Returns & Refunds Policy (Last Updated: February 25, 2026)

At Emoottoo, we are committed to your complete satisfaction with every purchase. We understand that buying furniture online requires confidence in the product, so we have designed this policy to be fair, transparent, and customer focused. Please read the details below carefully before placing your order.

1. Order Cancellation

We are happy to cancel your order at no charge if it has not yet been shipped or entered the fulfillment process.

• To request cancellation, please contact our Customer Service team immediately at cs@emoottoo.us or call 1-626-536-6008.
• Once we confirm the order is still in processing, we will cancel it and issue a full refund to your original payment method.
• Important: Once an order has shipped, cancellation is no longer possible. We recommend reaching out as early as possible to avoid any inconvenience.

2. Returns (30-Day Return Window)

We offer a 30-day return policy from the date of delivery for most items.

To initiate a return:

• Contact our Customer Service team at cs@emoottoo.us or 1-626-536-6008 within 30 days of delivery.
• 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 label (if eligible) or a return shipping address.

Eligibility Requirements

• The item must be in original, unused condition with all original packaging, tags, manuals, and accessories intact.
• Proof of purchase (order confirmation or invoice) is required.

Eligible Reasons for Return & Refund You are eligible for a full refund (including original shipping fees) when the return is due to our error:

• Product quality issue or manufacturing defect
• Item does not match the product description or images on our website.
• Item is defective or does not function as intended.
• Product is damaged upon arrival (even if the shipping box appears intact)
• Missing parts or components
• Both product and shipping box are damaged during transit

Non-Refundable / Non-Returnable Situations Returns are generally not accepted for the following personal reasons:

• Change your mind / no longer need the item.
• Purchased by mistake
• Found a better price elsewhere.
• Delivery arrived later than expected.
• Received an extra item you did not order.
• Unauthorized purchase (please contact your payment provider immediately in this case)

Customized or Personalized Orders Custom-made, personalized, or made-to-order items are not eligible for return or refund unless they arrive damaged or defective due to our error.

Damaged or Defective Items Upon Delivery If your package arrives damaged:

• Keep all original packaging materials.
• Take clear photos of the damaged box, the product, and any affected areas.
• Contact us within 7 days of delivery at cs@emoottoo.us or 1-626-536-6008.
• We will arrange inspection (photos/video may be requested) and provide resolution quickly—typically a replacement, repair, or full refund.

3. Return Shipping & Fees

• Our Error (wrong item, damaged, defective, etc.): Emoottoo covers 100% of the return shipping cost. We will provide a prepaid return label or reimburse reasonable return shipping expenses upon receipt of proof.
• Change of Mind / Personal Reasons (if accepted): You are responsible for the actual cost of return shipping. Furniture is large and heavy—return freight charges can be substantial (often $150–$500+ depending on size, weight, and location). We strongly advise reviewing dimensions, materials, color swatches, and product details carefully before ordering to avoid unnecessary costs.
• No Restocking Fees: Emoottoo does not charge restocking fees on any returns.

Important Note on Large Furniture Items Most Emoottoo products are oversized, heavy, and require freight shipping. Return shipping for these items can be expensive and logistically complex. Please measure your space, review all specifications, and consider delivery conditions before completing your purchase.

4. Refund Process

Once we receive and inspect your returned item(s):

• You will receive email confirmation of receipt and inspection results.
• If approved, refunds are processed to your original payment method:
• PayPal / digital wallets: Typically, within 24–48 hours
• Credit / debit cards: Typically, within 7–10 business days (depending on your bank or card issuer’s processing time)
• Partial refunds may be issued if only certain items in an order are returned or if the product shows signs of use.

If a Refund Is Not Approved, we will explain the reason (e.g., item not in original condition, outside the 30-day window) and may offer:

• A partial refund
• Store credit
• Repair or replacement (if applicable)
• If you disagree with the decision, please reply with additional photos or information—we are happy to review again.

Refund Delays If you have not received your refund within the stated 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 here to help. For any questions about returns, refunds, cancellations, or damaged items, please reach out:

• Email: cs@emoottoo.us
• Phone: 1-626-536-6008 (Monday–Friday, 9:00 AM – 5:00 PM PST)

Thank you for choosing Emoottoo. We truly value your trust and strive to make every experience positive—from the moment you browse to the day your furniture becomes part of your home.

Warm regards,

The Emoottoo Team