Return Policy

What is our online refund policy?

Subject to the below exceptions, Emerald Struts is happy to exchange or refund your purchase within 14 days of delivery. Your refund will be credited to the original payment card on the day of request but may take up to 14 working days.

Unwanted goods must be returned in a fully re-saleable condition and any packaging must be intact. We reserve the right to refuse an exchange or full refund if goods are not returned in a re-saleable condition or are damaged. If these conditions are met we will gladly offer a replacement, exchange or refund. Refunds on promotional goods purchased under a promotional offer will be based on the terms of the promotional price. 

If the product is to be repaired, and the manufacturer has provided a helpline, repair service or warranty, please contact the manufacturer direct in the first instance.

Upon receipt of your order you are advised to carefully inspect the package and goods to ensure they are intact and complete, before signing for receipt of delivery. Should you find the parcel to be damaged or incomplete you must refuse delivery of the goods.

Please report any damaged or faulty items to Emerald Struts within 24 hours of ordering and provide any information requested (eg photographs) within 24 hours.

If you have ordered the incorrect part or wish to return an order we will gladly exchange/refund the product free of charge providing it hasn't been installed with just the carriage to pay. Some parts may be subject to a restocking fee - this is normally 20% of the product value.

How do I return a product?

Please follow the instructions below on our returns page before returning any goods

We require all returned goods (defective, damaged, unwanted or otherwise) to be sent back to us in the original condition they were received in, with all accessories, manuals and the original packaging. Items that are being returned purely because they are no longer wanted should be returned in unopened packaging. Emerald Struts retain the right to refuse a refund or charge an appropriate fee for items that are returned without original packaging and/or without accessories and manuals.

Returns may take up to 14 working days to be processed & if your return is accepted the money held is released within 3-5 working days. This may vary and you should contact your bank if you have any questions. 

Return Procedure

1. In the event of a product failing, your first course of action should be to contact Emerald Struts orders@emeraldstruts.com
2. Within 6 months of purchase date: Once the fault has been established and deemed impossible to be solved on site, Emerald Struts will arrange for collection of the item at cost to the customer. This will be refunded in full if the item is found to be faulty.

Parts only supply:

1. If an item can be repaired on site we may send out replacement parts under the terms of the warranty. To achieve this we must have photographic evidence of the faulty part / damaged area, clearly highlighting the defect or by having the part returned to us.
2. If we are to send out a new part before we have either the faulty part or photographic evidence we will charge for the new part. When we receive the faulty part back we will test the part, if the part is found to be faulty due to a manufacturing defect we will then refund the purchase price and shipping of the replacement.

How do I cancel an order?

You may cancel your order (or any part of it) up to 30 minutes after placing it for any reason, however, if your order has already been dispatched & is with the courier, a restocking fee may apply.

Please fill in email us at orders@emeraldstruts.com to cancel an order.

VAT Refunds

All total prices for goods and services at the checkout represent the total, VAT-inclusive price payable by the customer for those items. For deliveries to the European Union (EU), this price excludes VAT (or VAT equivalent) at the relevant rate. VAT exempt customers should contact us with their VAT number for a refund.

References for this policy:

Consumer rights act 2015 > https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted

CMA Cancelling of goods and services > https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services

Distance Selling Guidelines > https://www.gov.uk/accepting-returns-and-giving-refunds

Which - Cancelling of an online order > https://www.which.co.uk/consumer-rights/advice/how-do-i-cancel-an-online-order-ah8tt8e97qxi