Customer Care
Returns & Refund Policy
Last Updated: August 2026
At EMDIRA, we take great pride in the quality of every product we create. Because skincare products are personal care items, we maintain strict hygiene and quality standards to ensure every customer receives products in excellent condition. Please read our Returns & Refund Policy carefully before making your purchase.
Our Commitment to Quality
Every EMDIRA order is carefully inspected before it leaves our premises. If your order arrives damaged, incorrect or defective, we will work with you to resolve the issue as quickly as possible. Your satisfaction is important to us.
Due to the Nature of Skincare Products
For hygiene and safety reasons, we are unable to accept returns or exchanges on products that have been opened, used, tested, or damaged after delivery. This policy helps protect the health and safety of all our customers.
Returns for Damaged or Incorrect Orders
If you receive a damaged product, the wrong product, or a product with a manufacturing defect, please contact us within 48 hours of receiving your order. To help us investigate the issue, please include: your order number, clear photographs of the product, photographs of the packaging, and a brief description of the issue. Our team will review your request and provide an appropriate solution as quickly as possible.
Refunds
Where a refund is approved, it will be processed using the original payment method whenever possible. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Exchanges
If your product arrives damaged or incorrect, we may offer a replacement product, an exchange (where appropriate), or a refund. The most suitable solution will depend on the circumstances.
Non-Returnable Items
The following items are generally not eligible for return: opened skincare products, used products, gift cards (if applicable), promotional or complimentary items, and products damaged due to misuse or improper storage.
Allergic Reactions & Skin Sensitivity
Every person's skin is unique. While our products are thoughtfully formulated, individual sensitivities can occur. For this reason, we recommend performing a patch test before first use. If irritation develops, discontinue use immediately and consult a qualified healthcare professional if necessary. Refunds cannot generally be issued for individual skin reactions, as results and sensitivities vary from person to person.
Incorrect Shipping Address
Please ensure your shipping information is correct before completing your purchase. Orders that cannot be delivered due to incorrect or incomplete addresses provided by the customer may be subject to additional shipping charges for redelivery.
Lost Parcels
If your parcel appears to be lost during transit, please contact us as soon as possible. We'll work with the courier to investigate the shipment and keep you informed throughout the process.
How to Request a Return
Please contact our Customer Care team with your full name, order number, email address, description of the issue, and supporting photographs where applicable. Email: emdiraltd@gmail.com — We'll respond as quickly as possible and guide you through the next steps.
A Note From Our Founder
“Every product that leaves EMDIRA carries my name and the care that went into creating it. I know how personal skincare is, and I never take your trust for granted. If something isn't right with your order, I want you to know that we'll do everything we reasonably can to make it right.”
— Faduma Abdi, Founder & Cosmetic Formulator
Questions about a return or your order?