Claims&Returns
Return and Refund Policy
(Last Updated: February 25, 2026)
At Emoottoo, we are committed to ensuring your complete satisfaction with every purchase. We understand that buying furniture online requires confidence in the product; therefore, we have established this fair, transparent, and customer-centric policy. Please read the following details carefully before placing your order.
1. Order Cancellation
If your order has not yet shipped or entered the processing stage, we will be happy to cancel your order free of charge.
·To cancel an order, please contact our customer service team immediately via email at cs@emoottoo.us or by calling 1-626-536-6008.
·Once we confirm that your order is still in the processing stage, we will cancel the order and issue a full refund to your original payment method.
·Important Note: Once an order has shipped, it cannot be cancelled. To avoid any inconvenience, we recommend contacting us as soon as possible.
2. Returns (30-Day Return Window)
We offer a 30-day return policy for most items, effective from the date of receipt.
Initiating a Return:
·Contact our customer service team within 30 days of receiving your shipment via cs@emoottoo.us or by calling 1-626-536-6008.
·Please provide your order number, photos of the item(s), and a brief explanation of the issue.
·Our team will review your request and provide a prepaid return shipping label (if eligible) or a return shipping address.
Eligibility Requirements:
·Items must be in their original condition, unused, and with all original packaging, tags, manuals, and accessories intact.
·Proof of purchase (order confirmation or invoice) is required.
Grounds for Return and Refund Eligibility: If the return is due to an error on our part, you will be eligible for a full refund (including original shipping costs) under the following circumstances:
1. Product quality issues or manufacturing defects.
2. The item does not match the product description or images displayed on our website.
3. The item is defective or does not function as intended. 4. The product arrived damaged (even if the outer packaging box appears intact).
5. Missing parts or components.
6. Both the product and the packaging box were damaged during transit.
**Situations Ineligible for Refunds/Returns:** Generally, returns are not accepted for the following personal reasons:
1. Change of mind / No longer need the item.
2. Accidental purchase.
3. Found a lower price elsewhere.
4. Delivery took longer than expected.
5. Received an extra item that was not ordered.
6. Unauthorized purchase (please contact your payment service provider immediately).
**Custom or Personalized Orders:** Items that are custom-made, personalized, or produced-to-order are not eligible for return or refund, unless the item is damaged or defective due to an error on our part.
**Damaged or Defective Items Upon Receipt:** If your package arrives damaged:
· Please retain all original packaging materials.
· Take clear photos of the damaged box, the product, and the specific damaged areas.
· Please contact us within 7 days of receiving the shipment via cs@emoottoo.us or 1-626-536-6008.
· We will arrange an inspection (photos/videos may be required) and provide a resolution as soon as possible—typically a replacement, repair, or full refund.
**3. Return Shipping and Handling Fees**
· **Our Error** (e.g., incorrect item shipped, damaged item, defective item, etc.): Emoottoo will cover 100% of the return shipping costs. Upon receipt of relevant proof, we will provide a prepaid return label or reimburse reasonable return shipping fees.
· **Change of Mind / Personal Reasons** (if accepted): You are responsible for the actual return shipping costs. Since furniture is bulky and heavy, return shipping fees can be quite substantial (typically ranging from $150 to over $500, depending on size, weight, and location). We strongly recommend that you carefully review the dimensions, materials, color swatches, and product details before ordering to avoid incurring unnecessary costs.
· **No Restocking Fees:** Emoottoo does not charge restocking fees for any returns. Important Note Regarding Large Furniture: Most Emoottoo products are large and heavy, requiring freight shipping. Return shipping costs for such items can be substantial, and the logistics process is complex. Before purchasing, please measure your space, carefully review all product specifications, and consider the delivery conditions.
4. Refund Process
Once we have received and inspected your returned item(s):
· You will receive an email confirming receipt and the results of our inspection.
· If approved, the refund will be issued to your original payment method:
o PayPal/E-wallets: Typically processed within 24–48 hours.
o Credit/Debit Cards: Typically takes 7–10 business days (depending on the processing times of your bank or card issuer).
· A partial refund may be issued if only a portion of the items from an order are returned, or if the returned items show signs of use.
If your refund request is not approved, we will explain the reason (e.g., the item is not in its original condition, or the 30-day return window has expired) and may offer the following alternatives:
· A partial refund
· Store credit
· Repair or replacement (where applicable)
· If you disagree with this decision, please reply with additional photos or information—we would be happy to review your case again.
Delayed Refunds: If you do not receive your refund within the expected timeframe, please contact us at cs@emoottoo.us. We can provide tracking details or a refund reference number to assist you in following up with your bank, PayPal, or card issuer.
5. Contact Us
We are always here to help. If you have any questions regarding returns, refunds, order cancellations, or damaged items, please contact us:
· Email: cs@emoottoo.us
· Phone: 1-626-536-6008 (Monday–Friday, 9:00 AM – 5:00 PM PST)
Thank you for choosing Emoottoo. We deeply value your trust and are committed to ensuring you have a delightful experience—from the moment you browse our products until your furniture becomes a cherished part of your home.
Warm regards,
The Emoottoo Team