Refund policy

Refund and Return Policy

We want you to be completely satisfied with your purchase. This policy explains your rights and our obligations when purchasing from us, especially for customers within the European Union.

This Refund and Return Policy applies to all purchases made through our official website.
Please note that custom-made or personalized dolls are excluded from the 14-day withdrawal right unless they arrive defective or damaged.

Our contact email for all return and refund questions is: official@embearce.com

1. European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your purchase within 14 days of receiving the goods, for any reason and without justification.

Deadline:
This 14-day period begins the day after you (or someone you designated) receive your item.
You must inform us of your decision to withdraw within this period.

Item Condition:
To qualify for a return, the item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging.

Return Shipment:
After notifying us, you must send the item back within 14 days.

Return Shipping Costs:
The customer is responsible for the direct shipping costs of returning the item under the 14-day cooling-off right.
We do not provide prepaid return labels for voluntary (no-reason) returns.

Refund Amount:
Once the returned item is received and inspected, we will issue a full refund including the product price and the original standard shipping fee (if applicable).
If you selected an expedited delivery service, only the cost of standard shipping will be refunded.

2. Damages, Defects, or Wrong Items

This section is separate from the 14-day cooling-off period.

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item.

In the European Union, all products are covered by a minimum 2-year legal guarantee of conformity.
If your item develops a fault within this period that is not caused by misuse, you are entitled to a repair, replacement, or refund, depending on the situation.

Return Costs for Defective Items:
If a return is approved due to a defect, damage, or our mistake, we (the seller) will pay for all return shipping costs.

3. How to Start a Return

To start a return, please contact us at official@embearce.com.
If your return is accepted, we will send you detailed instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Perishable goods (food, flowers, or plants)

  • Personal care items (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Custom-made or personalized dolls, unless defective or damaged

Please contact us if you have any questions about the eligibility of your item.

5. Exchanges

The fastest way to receive a replacement is to return the unwanted item first.
Once the return is accepted and processed, you can place a new order for the replacement product.

6. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time to process the transaction.

If more than 15 business days have passed since we approved your refund, please contact us at official@embearce.com.