RETURN & REFUND POLICY

At Emily Neill, we want your time with us to feel easy and fair. This policy explains when pieces can come back and how refunds are handled. By ordering through our website, you confirm you've read and agree to what's below.

None of this reduces the rights you hold under applicable Canadian consumer law. Where those laws give you stronger rights than this policy, those rights always come first.

1. Return Window — You can request a return on eligible items within 30 days of your order being delivered, as long as the conditions here are met.

2. Requirements for Returning Items — For a return to go through, the item needs to be unworn, unused, and undamaged, sent back in its original condition, complete with all original tags, labels, and packaging, requested inside the return window, and approved by our team before you post it. Trying something on for fit — the way you would in a fitting room — is completely fine. Wearing or using it beyond that isn't. This section doesn't apply where an item is faulty, not as described, or otherwise covered by your consumer rights.

3. Items We Can't Accept Back — A few things can't be returned: products with a broken hygiene seal, custom or personalised pieces, and items damaged through misuse or mishandling. For hygiene reasons, underwear, shapewear, and bras can't come back once the hygiene seal is removed. Again, this doesn't override your rights if something arrives faulty or not as described.

4. Return Shipping — Approved returns go to the address our team gives you once your request is confirmed. For change-of-mind returns, the cost of return shipping is yours to cover, and it's up to you to send it back safely. We can't take responsibility for change-of-mind returns lost or delayed in transit. There is no restocking fee. Where an item is faulty, damaged on arrival, incorrect, or not as described, you pay nothing — we cover the full cost of putting it right, in line with your consumer rights.

5. Return Address — Returns go only to the address our team provides after approving your request. Anything sent somewhere else can't be processed.

6. How to Request a Return — To get started, email our team at info@emilyneill.com and include the item(s) you'd like to return, the reason, photos (needed if it's damaged or incorrect), your full name and shipping address, and your order number. We'll come back to you with next steps within 12–24 business hours (Monday–Friday).

7. Order Cancellations — Orders can be cancelled within 30 minutes of purchase. Once an order moves into processing it can't be cancelled, but after delivery you're welcome to request a return under this policy.

8. Refund Process — Once your return arrives and passes a quick check, we'll let you know the outcome, and if approved, send your refund to your original payment method. Refunds are processed within up to 10 business days, depending on your bank or provider. For change-of-mind returns, original shipping costs aren't refundable. Where a refund relates to a faulty or incorrect item, you'll be refunded in full including relevant shipping, in line with your consumer rights.

9. Discounts and Partial Returns — If your order used a promotional discount — like a bundle deal or buy-more-save-more offer — and you return part of it, your refund may be recalculated based on the items you keep. If returning items means the order no longer qualifies for the original promotion, that discount is removed and the refund adjusted to match. Refunds are always based on the final order value after these adjustments.

10. Store Credit — At our discretion, we may sometimes offer store credit as a discount code instead of a refund. Store credit issued this way is non-refundable, issued once per order, usable toward a future order on our website, and can't be swapped for cash or moved to another order.

11. Failed Delivery or Incorrect Address — If a parcel comes back because of an incorrect or incomplete address given at checkout, we may arrange a reshipment once the correct address is confirmed, or offer store credit as a goodwill gesture, depending on the situation. If returned items aren't in their original condition, a reduction in value may apply — except where your consumer rights say otherwise.

12. Policy Changes — Emily Neill may update this policy at any time. Updates take effect as soon as they're published on the website.

13. Contact — Questions about this Return & Refund Policy? Email us at info@emilyneill.com — we're glad to help.

14. Company Information
Store name: Emily Neill
Company name: Sa Collective LLC
Registration Number: 42-3368597
Phone: +1 438 300 5618
Business Address: 25 Prospect St, Watertown, Massachusetts 02472, United States.
Email: info@emilyneill.com
Customer Service Hours: Monday to Friday: 9am – 6pm (ET). Saturday and Sunday: Closed.