Return and Refund Policy

Effective date: September 11, 2026

We want you to be pleased with your EMESA ART purchase. This policy explains when a return, replacement, or refund may be requested. It does not limit any mandatory rights available to you under applicable consumer protection law.

1. Standard catalogue products

You may request a return of a non-personalized catalogue product within 14 calendar days after delivery. To qualify, the product must be unused, uninstalled, undamaged, and returned with its original protective packaging and proof of purchase.

Contact us before sending anything back. Products returned without prior authorization might not be accepted.

2. Custom and personalized products

Products created to your specifications, including custom artwork, uploaded-photo products, personalized designs, and products bearing a personal message, are not eligible for change-of-mind returns once production has started. This restriction does not apply when the product is defective, damaged on arrival, materially different from what was ordered, or otherwise covered by mandatory law.

If you need to cancel a custom order, contact us immediately. We will confirm whether production has started and whether cancellation is still possible.

3. Damaged, defective, or incorrect orders

Please inspect your order promptly after delivery. If an item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery and provide:

• Your order number;
• Clear photographs of the product, outer packaging, inner packaging, and shipping label; and
• A brief description of the issue.

After reviewing the claim, we may offer a replacement, repair, or refund as appropriate. When the issue is confirmed as our error or a covered defect, EMESA ART will bear the reasonable return or replacement shipping cost.

4. How to request a return

Email info@emesaart.com with the subject line “Return Request - Order [your order number]”. Include the reason for the request and any relevant photographs. We will reply with the return authorization and instructions, including the correct return destination.

Do not send returns to the business address without receiving return instructions from us first.

5. Return shipping

For an eligible change-of-mind return, the customer is responsible for the return shipping cost and for ensuring that the product reaches us safely. We recommend using a tracked and appropriately insured service. Original delivery charges are not refundable unless the return results from our error, a defect, or a requirement of applicable law.

6. Refunds

We will inspect the returned product and notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 10 business days after approval. Your bank or payment provider may require additional time to post the refund.

If more than 15 business days have passed since we approved your refund, please contact us.

7. Exchanges

For the fastest service, contact us so we can confirm whether an exchange is available. Depending on the circumstances, we may ask you to return the eligible item and place a new order.

8. Items not eligible for change-of-mind return

• Custom or personalized products after production has started;
• Products that have been installed, used, altered, or damaged after delivery;
• Gift cards; and
• Items clearly marked as final sale before purchase.

9. Contact details

Emesa Art FZE LLC
CWS-1V-226660, 26th Floor, Amber Gem Tower
Ajman, United Arab Emirates
Email: info@emesaart.com
WhatsApp: +971 55 681 1624