Returns and refunds

At a glance

• 12-year limited warranty on manufacturing defects
• Opened hygiene products are not eligible for change-of-mind returns
• Transit damage and missing items: report within 48 hours
• Cancel before fulfilment when still eligible
• Comfort guarantee: no
• Hygiene change-of-mind returns: not allowed

Hygiene exclusion

Breast pumps and milk-contact parts are hygiene-sensitive. Once opened or used, they cannot be returned for change of mind. This protects every customer's health and safety.

Policy cases

• Cancellation before fulfilmentCustomer-eligible pathway

  You may cancel before the order is packed and handed to the courier.

• Unopened change-of-mind returnNot customer-eligible / restricted

  Opened hygiene products are not eligible for change-of-mind returns. Unopened returns require operational approval.

• Transit damageCustomer-eligible pathway

  Report damaged packaging or product within 48 hours of delivery with photos.

• Missing itemCustomer-eligible pathway

  Report missing box contents within 48 hours of delivery.

• Dead-on-arrival unitCustomer-eligible pathway

  If the unit does not power on or function on first use, contact support for DOA replacement under warranty process.

• Manufacturing defectCustomer-eligible pathway

  Covered under the 1-year limited warranty after troubleshooting.

• Performance troubleshootingCustomer-eligible pathway

  Support will guide fit, assembly, valves, and cleaning before approving hardware replacement.

• Warranty repairCustomer-eligible pathway

  Approved warranty cases may be repaired at our service centre.

• Warranty replacementCustomer-eligible pathway

  Approved cases may receive a replacement unit or part.

• Consumable replacementCustomer-eligible pathway

  Silicone parts and valves wear with use — buy replacements from the parts store.

• Non-warranty damageNot customer-eligible / restricted

  Accidental damage, liquid ingress into electrical parts, and misuse are not covered.

• Used hygiene-product exclusionNot customer-eligible / restricted

  Opened or used breast-pump milk-contact products cannot be returned for change of mind.

• Refund timingCustomer-eligible pathway

  Approved refunds are initiated after inspection; bank timing depends on your payment method.

• Reverse-shipping responsibilityCustomer-eligible pathway

  For approved transit damage, DOA, and warranty pickups, reverse logistics are arranged by Embrae. Unapproved returns are customer-paid.

No comfort guarantee

Fit and comfort vary. We do not offer a comfort-based return or refund. Use the flange fit guide and troubleshooting steps, then contact support for covered defects.

Warranty policy · Contact support

Policy version 1.0.0. Legal review may update these cases.