EMU Australia Returns/Exchange Policy - Canada

We know it can be hard to get it right when you're shopping online.

So we offer an easy returns/exchange process.

We're happy to exchange or refund within 30 days of purchase for any EMU Australia goods, based on some assumptions we've listed below.

What is the returns process?

Please email onlinesupport_usa@emuaustralia.com with the following details:

• - Your name
• - Customer P.O. number
• - Order number
• - The country you're in
• - Items you would like to return
• - Let us know if you'd like to exchange or refund

Once our customer service team receives your email they'll respond with the relevant information on where to send your boots and the paperwork required.

Please note, do not return the boots without the paperwork or this will cause significant delays.

Where do I return my EMU goods?

All Canadian returns go to our Canadian warehouse in Vancouver. Once you've emailed our customer service team with the details listed above, they'll confirm the return address details.

Important things to note

It's worth having a look at these notes, before returning an item.

Returns are only valid from EMU's official website - Any returns, exchanges or refunds will be processed by EMU Australia only if the customer has purchased the product/s through our official EMU Australia website www.emuaustralia.com/ca

Defective Claims - Warranty claims are to be made within 1 year of the order date. Customers who have purchased from our direct channels may place their request with us. Third party customers will have to be referred to their third party retailer to process their warranty claim. This applies to refunds and exchanges as well.

Refunds and Exchanges - Are to be made within 30 days from the order date. Exceptions may apply upon further review, at our discretion, of a reasonable claim. Only one exchange per transaction is permitted.

We don't accept returns from other retail stores - Items purchased through retail stores must be returned to the place of purchase for exchange/refund.

We don't accept returns from third party websites - Items purchased through third party websites must be returned to the place of purchase for exchange/refund.

The costs of returns is your responsibility - You will need to cover the cost of your return.

We don't refund the cost of the original shipping - The original shipping costs are not refundable.

Make sure the returns are in the same condition in which they were purchased - Any customer wishing for a direct exchange or refund must send back the purchased EMU Australia goods in their original and unworn condition in the original packaging with all tags still attached.

Any products that are returned that do not comply with original condition standards will be sent back to you at your expense.

How long will it take to process my refund?

If you meet the above criteria allow 7 business days from when we receive the returned goods for an exchange or refund to be processed, subject to your bank policy. We don't offer credits.

The refund will appear in the bank account/credit card you used to purchase.

What if the product is faulty?

Warranty claims are to be made within 1 year of the order date. Customers who have purchased from our direct channels may place their request with us.

Third party customers will have to be referred to their third party retailer to process their warranty claim—this applies to refunds and exchanges as well.

Here are the details of warranty coverage:

What’s covered by the warranty?

· Straps breaking where soles are not excessively worn

· Delaminating of sole layers

· Frayed or loose stitching on uppers

What’s not covered by the warranty?

· Wear and tear

· Outsoles wearing out

· Deterioration from water abuse

· Stitching or hardware failure due to being caught, hooked or other abnormal wearing incidents

· Cuts, scratches, stains, burns etc

· Shrinkage from over exposure to extreme heat

· Animals chewing or abusing the product

· Excessive stretching

· Fit

 

EMU Australia does not offer a repair service on any products

If you believe the EMU product you received are defective, please contact EMU customer service immediately via email (onlinesupport_aus@emuaustralia.com) with the following important information:

1. Photo of the entire product

2. Photo of the defective area of the boot

3. Your order number

4. A brief summary of the defect

If the product is defective or faulty, please contact customer service on +1 844 249 9076 or onlinesupport_usa@emuaustralia.com

What if the product is not faulty?

We do except returns if the item is not faulty. Simply follow the returns process above and ensure the EMU Australia goods are returned in original condition. The customer will cover the cost of returning non-faulty products. Customers can return goods for an exchange or refund. We don't offer credits.

Need further help?

Our customer service team are happy to help. You can email them at onlinesupport_usa@emuaustralia.com or find them here.