Refund policy

Last updated: October 28, 2026

This policy applies to retail purchases made directly through the EAMUS online store, operated by EAMUS CO LTD in Hong Kong. Purchases from other retailers or marketplaces should be referred to the original seller. Wholesale, distribution and custom development orders are subject to their separate agreements and applicable law.

Change-of-mind returns

Except where required by applicable law, we do not accept returns or exchanges because you have changed your mind, ordered the wrong item, or no longer want the product.

If the law of your country gives you a mandatory cooling-off period or right of withdrawal, you may exercise that right on the terms and within the period set by that law.

  • Notice: email support@eamus.design with your order number and a clear statement that you wish to cancel or return your purchase. This does not restrict any other legally valid way of exercising your rights.
  • Deadline: ship the item back before the return deadline set by that law, and keep proof of posting.
  • Return shipping: you are responsible for the direct cost of shipping the goods back to Hong Kong, unless applicable law requires us to cover it.
  • Condition: the item must be returned unopened and unused, in its original packaging, with all accessories, manuals and tags. Where the law of your country permits you to open the packaging to inspect the item, opening it for that purpose alone will not prevent a statutory return, but we may reduce your refund for any loss in value caused by handling beyond what is necessary for inspection.

Faulty products, incorrect items and missing parts

If your product appears faulty, does not match its description, or you receive an incorrect item or an order with missing parts, please contact us within 7 days of delivery for incorrect items or missing parts, and as soon as reasonably possible after you notice a fault.

Include your order number, a description of the issue, and clear photos or videos where reasonably available. We may suggest troubleshooting steps or request further reasonable information to assess the problem. We aim to reply within 3 business days.

After assessment, we will arrange an appropriate remedy in accordance with applicable law. This may include replacement parts, a replacement product, repair or a refund. Where we send parts or a replacement to resolve a confirmed issue for which we are responsible, these will be provided at no additional cost.

We will normally assess the information remotely first, and a return may not be necessary in every case. If the cause or extent of the problem remains unclear, or a physical inspection is reasonably necessary, we may ask for the item to be returned to Hong Kong. Where we are responsible for the issue, we will arrange or cover the return shipping.

This section does not cover normal wear, damage from misuse or accidents, or items altered after delivery.

Damage during shipping

If your order arrives damaged, please contact us within 7 days of delivery with your order number and photos of:

  • The damaged product;
  • The outer shipping carton and shipping label; and
  • The inner packaging and protective materials.

Please retain the goods and packaging while the case is being assessed, as the carrier may require an inspection. You do not need to contact the carrier yourself.

We will review the evidence, coordinate with the carrier where appropriate, and reply within 5 business days with the findings and proposed resolution, such as a replacement or a refund. A carrier investigation or compensation claim will not delay your remedy.

Returning an item to Hong Kong

To start a request, log in to your account and open the order, or email support@eamus.design with your order number.

Please contact us before sending an item so we can provide the designated Hong Kong return address, packing instructions and shipping arrangements. Do not use the original dispatch address unless we instruct you to do so. Our return instructions do not replace or restrict any statutory right to cancel or return goods.

Pack the item securely and retain proof of posting. Where you arrange the return shipment, we recommend using a tracked service.

For connected products, please remove the item from any linked account and reset it according to its instructions where possible. If a fault prevents this, let us know before returning it. Do not ship a swollen, leaking or otherwise damaged battery without contacting us for safe handling instructions.

Refunds

We will notify you of the assessment outcome and explain any refund amount or lawful deduction.

Where a refund is due, we will issue it without undue delay and within any applicable legal deadline. Our normal processing target is within seven business days after confirming the refund, or after receiving the returned goods where we are legally entitled to wait for them. Where the law requires a refund based on earlier notice or proof of return shipment, that requirement takes priority. Inspection will not extend a statutory deadline.

Refunds will normally be made to the original payment method in the original transaction currency, unless another method is agreed with you and permitted by law. Your bank or payment provider may require additional time to post the refund, usually 5 to 10 business days.

Any refund of original delivery charges or taxes collected by us will be determined by the reason for the refund and applicable law. Import duties, taxes or handling fees paid directly to customs authorities, carriers or other third parties may require a separate refund application to that party.

Exchanges and non-returnable items

We do not offer direct exchanges for change of mind. Please contact us before returning an item to ask about the options available for your order.

Where permitted by applicable law, the following cannot be returned for change of mind:

  • Personalised or made-to-order items;
  • Items sealed for hygiene reasons once the seal is broken;
  • Gift cards; and
  • Items marked as final sale on the product page.

These exclusions do not affect our responsibility for faulty, incorrect, incomplete or damaged items.

Your statutory rights

Nothing in this policy excludes or limits mandatory consumer rights, including applicable cancellation rights, legal guarantees, or remedies for faulty, damaged, incorrect, misdescribed or undelivered goods.

Any applicable mandatory consumer protection rule takes priority over a conflicting provision of this policy.

Contact

For return requests, product issues or refund enquiries, please email support@eamus.design. Please include your order number so we can identify your purchase.