Returning your Embrace for refund
Embrace is covered by a 30-day money back guarantee (excluding the cost of shipment). If you wish to return your Embrace within 30 days from the date of delivery, please contact us at support@empatica.com, and we'll be happy to help.
In your request, please include your reason for returning Embrace. This information is important, because it helps us improve the product and service.
Once we receive your email, we’ll provide you with a shipping label (for US and EU) and return instructions.
When the Embrace arrives at our office, we’ll inspect it for damages. This can take up to 10 business days, from the delivery date to our office. If the Embrace is in good condition, we’ll proceed with the refund, excluding shipping costs.
If you're returning the device from outside the US or EU, please note that a USD 74 deduction, along with the original and return shipping costs, will be applied to your refund to cover return customs and duties.
Returning your Embrace for service
Embrace very rarely requires servicing. Most often, issues are software related and can be solved remotely without the need for a return.
If the technical team concludes that the problem lies with the hardware, and it’s been less than a year from the date of delivery, we can proceed with a replacement.
Please read the Embrace warranty to learn more.