Refund policy
At EMNCE Company, customer satisfaction is our priority. Due to the nature of our drug screening and testing products, we maintain strict return guidelines to ensure product integrity, safety, and compliance.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
For health, safety, and compliance reasons, opened or used drug testing products—including single test strips, urine cups, saliva tests, and other screening devices—are non-returnable and non-refundable.
To be eligible for a return, your item must be unopened, unused, sealed, and in its original packaging. You must also provide proof of purchase or your order ID.
Orders placed through this website (Shopify store) are the only orders eligible for returns, refunds, or exchanges under this policy. If you purchased our products through any other third-party marketplace, you must submit your return, refund, or exchange request directly through the platform where the purchase was made and in accordance with that platform's policies. We are unable to process returns, refunds, or exchanges for orders that were not purchased directly through this website.
To start a return, please contact us at info@emncecompany.com.
Please note that returns must be sent to the following address:
PO Box 24
6320 Passons Blvd
Pico Rivera, CA 90660
United States
If your return is accepted, we will provide return instructions and, if applicable, a return shipping label. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return-related questions at info@emncecompany.com.
Third-Party Marketplace Orders
Products purchased through third-party marketplaces, distributors, or resellers are not covered by this website's return, refund, exchange, or cancellation policies. Any requests regarding returns, refunds, exchanges, replacements, or order issues must be submitted directly through the marketplace or seller from which the product was purchased. We are unable to access, modify, refund, or exchange orders that were not placed directly through this website.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number (Order ID)
- Photos of the product and packaging
- A brief description of the issue
This helps us resolve your issue quickly.
Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have and place a separate order for the replacement product once your return is approved.
Refunds
Refunds are only available for orders placed directly through this website. Orders purchased through third-party marketplaces must be handled through the marketplace where the purchase was made and are subject to that platform's refund policies.
Once your return is received and inspected, we will notify you of the approval status.
If approved, your refund will be issued to your original payment method within 10 business days. Original shipping charges are non-refundable.
Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@emncecompany.com.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Order Cancellations
Orders may only be canceled within 24 hours of purchase or before they are processed and shipped.
Once an order has shipped, it cannot be canceled.
Contact Us
For return requests or support, please contact us at:
