Please note: Some brands have their own specific return policies in place which are reflected in our policies below - Please ensure you check this!
(R1.1) Should you change your mind, or no longer require the item you have purchased within the first 14 days of receiving the goods; You can return your item to us for a refund or exchange. You must notify Emerald Struts within 14 days of purchase that you wish to return it. Once we have been notified, you have a further 14 days for the goods to be back in our possession!
Request for a return after 14 days will not be accepted - As per Section 22 Sub Section 3 of the consumer rights act 2015
Please note: The item you are returning must not have been removed from the packaging or used in any way. Damaged, marked or removed packaging will result in a refund being refused. The item must be returned to Emerald Struts in the manner it was sent.
(R1.2) Please Note: Returns are subject to a restocking fee of 20% - This will be deducted from your refund upon receipt of the returned items. Emerald Struts will not cover the shipping cost of the returned item nor will we refund the shipping from Emerald Struts to yourself as this was a service which was provided, and can not be returned!
The re-stocking fee is calculated as follows. Total Sale Value, Minus Shipping costs, Minus any discounts used, Minus 20% = amount refunded
(R1.3 ) We may in some cases opt to waive the restocking fee - However this decisions will be made by our returns team upon receipt of the return. Please be advised that if we waive the fee once as a goodwill gesture this does not guarantee future waivers and this is a goodwill gesture from Emerald Struts.
(R1.4) Any third party items MUST be returned to us in their original packaging. We will refuse return of items that are not returned to us in their original box and/or packaging! This also applies if the Box / packaging is damaged to the point where it can not be sent out looking like a "Brand New" item!
(R1.4A) Items that are returned to us that are refused will be returned to the customer, a delivery fee will be charged of £3.95. If this is not paid, the item will be held by us.
(R1.5) Simply contact our support team to arrange a return and we can get proceedings underway, However be advised that the return is at the cost to the customer!
(R1.6) Emerald Struts can in no way reimburse you for return postage, further to this; if a refund is granted it will only be for the amount of the product, and not the outbound postage costs.
(R1.7) Returns where this is as a result of an item arriving damaged or faulty - Emerald Struts must be notified within 14 days of delivery. If you believe the item is used, damaged or faulty and do not notify us within 14 days, a claim may be invalid.
If you install an item that is damaged, this then waives the right to return. All items should be inspected thoroughly for damage and / or marks prior to install, as this makes it black and white as to whether the damage occurred during transit or once installed! If you choose to install a damaged item without inspecting it first then unfortunately this waives any return as we can not prove otherwise. It is important to check every delivered item thoroughly!
(R1.8) Where the Re-Stocking Fee is waivered - the cancellation fee will apply, information of this is detailed below!
Cancelling an order prior to dispatch!
(C1.1) Should you wish to cancel an order prior to dispatch you will be eligible for a refund in line with the below cancellation policies.
(C1.2) Contact our support team at firstname.lastname@example.org with your order reference, the item(s) you wish to cancel as well as the cancellation reason.
(C1.3) If the item is a made to order item, you may not be able to cancel the order and once received will be able to return the item to ourselves subject to our return policy!
Charges incurred from Cancelling an order:
(C1.4) As per the CMA Guidelines issued by the UK Government (GOV.UK) Consumer Law states that as a business, Certain losses ascertained as a result of an order cancelled by a customer due to their own change of mind or circumstances can be retained by the business in the form of a "Cancellation Fee" - This is to recover losses incurred in the form of fee's or administration!
The calculation of the fee is as follows:
%XX Incurred from Payment Provide (Credit card / Paypal) + %YY Incurred from Payment Gateway (Our Provider) + %1 Administration / Staff Charge
PayPal Example: If your order totalled £500 and you paid by PayPal, The fee from Paypal is £9.80 (1.9% + £0.30) - The fee from the payment gateway is £5 (1%) and the Admin charge is £5 (1%) - total deduction of £19.80
Card Example: If your order totalled £500 and you paid by Card, The fee from Card Provider is £9.70 (1.9% + £0.20) - The fee from the payment gateway is £5 (1%) and the Admin charge is £5 (1%) - total deduction of £19.70
Why is this charged?
As of 5th March 2020, PayPal no longer refunded fee's to the seller in the event of a refund. As a result, when Emerald Struts refund your cancelled order, the Fee's charged from both PayPal and the Payment Gateway are lost by Emerald Struts!
This has always been the case with debit & credit card providers.
When is this not charged?
Deductions are not made from refunds when the refund is as a result of warranty issues - If the cancellation is requested within 24 working hours of the order being placed, Emerald Struts will waiver the 1% Admin / Staff charge.
Why am i paying an Admin / Staffing charge?
As a result of your cancellation, Our team will need to take action to cancel your order, whether this is as simple as pulling the order from our own production schedule, or more intense where it involves contacting suppliers to ensure that the order is stopped. This unfortunately incurs a cost to the business and as that cost is incurred due to a change of mind from the customer, British consumer law allows for charge providing it falls within a genuine estimate of the businesses direct loss!
References for this policy: