Refund & Return Policy

Effective Date: May 29, 2026

Thank you for shopping at EMSnova. This Refund & Return Policy outlines the terms under which you may return products purchased from https://emsnova.shop.

By placing an order, you agree to the terms below.

1. Non-Returnable Items

The following items are final sale and non-returnable:

• Custom or personalized orders (including custom logo, packaging, or color)
• Wholesale and bulk orders
• Used or opened devices (for hygiene and safety reasons)
• Electrode pads, gels, and other consumables
• Items damaged due to misuse, mishandling, or improper storage
• Items returned without original packaging or missing parts
• Return requests submitted more than 30 days after delivery (No returns accepted after 30 days from delivery date)

2. Return Window & Eligibility

For non-custom, non-wholesale, unused items:

Return requests must be submitted within 14 days of delivery. After approval, the item must be shipped back within 7 days. All return procedures must be fully completed within 30 days after delivery. Any request beyond the time limit will be rejected.

Unreasonable returns or groundless return requests will be denied directly.

We reserve the right to refuse any return request if we suspect the item has been used, tampered with, or returned without all original components.

To be eligible for a return, the item must be:

• Unused, unopened, and in original condition
• In original packaging with all accessories and manuals
• Accompanied by proof of purchase (order number)

3. Restocking Fee

A 25% restocking fee applies to all approved returns. The restocking fee will be deducted from your refund amount.

Example: If you paid $1,000, the refund will be $750.

4. Shipping Costs for Returns

Free shipping is offered for most orders, except for special circumstances. The buyer is responsible for all return shipping costs in any case.

We recommend using a trackable shipping method. We are not responsible for lost or damaged return packages.

5. Refund Process

Once we receive and inspect your return, we will notify you of approval or rejection within 10 business days.

If approved:

• Refund will be issued to your original payment method
• Refund amount = product purchase price – 25% restocking fee. Original shipping fees are non-refundable.
• Processing time depends on your payment provider (typically 5-10 business days)

6. Damaged or Defective Items

If your item arrives damaged or defective, you must contact us within 7 days of delivery with:

• Order number
• Photos or video clearly showing the damage or defect
• Description of the issue

We will evaluate on a case-by-case basis. Remedies may include replacement parts, replacement device, or partial refund at our discretion. Full refunds for defective items are not guaranteed.

7. Warranty Claims

Our devices come with a limited warranty. Warranty terms are specified on the product page. Warranty covers manufacturing defects only. It does not cover:

• Normal wear and tear
• Damage from misuse, accidents, or unauthorized modifications
• Issues arising from improper electrical supply or storage conditions
• Consequential or incidental damages

For warranty claims, buyers may be responsible for shipping costs to our service center.

8. Order Cancellations

Order cancellation requests must be submitted within 24 hours of order placement. After 24 hours, orders may have already been processed or shipped and cannot be canceled.

Cancellation fees may apply.

9. No Chargebacks

You agree not to initiate a chargeback or payment dispute without first contacting us to resolve the issue. If a chargeback is filed, you agree to waive your right to dispute and reimburse us for all fees incurred.

10. Limitation of Refund Liability

Under no circumstances shall our refund obligation exceed the amount you paid for the specific product giving rise to the claim. We are not liable for any consequential, incidental, or special damages related to your purchase or return.

11. International Returns

For returns from outside the United States:

• Buyer is responsible for all return shipping costs and customs fees
• We are not responsible for packages held or lost by customs
• Refunds will be processed only after we receive and inspect the item

12. How to Request a Return

To request a return, contact us with your order number and reason for return:

• Email: 13822727926@163.com
• WhatsApp: +86 13822727926
• Contact Page: https://emsnova.shop/contact/

Do not send items back without prior approval. Unauthorized returns will be rejected.

13. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date.