CUSTOMER POLICY

Lifetime Returns &
Product Quality Policy

Customer-Friendly | Fair | Straightforward

Effective and last updated: September 1, 2026

Our Promise

Emily Moore Designs stands behind the quality of our products and wants you to feel confident ordering from us.

Eligible unused physical products purchased directly from Emily Moore Designs may be returned for as long as the original purchaser owns them, subject to the terms below. Refunds to the original payment method are available during the first 30 days after delivery; approved returns made after 30 days receive store credit.

We also provide a limited lifetime product-quality guarantee for covered manufacturing defects. If a product arrives damaged, contains a manufacturing defect, or we make an error with your order, contact us so we can review the issue and provide an appropriate resolution.

For this policy, "lifetime" means the lifetime of the original purchaser and is not transferable, except that an eligible gift recipient with a gift receipt or other acceptable proof of purchase may request store credit. Lifetime coverage does not mean that every product may be returned in every condition or for every reason.

Return Options at a Glance

Situation	Available resolution	Who pays return shipping?
Unused physical product returned within 30 days of delivery	Refund to the original payment method or store credit	Customer
Unused physical product returned after 30 days	Store credit	Customer
Confirmed manufacturing defect or Emily Moore Designs error	Replacement, repair when appropriate, store credit, refund, or another reasonable resolution selected after review	Emily Moore Designs, if a return is required
Preference change, duplicate purchase, or product no longer wanted	Resolution under the unused-product return terms above	Customer
Damage caused by use, storage, accident, alteration, or incompatible equipment	Not covered; any discretionary return costs are the customer's responsibility	Customer
Incorrect address entered or confirmed by the customer	Reshipment after payment of the new shipping charge	Customer
Address or fulfillment error by Emily Moore Designs	Correction at no additional cost	Emily Moore Designs

Lifetime Returns for Unused Physical Products

An eligible physical product purchased directly from Emily Moore Designs may be returned for as long as the original purchaser owns it when all of the following are true:

1. The product is unused, undamaged, unaltered, and complete.
2. The product is in its original, reasonably resalable packaging with all included pieces.
3. The purchase can be verified through an order number, receipt, gift receipt, or other proof acceptable to Emily Moore Designs.
4. The product is not listed as non-returnable under this policy.
5. The return is requested and approved before the product is mailed.

Returns Requested Within 30 Days of Delivery

Eligible returns requested within 30 days of delivery may receive either:

1. A refund to the original payment method; or
2. Store credit.

The customer is responsible for return shipping. Original shipping charges are not refundable unless Emily Moore Designs made an error or applicable law requires otherwise.

Returns Requested After 30 Days

Eligible returns requested more than 30 days after delivery receive store credit only. Refunds to the original payment method are not available after 30 days unless Emily Moore Designs approves an exception or applicable law requires otherwise.

The customer is responsible for return shipping. Original shipping charges are not refundable.

Return Value

Refunds and store credits are based on the eligible product price actually paid after discounts, promotions, and allocated bundle savings. Shipping charges, expedited-shipping charges, duties, and other non-product charges are not included unless Emily Moore Designs made the error or applicable law requires otherwise.

If a partial return changes eligibility for a bundle discount, order-level promotion, free gift, or similar offer, the return value may be adjusted to reflect the terms of that promotion. We may require a promotional item or free gift to be returned if the remaining order would not have qualified for it.

Reward points earned from returned products may be reversed. If points earned from the purchase have already been redeemed, the corresponding value may be deducted from the refund or store credit where permitted.

Limited Lifetime Product-Quality Guarantee

Our limited lifetime product-quality guarantee covers defects in materials or workmanship that prevent a physical Emily Moore Designs product from performing its intended function under normal, appropriate personal use.

This guarantee lasts for the lifetime of the original purchaser, is not transferable, and requires proof of purchase from Emily Moore Designs or an authorized retailer. Gift recipients may submit a claim with a gift receipt or other acceptable proof of purchase.

