Your satisfaction with our product is important to us, and we understand that Embr Wave is a unique type of device that may not work for everyone! If you want to return Embr Wave and are within our 30-day return window, our friendly customer care team is ready to help.
Before we walk you through the returns process, we'd like to check on a few things—they might seem a little silly to you, but since Embr Wave is the first device of its kind, there's been some confusion about how to use it! Please check out our tips here to make sure you've been using Embr Wave correctly.
If you still feel like Embr Wave just isn't for you, the return process is as follows:
- Obtain an RMA number from the Embr Wave Returns Portal: https://embrlabs.typeform.com/to/m41ngE (Note: We've recently been experiencing a bug in our return portal that takes some people to a "Please Contact Us" page—please take a screenshot and let us know if this happens to you! We've also had some customers report issues when using Internet Explorer. For best results, we recommend using Chrome, Firefox, or Safari. If you are using a privacy browser extension, you'll need to turn it off to use the returns portal.)
- Use the prepaid USPS label to send us your Embr Wave with its original packaging, manuals, and accessories within the next 30 days.
- Once we receive this shipment from you, we'll inspect it to make sure the product is in good condition and that all accessories are included; and then we'll issue you a full refund. This process typically takes between 10-14 business days. If the return is damaged or missing any manuals and accessories, we reserve the right to take a 15 percent restocking fee.
To protect all of our customers and ensure we handle every return or exchange with fairness, we cannot accept a return or exchange in the following situations:
Products damaged by misuse, improper care, negligence, or accidents.
Products showing excessive wear and tear.
Purchases made from November 11-December 31 may be returned through January 31 of the following year.
For more information on our full return policy, visit https://embrlabs.com/return-policy