be traceable to your order.

5. Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to the original payment method within 5 business days. Your bank or card issuer may take a few more days to show the credit.

Original shipping on our orders is free, so there is no shipping charge to deduct. Refunds are based on the amount you actually paid. For promotional orders (for example Buy 1, Get 1 Free), if you return only part of the order, the refund is the amount paid minus the regular price of the items you keep.

6. Exchanges

The quickest way to exchange is to request a return for the item and place a new order for the one you want. If the item is defective, we will send the replacement at no cost.

7. Cancellations before shipping

You can cancel an order free of charge until it has been dispatched. Email us as soon as possible – once an order has shipped, it must be handled as a return.

8. Non-returnable items

Gift cards
Items that have been worn, resized, engraved or damaged after delivery

9. Your statutory rights

This policy is in addition to, and does not limit, your rights under the consumer laws of your country, including:

United Kingdom: the Consumer Contracts Regulations 2013 (14-day right to cancel from delivery) and the Consumer Rights Act 2015 (faulty goods).
Australia: the consumer guarantees under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
New Zealand: the Consumer Guarantees Act 1993.
Canada and the United States: any rights under applicable provincial, state or federal consumer protection laws.

Contact

Emphaso – DESTAQUE E-COMMERCE LTDA
Email: contact@emphaso.com
Rua São Lázaro, 486, Setor B562, Jardim Morumbi – Jundiaí – SP – 13209-220 – Brazil
This is our registered business address, not a returns address. Return instructions are sent by email.