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Terms & Conditions

This site is owned and operated by Emerald Struts. If you have any queries about these terms and conditions or if you have any comments or complaints regarding our website, you can contact us at: orders@emeraldstruts.com.

2. The Contract Between Us

We must receive payment of the whole price for the goods that you order before your order can be accepted. Payment of the price for the goods represents an offer on your part to purchase the goods, which will be accepted by us only when the goods are dispatched. Only at this point is a legally binding contract created between us.

3. Acknowledgement of Your Order

To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us.

4. Ownership of Rights

All rights, including copyright, in this website are owned by or licensed to Emerald Struts. Any use of this website or its contents, including copying or storing it in whole or part, other than for your personal, non-commercial use, is prohibited without our permission. You may not modify, distribute, or repost anything on this website for any purpose.

5. Accuracy of Content

We have taken care in preparing the content of this website, ensuring that prices quoted are correct at the time of publishing and that all goods have been described accurately. However, orders will only be processed if there are no material errors in the description of the goods or their prices as advertised.

6. Availability

All orders are subject to acceptance and availability. If the goods you have ordered are not available from stock, we will contact you by e-mail or phone (if you have provided details). You will have the option to wait until the item is available or cancel your order.

7. Delivery and Risk

  • Our delivery charges are set out during the checkout process.
  • The risk of damage to or loss of goods passes to you at the time of delivery.
  • Customers are responsible for inspecting their delivery before installation. Installing a product without prior inspection may void return eligibility.
  • Any issues with a delivery, including missing or damaged items, must be reported within 7 calendar days of receipt.
  • Delivery Timeframes: All delivery estimates provided at checkout are based on courier estimates and are not guaranteed. Delays caused by the courier, weather, or unforeseen circumstances are beyond our control.
  • Next-Day Delivery: If selected at checkout, this service is subject to courier availability and processing times. Orders placed after the cutoff time will be processed on the next working day.
  • Shipping Refunds & Delays:
    • Shipping costs are non-refundable unless a delay occurs due to an error on our part (e.g., late dispatch).
    • If a courier delay occurs, we do not reimburse shipping costs, including next-day delivery fees. For guaranteed courier services, customers should contact the courier directly for compensation.
  • Returns & Shipping Costs:
    • If returning an item under our 14-day return policy, we will refund the standard shipping cost only (if applicable), but not any premium delivery upgrades such as next-day delivery.
    • Customers must cover the return shipping cost unless the item is faulty.

8. Cancellation Rights (Consumer and Business)

8.1 Consumer Right to Cancel

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel their order within 14 calendar days after receiving the goods, except for:

  • Custom-made or bespoke products (e.g., custom-coloured springs).

  • Electrical components or wiring once installed.

  • Clearance or final-sale items.

Customers must return goods at their own cost and risk, and refunds will be processed within 14 days of receiving the returned goods or proof of postage.

8.2 Business-to-Business (B2B) Transactions

  • Consumer cancellation rights do not apply to B2B transactions.

  • At our discretion, we may allow B2B returns, subject to a restocking fee of up to 20% and return shipping charges.

  • If a return is accepted, the refund will be processed within 14 days of receipt of the goods.

9. Returns, Refunds & Deductions

Our Returns & Refund Policy applies to all returns and can be found here.

9.1 Refundable Amounts

  • The product price will be refunded in full if returned in resellable condition.

  • The standard delivery charge (if applicable) will be refunded, but express or upgraded delivery services are non-refundable.

  • Return shipping costs are not refundable, unless the item is faulty or misdescribed.

9.2 Deductions from Refunds

Under Regulation 34(9) of The Consumer Contracts Regulations 2013, we may deduct costs from the refund if:

  • The product is used, installed, or handled beyond necessary inspection.

  • The original packaging is missing or damaged, requiring replacement.

  • Accessories or components are missing, requiring replacement.

  • The outer shipping sleeve or packaging is damaged, defaced, or missing, requiring repackaging.

If a return is accepted beyond the 14-day cancellation period, we reserve the right to charge a restocking fee of up to 20%.

9.3 Handling & Repackaging Fees

  • If repackaging is required due to damaged, defaced, or missing external packaging (e.g., shipping sleeve, outer box), a handling & re-packaging fee of £6.50 per item will be deducted.

We will inform customers of any deductions before processing the refund.

10. Customs and Import Fees

  • Customers are responsible for any customs duties, taxes, or import fees that may apply when ordering from outside the UK.

  • If an item is returned to us due to unpaid customs charges or refusal to accept delivery, the return shipping fees and any additional customs fees will be deducted from the refund.

11. Limitation of Liability

  • We are not liable for any indirect, special, or consequential damages arising from the use of our products.
  • Our liability is strictly limited to the purchase price of the item.
  • We are not responsible for any vehicle damage, labour costs, or personal injury resulting from improper installation, misuse, or modification of our products.
  • We do not cover or reimburse third-party costs, including but not limited to:
    • Replacement of OEM vehicle parts (e.g., factory struts, mounting brackets, wiring, or fittings).
    • Third-party repair costs, body shop fees, or labour charges.
    • Compensation for vehicle downtime, inconvenience, or loss of use.
    • Modifications made after installation.
  • Customers are responsible for ensuring proper installation and must retain their original vehicle parts in case they wish to revert to factory settings.

12. Force Majeure (Delays Outside Our Control)

  • We are not responsible for delays caused by circumstances beyond our control, including but not limited to natural disasters, government restrictions, courier strikes, or supplier shortages.

13. Payment Security & Fraud Prevention

  • We use secure payment gateways to process all transactions.

  • Orders flagged as high-risk by our fraud detection system may be cancelled.

  • We may request identity verification before processing an order in cases of suspected fraud.

14. Dispute Resolution & Governing Law

  • Any disputes arising under these terms shall be governed by the laws of England and Wales.

  • If a dispute cannot be resolved through direct communication, we encourage customers to use an alternative dispute resolution (ADR) service before pursuing legal action.