Refund policy

Return & Refund Policy

At PourOver EMB, every order is crafted with care, and most of our pieces are personalized just for you. We want you to love your purchase, so please review our Return & Refund Policy below.

Returns

We accept returns on non-personalized items within 15 days of the delivery date.

To be eligible for a return, your item must be:

  • Unused and unworn
  • In its original condition
  • Returned with the original packaging
  • Accompanied by proof of purchase

Customers are responsible for return shipping costs unless the return is due to our mistake.

Personalized & Custom Orders

Since personalized products are made specifically for you, all custom and personalized pieces are final sale.

This includes any product with:

  • Custom names
  • Custom text
  • Personalized embroidery
  • Special color requests
  • Any custom design requested by the customer

Unfortunately, we cannot accept returns or exchanges for personalized items due to:

  • Change of mind
  • Incorrect size selected by the customer
  • Incorrect personalization information provided during checkout
  • Personal preference regarding colors, fonts, or placement after production

Please carefully review all personalization details before placing your order.

Damaged, Defective, or Incorrect Items

If your order arrives:

  • Damaged during shipping
  • Defective
  • Incorrect (wrong design, personalization, or product)

Please contact us within 7 days of delivery.

Email: admin@pouroveremb.com

Please include:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging (if applicable)

After reviewing your claim, we'll gladly offer one of the following:

  • A free replacement
  • A full refund
  • Store credit (where applicable)

Order Changes & Cancellations

Because personalized orders move into production quickly, order changes or cancellations are only possible within 12 hours of placing your order.

Once production has begun, we cannot guarantee any changes or cancellations.

Shipping Delays

While we work hard to deliver every order on time, we are not responsible for shipping delays caused by:

  • USPS or other shipping carriers
  • Severe weather
  • Customs inspections
  • Peak holiday shipping periods
  • Events beyond our control

These delays do not qualify for refunds or cancellations once an order has been shipped.

Incorrect Shipping Address

Customers are responsible for providing an accurate shipping address at checkout.

If an incorrect address is provided:

  • We may not be able to change it once the order has shipped.
  • If the package is returned to us, we'll gladly reship it after the customer pays the new shipping cost.

Lost Packages

If a package is confirmed lost by the shipping carrier, we'll work with you to resolve the issue as quickly as possible.

Depending on the carrier's investigation, we'll offer either:

  • A replacement order
  • A full refund

Refund Processing

Approved refunds will be issued to your original payment method.

Please allow 5–10 business days for your bank or payment provider to process the refund.

Contact Us

If you have any questions regarding your order, we're always happy to help.

PourOver EMB

📧 Email: admin@pouroveremb.com

We typically respond within 24 business hours.

Please Note

By placing an order with PourOver EMB, you acknowledge that you have read and agreed to this Return & Refund Policy, especially regarding personalized products, which are made specifically for you and are therefore non-returnable unless they arrive damaged, defective, or incorrect.