Legal

Returns & Exchanges

Last updated: 8 October 2026

Based in Houston, Texas, USA, EMNA HUSSEIN ships to customers across the United States and internationally. Each EMNA HUSSEIN piece is produced in limited quantities or made to order using digital manufacturing, 3D printing and hand-finishing techniques.

Because of the specialised and artisanal nature of our production, returns and exchanges are strictly limited. Please read this Policy carefully before placing an order.

For ordinary online purchases in the United States, we do not offer a general change-of-mind return or exchange right unless required by applicable law or expressly stated otherwise in this Policy.

1. Do You Accept Returns or Exchanges?

We do not voluntarily accept returns or exchanges simply because:

  • You changed your mind;
  • You no longer want the item;
  • You selected the wrong colour, material, size or variation;
  • The item does not match an outfit or personal preference;
  • You did not read the product description, dimensions, production time or care instructions;
  • You expected an industrially identical or machine-perfect finish;
  • You refused to pay applicable customs duties or import charges.

Returns or exchanges may only be considered where:

  • The item received is materially defective;
  • The item was significantly damaged during delivery;
  • The wrong product or variation was sent;
  • A mandatory cancellation, return or withdrawal right applies.

All requests are reviewed individually based on the order information, photographs, packaging, delivery records and the nature of the reported issue.

2. Customised and Personalised Products

Customised and personalised products are final sale.

They cannot be cancelled, returned, exchanged or refunded, except where the product is materially defective, was incorrectly produced by us, or mandatory law provides otherwise.

Personalisation includes, without limitation:

  • initials, names or monograms;
  • personalised inscriptions;
  • custom colours or pigments;
  • colours created or mixed specifically for the customer;
  • custom hand-painted finishes;
  • special colour placement or colour combinations;
  • custom sizing or made-to-measure products;
  • changes based on personal measurements;
  • adaptations to straps, handles, closures or hardware;
  • modifications to an existing design;
  • special materials selected at the customer’s request;
  • commissioned or bespoke products;
  • any other variation not offered as a standard selectable option on the product page.

Once a personalised specification has been confirmed, it cannot normally be changed.

Customers are responsible for checking all names, initials, measurements, colours and personalisation instructions before confirming the order.

3. Made-to-Order Products

A made-to-order product is manufactured only after an order has been confirmed.

The fact that an item is made to order does not reduce our responsibility for providing a product that corresponds materially to its description and confirmed specifications.

However, where a made-to-order product has been created according to the customer’s individual specifications or has been clearly personalised, it is non-returnable and non-exchangeable except in the event of a qualifying defect or other mandatory legal right.

For standard, non-personalised products, any mandatory cancellation, return or withdrawal right under applicable law that applies in the customer’s country will be respected.

Where a change-of-mind return is accepted or legally required:

  • The customer must notify us within the legally applicable period;
  • The customer is responsible for the return shipping cost unless applicable law provides otherwise;
  • The product must satisfy all return-condition requirements stated below;
  • Any refund will be processed according to applicable law and this Policy.

4. Order Cancellations

Production planning may begin shortly after an order is placed.

Cancellation requests must be sent immediately to: contact@emnahussein.com

Submitting a cancellation request does not guarantee that the order can be cancelled.

A customised or personalised order cannot normally be cancelled once:

  • The personalisation has been confirmed;
  • Materials have been allocated specifically to the order;
  • digital adaptation or custom modelling has begun;
  • printing, painting, finishing or assembly has started.

Any mandatory cancellation right provided by applicable law remains unaffected.

5. What Qualifies as a Defect?

A qualifying defect may include:

  • a major structural crack present upon delivery;
  • a broken functional component;
  • an unusable closure, handle or strap;
  • a missing essential component;
  • the wrong product, colour, size, material or confirmed variation being supplied;
  • a substantial production error that prevents normal intended use;
  • a significant difference from the confirmed personalised specification;
  • severe transit damage occurring before delivery.

A concern will not automatically qualify as a defect merely because the customer dislikes the appearance, texture, weight, shape or artisanal finish after receiving the item.

6. Natural Characteristics of 3D Printing and Hand-Finishing

Our products are not mass-produced industrial objects. They are digitally manufactured and individually finished by hand.

