Refund policy

Return & Exchange Policy

At Em Provisa, we want you to love your purchase! We offer a straightforward exchange policy for size adjustments on eligible items to ensure a perfect fit. Please note that we do not accept returns for refunds—only exchanges for the same product in a different size. This policy helps us maintain quality and sustainability while keeping costs low for our customers.

Eligibility for Exchanges

Time Frame: Exchanges must be requested within 14 days of the delivery date. Requests after this period will not be accepted.
Eligible Items: Only t-shirts (and other apparel items as added in the future) in their original, unworn, and unwashed condition qualify for size exchanges. This includes all original packaging, hang tags, labels, and accessories intact.
Exchanges Only: We only exchange for the exact same product in a different size. No exchanges for different styles, colors, or products. If the requested size is out of stock, we will issue a store credit for the item's value (excluding shipping costs) to use on a future purchase.
Exclusions: The following items are not eligible for exchange:
- Final sale or clearance items (marked as such on the product page).
- Customized or personalized products.
- Underwear, swimwear, or intimate apparel for hygiene reasons.
- Items that show signs of wear, damage, odor, or alteration.
- Non-apparel items (unless otherwise specified in the product description).

Conditions for Exchanges

To protect both you and our business, all exchanges must meet these requirements:

The item must be in identical condition to when it was delivered—unworn, unwashed, with no stains, tears, or modifications.
All original hang tags, labels, and packaging must be included and undamaged.
Proof of purchase (order number or receipt) is required.
We reserve the right to inspect returned items and deny exchanges if they do not meet these conditions.

Shipping and Costs

Buyer Responsibility: You are responsible for return shipping costs to send the item back to us. We recommend using a trackable shipping method, as we are not liable for lost or damaged returns in transit.
Our Shipping: Once we receive and approve the item, we will ship the exchanged size to you at no additional cost (standard shipping only). If you need expedited shipping for the exchange, additional fees may apply.
International Orders: For customers outside The United States, you are also responsible for any customs duties, taxes, or fees on the return shipment. We do not offer paid shipping on International Exchanges.

Exchange Process

Contact Us: Email us at hello@emprovisa.co or use our contact form with your order number, the item details, and the desired size. We'll confirm availability and provide return instructions.
Package and Ship: Securely package the item in its original condition and ship it to the address we provide. Include a note with your order number.
Inspection and Processing: Upon receipt, we'll inspect the item (typically within 3-5 business days) and process the exchange if approved.
Timeline: The entire process may take 7-14 business days from when we receive your return, depending on shipping times.

Defective or Damaged Items

If your item arrives damaged, defective, or incorrect (e.g., wrong size or product sent), please contact us within 7 days of delivery with photos and details. We'll arrange a free exchange or, at our discretion, a refund/store credit, including return shipping costs. This does not apply to issues caused by misuse or normal wear.

Important Notes

We reserve the right to update this policy at any time. Changes will be posted on this page.
By placing an order, you agree to this policy.
For any questions, reach out to our support team at hello@emprovisa.co.

Thank you for shopping with us! We're here to make your experience great.