How do I return an item?
At Emergency Cafe, LLC we stand behind the quality of our products and we make things right if you are not satisfied with your purchase. Our shipments are carefully inspected before leaving our warehouse, but in the event you are not satisfied with your purchase simply follow the instructions below.
RETURNS AND EXCHANGES
Refunds
Emergency Cafe, LLC will process returns and refunds only for items that were purchased directly from Emergencycafe.com within the last 15 days. If you need to return an item please see our Return Guidelines below to ensure proper processing. Failure to follow these guidelines may result in a delay processing your return and affect your ability to receive a refund.
Refund Process
Once your return is received by Emergency Cafe: Pending inspection, a refund or credit for the full purchase price (plus tax, excluding outbound shipping cost) will be issued to the credit card used to purchase the item(s) you are returning. You are responsible for the cost of returning the item(s) to Emergency Cafe, LLC unless the return is a result of our error or defective. We will notify you via email of your refund. Shipping and handling charges are non-refundable.
Return Guidelines
You may return new, unused item(s) received from sosproducts.com or sossurvivalproducts.com in the last 15 days. Item(s) must be returned in the original packaging.
Non-Returnable Items: Generators, Packaged Food, Packaged Water, Water Preserver, Water Barrels, Water Filters, Water Purification Tablets, Emergency Kits, First Aid Kits, Batteries, Medicinals and any Dated Item(s). Custom and special orders are not returnable. Clearance Items are final sale and non-returnable.
Restocking Fee: A 25% restocking fee may apply to item(s) not returned within 15 days of purchase or not in original packaging. Packaging must contain all contents, accessories, packaging materials, and manuals.
All returns must be authorized:
a. To receive authorization for a return you must contact customer service at: 310.613.6206. The Return Goods Authorization Number (RGA#) will be given to you.
b. Include a copy of your invoice showing your purchase with the RGA# and reason for the return written on it.
c. Return the item(s) via UPS.
d. If you are returning merchandise shipped via trucking company, please call us at 310.613.6206 for shipping instructions.
Send Returns to:
Emergency Cafe
13900 Panay Way
R119
Marina Del Rey, CA 90292
Exchanges
Our return center cannot process exchanges. If you’ve found another item on our website you would prefer, please place a separate order for the new item and return the unwanted one under the terms of our Return Policy.