Return & Exchange Policy

Introduction

Most Emrix products are custom-engraved or personalized, so our return policy differs from standard retail. Please read it before placing your order. This policy should be read together with our Terms of Service.

Customized Products

Personalized and engraved items, such as name engravings and custom designs, cannot be returned or exchanged once production has started, because they are made specifically for you and cannot be resold. This does not apply if the item is damaged, defective, or does not match the design you confirmed (see below).

Damaged, Defective or Incorrect Items

If your product arrives damaged, defective, does not match what you ordered, or the engraving or printing differs from the design you confirmed with us:

• Report it within 48 hours of delivery
• Send clear photo or video proof on WhatsApp, including an unboxing video where possible
• We will offer a replacement or a refund, as we agree with you
• In these cases we cover the return and re-delivery cost

If the engraving matches the design you confirmed (including spelling and details you provided), it is not treated as a defect.

Standard (Non-Customized) Items

Standard items that are not engraved or personalized may be exchanged within 3 days of delivery, provided they are unused and in their original packaging. For exchanges that are not due to a fault on our side, the courier charges for sending the item back and for re-delivery are paid by the customer.

Corporate & Bulk Orders

Bulk and corporate gift orders are confirmed with the client before production begins. Once production starts, they cannot be returned. If anything does not match the confirmed order, please tell us immediately upon delivery.

Refunds

Since most orders are Cash on Delivery, approved refunds are sent by bank transfer or a mobile wallet such as JazzCash or Easypaisa, usually within 7 working days after we receive and check the returned item, or after we verify your photo or video proof where a return is not needed.

How to Request a Return or Exchange

Message us on WhatsApp with your order details and clear photos of the issue:

• WhatsApp: +92 325 4881329
• Instagram: @emrix.store