This policy applies to all purchases made on emoshops.com, operated by RETAINLY PRIVATE LIMITED (CIN U62099BR2026PTC081765).
In short: approved refunds are processed within 5–7 business days to your original payment method. Because our items are digital and delivered instantly, refunds are limited to the specific situations listed below.
1. Nature of our products
Emoshops sells digital collectible items that are delivered to your account immediately upon successful payment. As the product is delivered instantly and in full, purchases are generally final and non-refundable once delivered.
2. When you are eligible for a refund
We will issue a full refund in the following cases:
- Payment taken but item not delivered — your payment succeeded but the item did not appear in your account;
- Duplicate payment — you were charged more than once for the same order;
- Technical failure on our side — the gift link or reveal experience is permanently unavailable due to a fault we cannot fix;
- Unauthorised transaction — a payment was made from your account without your authorisation, subject to verification.
3. When refunds are not available
- The item has been delivered and the gift has already been opened;
- You changed your mind after purchase;
- The recipient did not respond, or you sent the gift to the wrong person or address;
- You are dissatisfied with the artistic content of a scene;
- Promotional credit was used — see section 6.
4. Cancellations
Orders are fulfilled instantly and cannot be cancelled after payment is completed.
A gift that has been created but not yet opened by the recipient may be cancelled from your account. The item returns to your inventory with its original serial number intact. Cancelling a gift does not create a refund of money.
Scheduled gifts may be cancelled at any point before their scheduled opening time.
5. How to request a refund
Email info@emoshops.com within 7 days of the transaction, including:
- The email address on your account;
- The date and amount of the transaction;
- The payment reference or order ID;
- A brief description of the issue.
6. Promotional credit
Promotional credit issued by us has no cash value. It cannot be withdrawn, transferred, or refunded to a bank account under any circumstances. Where an order paid partly or wholly with credit is refunded, the credit portion is returned to your account as credit, not as money.
7. Refund timelines
| Stage | Timeline |
|---|---|
| We acknowledge your request | Within 2 business days |
| We review and decide | Within 3 business days of acknowledgement |
| Approved refund initiated | Within 5–7 business days of approval |
| Funds reflect in your account | 5–10 business days after initiation, depending on your bank or payment provider |
Refunds are always issued to the original payment method. We cannot refund to a different account, card, or UPI ID.
8. Failed payments
If money leaves your account but the payment fails, it is normally reversed automatically by your bank within 5–7 business days without any action from you. If it does not, contact us with the transaction reference and we will follow it up with our payment provider.
9. Contact
info@emoshops.com
RETAINLY PRIVATE LIMITED