This guarantee does not cover:

1. Ordinary wear and tear or cosmetic changes that do not affect function
2. Improper use, handling, cleaning, maintenance, or storage
3. Accidental damage or loss after delivery
4. Damage caused by an incompatible machine, incorrect die-cutting sandwich, excessive pressure, worn plates, or an incorrect equipment setup
5. Damage caused by modification, alteration, attempted repair, or use outside the product's intended purpose
6. Normal variation in handmade samples, printed colors, or materials that does not constitute a functional defect
7. Products purchased from an unauthorized seller or products that cannot be authenticated
8. Repeated, unsupported, fraudulent, or abusive claims

Depending on the circumstances, we may request:

1. The order number, receipt, or other proof of purchase
2. Photos or video of the product, packaging, and issue
3. Information about how the product was used and stored
4. The make and model of the die-cutting machine and the cutting sandwich used
5. Return of the product for inspection

After review, Emily Moore Designs will determine whether the issue is covered and select an appropriate resolution. Depending on the circumstances and product availability, the resolution may be repair when practical, replacement with the same or a reasonably comparable item, store credit, refund of the eligible product purchase price, or another reasonable solution.

If a covered defect is confirmed and we require the product to be returned, Emily Moore Designs will provide a prepaid return label or reimburse reasonable, approved return-shipping costs. Do not mail a product before receiving instructions. Unauthorized or unapproved shipping expenses may not be reimbursed.

If inspection shows that the issue is not covered, no remedy is required under this guarantee. If the customer wants the inspected product returned, the customer may be responsible for the return shipping charge.

Replacement products do not restart or extend the lifetime coverage period. Coverage remains tied to the original purchaser.

How to Request a Return or Report a Problem

Email support@emilymooredesigns.com and include:

1. Your order number or other proof of purchase
2. The name of the affected product
3. Whether the product is unused or has been used
4. A brief explanation of the return reason or product concern
5. Clear photos when the item is damaged, defective, incorrect, incomplete, or has packaging damage
6. Your preferred resolution, if applicable

We typically respond within 1-2 business days.

Please wait for written approval and return instructions before mailing anything. Unauthorized returns may be declined, returned to the sender, or delayed. Approval to send an item does not guarantee a refund, credit, replacement, or finding of defect before the item is received and reviewed.

Mailing an Approved Return

Unless we provide different instructions, mail approved returns to:

Emily Moore Designs
1821 Austin St.
STE N
Midland, MI 48642

Use a sturdy package and a trackable shipping method. The sender is responsible for an item that is lost or damaged before it reaches us unless Emily Moore Designs supplied the return label.

After the return is received and inspected, we will process the approved refund or store credit. Please allow 5-10 business days after a refund is processed for your bank or payment provider to post it.

Store credit is issued electronically, has no cash value, and is not redeemable for cash except where required by law.

Damaged Products

If a product arrives damaged, contact us as soon as reasonably possible and include clear photos of:

1. The affected product
2. The product packaging
3. The shipping package and label
4. Any visible shipping damage

Prompt notice helps us document the issue with the carrier, but we will review each claim based on the circumstances.

After review, we may approve a replacement, store credit, refund, carrier inquiry, or another appropriate resolution. For higher-value items, repeated claims, incomplete documentation, or quality-control concerns, we may require the item to be returned for inspection.

When confirmed carrier damage or a covered defect requires a return, Emily Moore Designs will provide or reimburse reasonable, approved return shipping.

Incorrect or Missing Items

If Emily Moore Designs shipped the wrong item or an item is missing, contact us with your order number and a photo of the products and packaging received.

After verification, we will correct the order at no additional cost to you. If we require an incorrect item to be returned, we will provide a prepaid return label or reimburse reasonable, approved return shipping.

Lost Packages and Delivery Issues

If tracking shows that your order was delivered but you cannot locate it, please first:

1. Check with household members
2. Check around the delivery location
3. Ask nearby neighbors
4. Contact your local post office or carrier
5. Allow up to 48 hours after the delivery scan, because carriers occasionally scan packages before final delivery

If the package is still missing after 48 hours, contact us. We will review the shipping address, tracking and carrier information, order value, delivery circumstances, and previous shipment claims.

Depending on the findings, the resolution may include a carrier inquiry, replacement, store credit, refund, or another appropriate action. A replacement or refund is not automatic before the shipment review is completed.

