Your satisfaction with our product is important to us, and we understand that the Wave is a unique type of device that may not work for everyone! If you want to return your 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 the Wave is the first device of its kind, there's been some confusion about how to use it! It typically takes most customers about a week to get accustomed to using the Wave. Please check out our tips here to make sure you've been using your Wave correctly. (If you are initiating a return for a warranty replacement, DO NOT use this portal. Instead, please contact our support team to initiate the warranty process.)
If you still feel like the Wave just isn't for you, the return process is as follows:
- Start your return at returns.embrlabs.com within 30 days of your order's ship date.
- Click on the item you wish to return. Then use the prepaid USPS label to send us your Wave with its original packaging, manuals, and accessories. [Note: Shipping labels not used within 15 days will be voided by USPS, and your return authorization may be invalidated or subject to additional restocking fees of up to 50% as a result.]
- 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, less the cost of return shipping. This process typically takes about 2 weeks from the date your return is delivered. If the return is damaged or missing any manuals and accessories, we reserve the right to take a 15% 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