SOP— Returns & Refunds

Effective August 2, 2026. Applies to: all support agents and AI-assisted drafts. For a defective, wrong or missing item, do not use this SOP — see SOP — Defective Items & Exchanges (no return is required in those cases).

1. The policy in one screen

Return window	30 days from the delivery date. Beyond that: no refunded return and no partial refund
Return shipping	Paid by the customer. We do not provide a prepaid label
Original shipping fee	Non-refundable
Refund method	Always the original payment method
Refund timing	2–10 business days after receipt and inspection
Restocking fee	None — never mention one
Condition required	Unused, unwashed, undamaged · tags attached (if applicable) · EMMAFY card inside · back in the original ziplock

Return address — the only valid one:

Fulfillment-box / NEWSTART LLC
15392 Cobalt St.
Sylmar, CA 91342, USA
+1 (505) 225-7457
support@emmafy.com

⚠️ Never use the old Fontana address or the old phone number 840-239-7683. A parcel sent to the wrong address is lost for the customer and for us.

2. Always offer the keep-it option first

Before sending return instructions for a change of mind (size, expectations, "looked bigger online"), offer the alternative:

Keep the item, get a partial refund — default 25%, no need to ship anything back.

It resolves the ticket in one exchange, costs less than a return, and most customers accept. Only present the full return once they decline it.

Partial refund scale: 25% is the default keep-it offer · 30% is the ceiling an agent may offer on their own · 50% or a full refund without return is a team decision on documented merits only (confirmed defect, lost parcel, our error) — never offered spontaneously, and never unlocked by a threat.

3. Step by step

A — First contact

Identify the intent: refund or exchange.
Rule out the false positive: if the item is defective, wrong or missing → switch to the Defective Items SOP (no return needed).
Do not ask for information you already have. If the order number, purchase email, or the thread already identifies the order, acknowledge it and move on. Only if nothing identifies the order, ask for one thing: order number or purchase email.
Refund → offer the 25% keep-it first, then the return option. Exchange → confirm we're assisting, and include the exchange item they want.
Put everything in one message: address, conditions, return shipping at their expense, 30-day window, and what to send us after shipping.

B — After the customer ships

They send: tracking number + carrier + items returned (+ the exchange item if applicable). Without this we cannot process the return — say it once, warmly, in the first instructions message:

"To process your refund smoothly, we'll need a quick photo of the item(s) and your return tracking number once shipped."

⚠️ Never send that requirement as a warning, and never send it to someone who already provided the photo or tracking — check the thread first. If they complied: "Thanks for the photo and tracking — you're all set."
Acknowledge, thank them, and ask the small favor: "once the return shows as delivered, just let us know" — it speeds everything up.

C — Return delivered

Refund: only announce "refund processed, 2–10 business days" once it is actually confirmed on the order. While it is pending, pass it to the team for inspection and use the holding wording.
Exchange: the replacement ships after inspection, with a new tracking number and the delivery window for their country. If the exchange item costs more, the customer pays the difference via an invoice link.

4. Escalate, don't improvise

A return outside the 30-day window — never granted on your own
A request to refund a legitimate shipping fee (see the Shipping SOP — we cannot)
A dispute, chargeback, legal or review threat → team, always. A threat changes the tone and the routing, never the eligibility or the amount
Anything requiring the warehouse to act (locating a parcel, stopping a shipment)

5. Common mistakes

Asking for the order number when the customer already gave it — or when the ticket already resolves the order
Sending return instructions for a defective or wrong item (those never require a return)
Quoting the old return address or old phone number
Announcing a refund before it is confirmed
Skipping the 25% keep-it offer and going straight to a return
Re-sending the photo/tracking requirement to a customer who already complied
Granting an exception because the customer insisted — insistence is not a reason; documented merits are

Related: SOP — Shipping Costs & Free Shipping Requests · SOP — Defective Items & Exchanges