At Emma Treks, we strive to ensure that our customers are fully satisfied with their purchases. If you are not completely happy with your order, we offer a return and refund policy to provide you with peace of mind.
1. Return Eligibility
We accept returns for most products within 30 days of delivery. To be eligible for a return:
- The product must be unused, undamaged, and in its original packaging.
- You must provide proof of purchase (order number or receipt).
- Certain products, such as customized travel itineraries, personalized services, or digital downloads, may not be eligible for returns.
2. How to Return an Item
To initiate a return, please contact us with the following information:
- Order number
- Item(s) you wish to return
- Reason for return
Once we have reviewed your request, we will provide you with return instructions. You may be responsible for the return shipping costs unless the item is defective or an error was made by us.
3. Refund Process
After we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 5-10 business days.
4. Non-Refundable Items
The following items are not eligible for return or refund:
- Customized travel itineraries or personalized services
- Digital products (e.g., e-tickets, downloadable content)
- Gift cards or vouchers
- Sale or clearance items
5. Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order for the desired item.
6. Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 7 days of receiving your order. We will arrange for a return or replacement at no additional cost to you.
7. Late or Missing Refunds
If you haven’t received your refund after 10 business days, please contact us