1. Return Eligibility

We accept returns under the following conditions:

• The item was purchased directly from thembcare.com.
• The return request is raised within 7 days of the delivery date.
• The product is unused, unopened, and in its original packaging with all seals intact.
• You have proof of purchase (order confirmation email or order number).

2. Non-Returnable Items

The following items cannot be returned or refunded:

• Products that have been opened, used, or partially consumed.
• Items purchased during clearance sales or marked as "Final Sale".
• Gift cards or digital products.
• Products damaged due to misuse, improper storage, or negligence by the customer.
• Items returned without prior approval from our support team.

3. Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

• Your order number.
• Clear photographs of the damaged product and the outer packaging.
• A brief description of the issue.

We will arrange a replacement or a full refund at no additional cost to you, depending on product availability.

4. How to Initiate a Return

To start the return process:

• Email us at support@thembcare.com with your order number and reason for return.
• Wait for approval — we will respond within 2 business days.
• Once approved, ship the product to the address provided by our team. Return shipping costs are borne by the customer unless the item is defective or incorrectly sent.
• Pack the item securely to prevent damage in transit. We are not responsible for items lost or damaged during return shipping.

5. Refund Process

Refund Type	Timeline	Method
Approved return	5–7 business days after we receive the item	Original payment method
Damaged / defective item	3–5 business days after approval	Original payment method or store credit
Cancelled order (before dispatch)	3–5 business days	Original payment method

Bank processing times may add an additional 2–5 business days depending on your bank or card issuer. We will notify you via email once the refund has been processed.

6. Order Cancellations

Orders can be cancelled before they are dispatched. To cancel, contact us immediately after placing the order. Once an order has been shipped, it cannot be cancelled and the standard return process applies.

7. Exchange Policy

We currently do not offer direct product exchanges. If you need a different product, please initiate a return and place a new order separately once your refund is approved.