The following characteristics are normal and are not considered defects when they do not materially affect the structure, function or agreed appearance of the item:

  • visible 3D-printing layer lines;
  • minor seam or start-point marks;
  • small surface lines or textural variations;
  • subtle differences in thickness or dimensions;
  • minor asymmetry associated with printing, assembly or hand-finishing;
  • visible sanding or finishing traces;
  • brush marks from hand-painting;
  • small differences in pigment placement;
  • tonal variation or colour gradients;
  • variations in opacity, translucency or shine;
  • slight differences between product photographs and the physical item;
  • minor colour differences caused by lighting, photography or screen settings;
  • natural particles or fibres visible in wood-, pine- or oyster-based materials;
  • differences in the distribution of biocomposite particles;
  • small variations between two items from the same model;
  • slight movement or flexibility inherent to the material used.

Hand-painted finishes are applied individually. Brush movement, pigment concentration, metallic reflection and colour transitions will therefore vary from one piece to another.

These variations form part of the product’s artisanal identity and do not constitute faulty workmanship.

However, the artisanal nature of a product does not excuse a serious structural defect, a major production error or failure to supply the confirmed order.

7. What Does Not Qualify as a Defect?

The following are not considered manufacturing defects:

  • normal wear and tear;
  • damage caused after delivery;
  • deformation or breakage caused by impact, pressure or crushing;
  • damage caused by dropping the item;
  • damage caused by placing heavy objects on the product;
  • exposure to excessive heat, direct prolonged sunlight or unsuitable storage conditions;
  • exposure to water, perfume, cosmetics, alcohol, solvents or chemicals;
  • damage caused by incorrect cleaning;
  • abrasion caused by jewellery, clothing or rough surfaces;
  • incorrect use of straps, closures or hardware;
  • failure to follow the product care instructions;
  • attempted repair or modification by the customer or a third party;
  • colour or texture preferences that differ from personal expectations;
  • natural, handmade, or 3D-printing variations described in this Policy;
  • damage resulting from use beyond the product’s intended purpose.

8. Reporting Damage, a Defect or an Incorrect Item

Any visible delivery damage, missing component, incorrect item or apparent defect must be reported as soon as possible and no later than 48 hours after the carrier records the parcel as delivered.

Contact: contact@emnahussein.com

Use the following email subject:

ORDER ISSUE – Order #[your order number]

The message must include:

  • the order number;
  • the customer’s full name;
  • the delivery date;
  • a clear description of the issue;
  • clear photographs of the complete product;
  • close-up photographs of the reported problem;
  • photographs of the outer shipping box or envelope;
  • photographs of all internal packaging;
  • a photograph of the shipping label;
  • photographs showing any visible impact, crushing, puncture or water damage to the parcel;
  • an unboxing video, where one is available.

The customer must retain:

  • the product;
  • all accessories and components;
  • the original packaging;
  • the shipping box;
  • labels and delivery documents.

Do not discard the packaging, use the product, attempt a repair or send the product back before receiving written instructions from us.

Failure to preserve the packaging or provide reasonable evidence may prevent us from determining whether the issue occurred during production, delivery or after receipt.

The 48-hour notification requirement allows us to document visible damage and submit carrier claims promptly. It does not remove any mandatory legal right concerning a defect that could not reasonably have been discovered within that period.

9. Review of a Claim

Each claim is reviewed individually.

We may examine:

  • the photographs and information submitted;
  • production and quality-control records;
  • the confirmed product specifications;
  • order and personalisation details;
  • packing photographs where available;
  • tracking and proof-of-delivery information;
  • carrier reports;
  • the condition of the product following return;
  • whether the product was used, altered or damaged after delivery.

We may request:

  • additional photographs or videos;
  • measurements;
  • clarification of how the issue occurred;
  • a written statement from the customer;
  • inspection of the product;
  • return of the product before a final decision is made.

Submitting photographs or reporting an issue does not automatically establish that the product is defective.

10. Available Remedies

Where a qualifying defect, transit damage or order error is confirmed, the appropriate remedy will be determined according to the circumstances and applicable law.

The remedy may include:

  • repair;
  • replacement of a component;
  • replacement of the product;
  • partial refund;
  • full refund;
  • store credit, where accepted by the customer;
  • another reasonable solution agreed with the customer.

