General Return Eligibility and Stringent Conditions

Emoro operates under an uncompromising commitment to pet health, maintaining veterinary-grade standards across our entire supply chain. Because our formulations—including the Emoro Hydrate electrolyte powders, Emoro Ogbones, and the 12-in-1 Multivitamin Matrix—are consumable health products, we enforce a firm, legally binding return policy to maintain strict quality control, ensure product efficacy, and keep pricing fair for our devoted community of pet parents.

Consumers are granted a strictly non-extendable temporal window of fourteen (14) days, commencing from the verifiable date of physical delivery, to formally initiate a return request through designated corporate channels. Returns are exclusively accepted for items that remain entirely unopened, unused, and possess completely intact original factory seals. Any product, bag, or container exhibiting the slightest indications of tampering, opening, or environmental exposure shall be unequivocally rejected by the Emoro quality assurance team and disposed of without refund.

For reasons pertaining to biological safety, hygiene, and perishability, specific categories are designated as strict Final Sale. These non-returnable items encompass all opened pet treats, opened multivitamin matrices, customized formulation blends, and all clearance merchandise.

The Mandatory Unboxing Video Protocol for Damage and Shortage Claims

To protect the integrity of the Emoro supply chain and to expedite the resolution of genuine consumer grievances, objective visual evidence is a mandatory requirement for all claims pertaining to damaged goods, incorrect deliveries, or missing items. Emoro utilizes third-party logistics carriers, and documenting the receipt of goods is essential for insurance and liability purposes.

The consumer must record a continuous, unedited, and uninterrupted unboxing video of the delivery. The recording must commence prior to the opening of the outer shipping package, clearly displaying the sealed courier box from all angles to prove it has not been previously tampered with. The video must clearly capture the shipping label, including the tracking number, delivery address, and recipient details. The footage must then capture the complete extraction of the products from the packaging and clearly display the alleged damage, defect, or inventory discrepancy without the items ever leaving the camera frame.

The submission of a fully compliant unboxing video is a strict, non-negotiable prerequisite for the approval of any replacement or refund claim. Damage or missing item claims submitted without this corroborating video evidence shall be summarily dismissed, as without it, objective verification of the product's condition upon delivery is impossible.

The Return Authorization and Logistics Process

Consumers desiring to initiate a return must formally contact the Emoro customer support team via email to obtain a unique Return Merchandise Authorization (RMA) number. Packages dispatched to the Emoro fulfillment center without a valid, clearly marked RMA number shall not be processed, inspected, or refunded, and will be returned to the sender at the sender's expense.

The consumer assumes full operational and financial responsibility for all return shipping costs. Emoro strongly advises the utilization of a trackable shipping service equipped with delivery insurance, as Emoro assumes absolute zero financial or operational liability for return packages that are lost, stolen, or damaged while in transit back to our fulfillment center.

The transfer of risk back to Emoro only occurs upon the verifiable, physical receipt and subsequent scanning of the returned merchandise at our designated warehouse facility.

Financial Processing: Restocking Fees and Store Credit Optimization

Emoro offers flexible resolution pathways designed to optimize consumer satisfaction while protecting the operational margins required to produce premium pet nutrition. Upon the successful receipt and rigorous quality inspection of authorized returns, Emoro shall process the appropriate resolution within seven (7) to ten (10) business days.

For consumers requesting a standard refund, a mandatory ten percent (10%) restocking fee shall be deducted from the total refund amount to offset the substantial administrative costs associated with reverse logistics, warehouse processing, inventory management, and sanitization protocols. The remaining balance shall be credited back to the original method of payment utilized during the transaction.