Return & Refund Policy

Last updated: 10 September 2026

1. 30-day return window

If you change your mind, you may return a product that is unopened, unused and in its original packaging within 30 days of delivery for a refund of the purchase price. This voluntary return window applies to all customers and is in addition to the statutory rights described in section 4. Products that have been opened, used, altered or damaged after delivery are not eligible under this voluntary policy.

2. How to return - register first

Step 1 - register the return. E-mail support@emsensestore.com with your order number, the product(s) you want to return and the reason, before sending anything back. For damaged or defective items, attach clear photos. Returns sent without registration cannot be matched to an order and cannot be refunded.

Step 2 - ship the item. We reply with return instructions and the return address for your region. Pack the product securely in its original packaging and send it with a tracked service; e-mail us the return tracking number.

Step 3 - inspection and refund. We inspect the return when it arrives and issue the refund as described in section 3.

Under the voluntary return window you pay the cost of return shipping, and the original shipping charge (if any) is not refunded.

3. Refunds

Refunds are issued to the original payment method within 14 days of receiving and inspecting the return. Depending on your bank or payment provider it can take a further 5-10 business days for the amount to appear on your statement. If you paid with Klarna, iDEAL, Apple Pay or Google Pay the refund is processed through that provider and appears according to its timelines. We may reduce or decline a refund under the voluntary policy if the returned item is not in the condition required by section 1; in that case we will contact you before doing so.

4. Customers in the European Union, Norway and the United Kingdom - right of withdrawal

In addition to the voluntary window above, you have a statutory right to withdraw from your purchase within 14 days of the day you (or a person you nominate, other than the carrier) receive the products, without giving a reason.

To withdraw, send us an unambiguous statement (an e-mail to support@emsensestore.com is sufficient) before the 14 days expire; you may use the model form below but you do not have to. Send the products back no later than 14 days after telling us; you bear the direct cost of returning them. We refund all payments received from you, including the standard delivery charge, without undue delay and no later than 14 days from the day we are informed of your withdrawal, using the original payment method; we may withhold the refund until we have received the products back or you have shown that you have sent them. You are liable only for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Independently of the right of withdrawal, you benefit from the legal guarantee of conformity: if a product is defective or not as described, contact us with photos and your order number and we will repair, replace or refund it as the law provides.

Model withdrawal form (complete and return only if you wish to withdraw from the contract): To CloudRange Commerce LLC, 13145 NE 12th Ave, North Miami, FL 33161, USA, e-mail support@emsensestore.com: I hereby give notice that I withdraw from my contract of sale of the following goods: ____ ; ordered on ____ / received on ____ ; name of consumer ____ ; address of consumer ____ ; date ____ .

5. Damaged or defective products

If a product arrives damaged or stops working as described, e-mail support@emsensestore.com with your order number, a description and photos (or a short video). We will send a free replacement or refund the item; you will not have to pay return shipping for a defective product, and we will tell you whether the item needs to be sent back.

6. Exchanges

We do not offer direct exchanges. To swap a product, return it under section 2 and place a new order for the item you want.

7. Contact

CloudRange Commerce LLC
13145 NE 12th Ave, North Miami, FL 33161, USA
E-mail: support@emsensestore.com
Order tracking: Track my order · Shipping Policy · Terms of Sale