Refund & Replacement Policy

At Emirora, customer satisfaction is our top priority. We work directly with our fulfillment partner Zambeel to ensure you receive quality items in perfect condition.

1. Free Replacement Policy (Damaged, Defective, or Wrong Items)

If you receive a product that is damaged, defective, broken, or incorrect, you are eligible for a replacement.

  • Eligible Window: Complaints must be reported within 7 days of delivery for a 100% free replacement.

  • Proof Required: You must provide clear video or photos demonstrating the issue or defect along with your Order ID.

2. How to Request a Replacement

  1. Email us at support@emirora.store or contact us via WhatsApp with your Order ID and a short video/photo showing the issue.

  2. Our support team will review your claim within 24–48 hours.

  3. Once approved:

    • Exchange Dispatch: A courier will pick up the defective item and deliver your replacement within 3–7 business days.

3. Refunds & Order Cancellations

  • Order Cancellations: Cancellations are accepted within 24 hours of placing the order (if the item has not been dispatched).

  • Monetary Refunds: Approved monetary refunds for online prepaid orders will be credited back to the original payment method within 7 to 14 business days.

  • For Cash on Delivery orders, replacements are issued. If a replacement item is out of stock, store credit or bank transfer will be arranged.

4. Non-Eligible Items

  • Items damaged due to customer misuse, improper handling, or altercations.

  • Complaints submitted after 30 days of delivery.