If you've not redeemed your product voucher you can request a refund via the Help page of the website. 

If you've redeemed your voucher you can open a support ticket with the seller by clicking the Contact The Seller button within the My Vouchers* section of your account or the Help section of the website.

Under the product, you'd like assistance with click Contact The Seller to open a request form where you can ask the seller for help. You should hear back from the seller within one to three working days.

Any questions, please feel free to email for assistance! 

The Team @ EML

*To find your voucher please follow this article: https://support.empathymarketing.com/hc/en-us/articles/115001967769-Where-do-I-find-my-voucher-