If tracking stops moving before delivery, please allow 2-3 business days for carrier updates before contacting us unless the package is already substantially delayed.

Orders Returned Due to an Incorrect Address

Customers are responsible for entering and confirming a complete and accurate shipping address.

If Emily Moore Designs used an address different from the address provided or confirmed by the customer, we will correct the error at our expense.

If an order is returned because the customer entered or confirmed an incorrect or incomplete address, the customer will be responsible for the new shipping charge before the order is resent. If the customer requests a return instead of reshipment, any approved refund or store credit will exclude original shipping and carrier return-to-sender charges where permitted.

Order Cancellations

We will try to accommodate cancellation requests before fulfillment begins.

Once an order has entered fulfillment or shipped, it may no longer be cancelled. After delivery, eligible products may be returned under the terms above.

Exchanges

We do not guarantee direct product-for-product exchanges.

When an exchange is appropriate, we may process the original item as a return and arrange a replacement or new order. Any price difference and applicable shipping charges will be communicated before the exchange is completed.

For preference-based exchanges, the customer is responsible for shipping costs. If the exchange is required because of a confirmed defect or Emily Moore Designs error, we will cover reasonable shipping costs.

Non-Returnable Items

The following are not eligible for voluntary return or exchange:

1. Gift cards
2. Digital downloads or other digital products once delivered or accessed
3. Items marked final sale
4. Clearance items identified as non-returnable
5. Used, altered, incomplete, or customer-damaged products unless there is a verified covered defect
6. Custom or personalized products unless defective or incorrect
7. Products purchased from an unauthorized seller
8. Items purchased from another retailer, except for separately reviewed product-quality claims supported by proof of purchase

Products purchased from an authorized retailer should generally be returned to that retailer under its return policy. We may separately review a covered product-quality concern with proof of purchase, but the lifetime voluntary-return program applies only to eligible physical products purchased directly from Emily Moore Designs.

Wholesale and Bulk Orders

The lifetime voluntary-return program does not apply to wholesale, resale, or bulk orders. Those orders are subject to separate written terms and are reviewed case by case.

Wholesale customers must obtain authorization before returning merchandise. Approved returns may be subject to a restocking fee of up to 15%, depending on the reason for the return, order size, product and packaging condition, and whether Emily Moore Designs made an error.

Shipping shortages, damage, pricing adjustments, freight credits, and material wholesale-order changes require review and approval. Emily Moore Designs will cover reasonable return shipping when a confirmed company error or covered defect requires a return; otherwise, the wholesale or bulk customer is responsible for shipping and related costs.

Policy Abuse

This policy is offered in good faith. Emily Moore Designs may limit or refuse a voluntary return, refund, credit, replacement, or other concession when there is reasonable evidence of:

1. Excessive or repeated returns or claims
2. Multiple concessions within a short period
3. Returning used, altered, incomplete, substituted, or counterfeit products
4. Conflicting, incomplete, or unverifiable evidence
5. Multiple accounts or identities used to avoid policy restrictions
6. Repeated lost-package or non-delivery claims
7. Resale, commercial use, or purchases made primarily for return
8. Fraudulent, deceptive, or abusive activity

This provision does not eliminate remedies required by applicable law or valid resolutions for verified Emily Moore Designs errors and covered product defects.

Important Legal Terms

This policy applies only to purchases and claims within the United States unless Emily Moore Designs agrees otherwise in writing. Rights and remedies may vary by state.

To the fullest extent permitted by law, Emily Moore Designs' responsibility under this policy is limited to the eligible product purchase price or the repair, replacement, store credit, refund, or other remedy described above. Emily Moore Designs is not responsible under this policy for indirect, incidental, or consequential losses. Some states do not allow certain limitations or exclusions, so these limitations may not apply to you.

This policy gives you specific rights, and you may have additional rights under applicable law. Nothing in this policy limits rights that cannot legally be waived.

Contact

For a return request or order problem, email:

support@emilymooredesigns.com

Please include your order number and all relevant details so we can review the request efficiently. We typically respond within 1-2 business days.