The nature of the product, severity of the issue, possibility of repair, availability of materials and proportionality of the proposed remedy may be considered.

Where legally permitted, repair or replacement may be offered before a refund.

A replacement product may display the normal artisanal and 3D-printing variations described in this Policy.

11. Return Authorisation Is Required

No product may be returned without prior written authorisation.

After a claim has been approved, we will provide:

  • the authorised return address;
  • return instructions;
  • packaging requirements;
  • the return deadline;
  • information concerning shipping costs.

Products sent without authorisation, sent to an incorrect address or sent cash-on-delivery may be refused or returned to the sender at the sender’s expense, where legally permitted.

The address shown on the website is not necessarily the authorised returns address. Customers must not return a parcel to any address appearing on an invoice without written return instructions.

12. Return Shipping Costs

Change-of-mind or statutory withdrawal returns

Where a non-defective return is accepted or required by applicable law, the customer is responsible for:

  • return postage;
  • appropriate packaging;
  • tracking;
  • insurance;
  • any return customs documentation.

The customer must use a traceable shipping method appropriate for the value of the product.

Confirmed defect, incorrect item or delivery damage

Where the product is confirmed to be defective, incorrect or damaged before delivery, we will cover or reimburse reasonable return shipping costs where required.

Customers must not select an expensive express return service without our written approval.

Unauthorised premium, express or additional shipping charges may not be reimbursed beyond the amount of a reasonable standard tracked service.

13. Condition of Returned Products

Any authorised return must include:

  • the complete product;
  • all straps, pouches, accessories and removable components;
  • original packaging;
  • protective materials;
  • tags, cards and documentation supplied with the order.

For any non-defective return permitted by law, the product must be:

  • unused;
  • unworn;
  • unwashed;
  • unaltered;
  • free from perfume, cosmetics, smoke or other odours;
  • free from scratches, stains or damage;
  • packaged securely.

The customer may be responsible for diminished value caused by handling beyond what is reasonably necessary to inspect the nature and characteristics of the product, where applicable law permits.

14. Refunds

Approved refunds will be issued to the original payment method unless another solution is agreed or required. Where sales tax was collected on an amount that is subsequently refunded, the corresponding tax will be adjusted or refunded as required by applicable law.

Depending on the reason for the return and applicable law, the following may be non-refundable:

  • premium or express shipping supplements;
  • customs duties;
  • import taxes;
  • brokerage fees;
  • handling charges;
  • costs resulting from an incorrect address;
  • costs resulting from refusal or non-collection;
  • unauthorised return shipping charges.

Where a mandatory statutory withdrawal right applies, any refund of the original standard delivery cost will be handled as required by applicable law.

Refund processing times may vary depending on the payment provider and bank.

15. Products Lost or Damaged During Delivery

When we select or arrange the carrier, we will assist with the investigation of a parcel that is lost or materially damaged before delivery.

The customer must:

  • notify us promptly;
  • Provide the requested evidence;
  • retain the packaging;
  • cooperate with any carrier investigation;
  • complete any required loss or non-receipt declaration.

A remedy may be issued after the carrier confirms the loss or after a reasonable investigation establishes that the parcel was not delivered correctly.

We will not automatically reject a claim merely because the parcel had already been handed to the carrier.

However, subject to applicable law, we may not be responsible for loss or damage caused by:

  • an incorrect or incomplete address provided by the customer;
  • the customer’s failure to collect the parcel;
  • repeated unsuccessful delivery attempts;
  • delivery instructions requesting an unattended or unsafe location;
  • delivery to a neighbour, reception desk or third party specifically authorised by the customer;
  • theft occurring after valid delivery;
  • action by customs authorities;
  • prohibited or restricted imports;
  • the customer independently appoints a carrier not offered or arranged by us.

16. Parcels Marked as Delivered but Not Received

A parcel shown as delivered but not received must be reported within 48 hours of the recorded delivery time.

Before contacting us, the customer should check:

  • the complete delivery location;
  • household members;
  • neighbours;
  • reception or security personnel;
  • parcel lockers;
  • any safe-place instructions;
  • the carrier’s delivery photograph or proof of delivery.

We will request an investigation from the carrier where appropriate.

A replacement or refund is not automatic where valid tracking, delivery confirmation or delivery to an authorised person is available. The outcome will depend on the investigation, evidence and applicable law.

17. Incorrect or Incomplete Delivery Address

The customer is responsible for entering a complete and accurate delivery address.

Where a parcel is delayed, returned, lost or misdelivered because the customer supplied an incorrect or incomplete address, the customer may be responsible for:

  • return shipping;
  • re-shipping;
  • address-correction charges;
  • storage or handling costs;
  • customs charges;
  • other carrier costs.

A personalised or customised product returned because of an incorrect address remains non-returnable and non-refundable, except where mandatory law provides otherwise.

18. Customs Duties, Taxes and Import Refusal

For international orders shipped from the United States, customers are responsible for reviewing the import requirements of the destination country and for paying any customs duties, import taxes, VAT, brokerage fees or other local charges requested by customs authorities or the carrier, unless expressly stated otherwise at checkout.

Refusing to pay import charges does not automatically cancel the order.

If a parcel is refused, unclaimed or returned because import charges were not paid, any amount considered for refund or credit may be reduced by:

  • original shipping costs;
  • return shipping costs;
  • customs duties;
  • brokerage charges;
  • storage costs;
  • handling costs;
  • damage or loss occurring during the return journey.

No refund or credit will be issued until the parcel has been returned to us and inspected.

Customised or personalised products remain non-returnable even where the customer refuses the parcel or declines to pay import charges, except where mandatory law provides otherwise.

If the parcel is abandoned, destroyed or retained by customs and is not returned to us, a refund may not be available, subject to applicable law.

19. Unclaimed or Refused Deliveries

A customer’s refusal to accept delivery, failure to collect a parcel or failure to respond to a carrier does not constitute an approved return.

Where a parcel is returned for one of these reasons, we may require payment of all additional delivery and handling costs before re-shipping it.

For non-personalised products, any refund that is legally required will be calculated after considering the costs that may lawfully be deducted.

For personalised or customised products, refusal or non-collection does not create a right to a refund.

20. Pre-Orders

A pre-order reserves production capacity, materials or future stock.

A pre-order that includes customisation or personalisation is final sale and cannot be returned or exchanged except for a qualifying defect, an incorrect item or another mandatory legal right.

A standard, non-personalised pre-order is subject to any mandatory cancellation, return or withdrawal rights applicable to the customer.

Delays within a revised reasonable production or delivery estimate do not automatically create a right to compensation beyond any remedy required by law.

Where a significant delay occurs, we will provide updated information and address any applicable cancellation rights.

21. Custom Sizing and Fit

Customers requesting custom sizing or alterations must provide complete and accurate measurements.

Custom-sized and made-to-measure products are personalised products and are final sale.

We are not responsible for fit issues caused by:

  • inaccurate measurements supplied by the customer;
  • measurements taken using an incorrect method;
  • body changes occurring after the measurements were submitted;
  • failure to follow the measurement guide;
  • personal fit preferences not communicated before production.

Where the product does not correspond to the confirmed measurements because of a production error attributable to us, the matter will be reviewed as a potential defect.

22. Exchanges

We do not operate a general exchange service.

Where an exchange is approved for a non-defective standard item, the customer may be responsible for:

  • return shipping;
  • inspection costs where legally permitted;
  • shipping of the replacement item;
  • customs and import costs;
  • any price difference.

Customised and personalised products cannot be exchanged.

Where we sent the wrong product or variation, reasonable replacement and shipping costs will be handled by us as required.

23. Fraudulent or Abusive Claims

We reserve the right to reject claims that are reasonably found to involve:

  • false or misleading information;
  • altered photographs;
  • deliberate product damage;
  • substitution of another product;
  • unauthorised use or modification;
  • repeated abusive claims;
  • failure to return the claimed product;
  • payment fraud or chargeback abuse.

This does not affect legitimate consumer complaints or mandatory legal rights.

24. Contact

All return, exchange, damage and delivery requests must be sent to:

EMNA HUSSEIN
Houston, Texas, USA
contact@emnahussein.com

Please include your order number in all correspondence.