Refund policy

Effective Date: 11th February 2025

This policy applies to all purchases made through Emerald Struts. Our policy complies with UK consumer law, including The Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013.

1. Cancelling an Order (Cooling-Off Period)

Under Regulation 29 of The Consumer Contracts Regulations 2013, customers have the right to cancel their order within 14 days of receiving the goods without giving a reason.

Refund Eligibility

The product must be unused, in its original packaging, and in a resellable condition.
Customers must notify us of their decision to cancel within 14 days of receiving the item.
Customers then have a further 14 days to return the item to us.
Refunds will be processed within 14 days of receiving the returned item or proof of postage.

Refunded Amounts

The full cost of the product will be refunded.
The standard delivery charge (if applicable) will be refunded, as required by Regulation 34(2) of The Consumer Contracts Regulations 2013. However, if the customer opted for an express or upgraded delivery service, only the cheapest standard delivery rate will be refunded.
Return shipping costs are the customer's responsibility, unless the item is faulty or misdescribed.

2. Returns Due to Faulty, Incorrect, or Misdescribed Items

Under The Consumer Rights Act 2015, customers are entitled to a full refund, repair, or replacement if an item is faulty, misdescribed, or not fit for purpose.

Timeframes for Faulty Goods

Within 30 days of delivery: Customers are entitled to a full refund.
Between 30 days and 6 months: We will attempt a repair or replacement first. If this is not possible, a refund will be issued.
After 6 months: Customers must prove the fault was present at the time of purchase to be eligible for a refund.

Return Shipping for Faulty Items

If an item is confirmed as faulty or misdescribed, we will cover the return shipping costs.
Customers must contact us before returning faulty items to obtain approval.

3. Returns of Custom-Made or Bespoke Items

Under Regulation 28(1)(b) of The Consumer Contracts Regulations 2013, the right to cancel does not apply to custom-made or bespoke products.

Orders for custom-coloured springs or any other made-to-order items cannot be cancelled or refunded, unless the product is faulty.
If a faulty custom-made item cannot be repaired or replaced, a refund will be issued.
The following items are non-refundable, unless faulty:
- Custom-coloured springs and any other made-to-order products.
- Electrical components or wiring once installed.
- Clearance or final-sale items.

4. Unclaimed Deliveries, Refused Shipments, and Customs Fees

If an item is returned to us due to non-collection or refusal to pay customs charges, we will deduct all return shipping fees and handling costs from any refund issued.
If additional customs charges are incurred upon return, these will also be deducted from the refund amount.
If the item is damaged upon return due to non-collection or customs refusal, we reserve the right to issue a partial refund or refuse the refund entirely.
Customers are responsible for ensuring that they comply with all customs and import regulations before ordering. We are not responsible for items delayed or returned due to customs issues.

5. Restocking Fees & Refund Deductions

Under Regulation 34(9) of The Consumer Contracts Regulations 2013, if an item is returned used or damaged, a reasonable deduction may be made from the refund amount.

Deductions may apply if:

The product has been used, installed, or handled beyond what is necessary to inspect it.
The original packaging is missing or damaged, affecting resale value. Returns without original packaging will incur a deduction equivalent to the cost of replacement packaging.
Accessories or components are missing, requiring replacement.
If the outer shipping sleeve or packaging is damaged, defaced, or missing, a deduction equivalent to the replacement cost will be made from the refund.

Restocking Fees:

If a return is accepted beyond the 14-day cancellation period, we reserve the right to charge a restocking fee of up to 20%, as this falls outside statutory cancellation rights.
Deductions will be based on the condition of the returned item in accordance with Regulation 34(9) of The Consumer Contracts Regulations 2013.
Business customers (B2B transactions) may be subject to a flat restocking fee of up to 20% for all returns.
If repackaging is required due to damaged or missing internal packaging (e.g., plastic sleeves, protective inserts), a handling & repackaging fee of £6.00 per item will be deducted from the refund.
If repackaging is required due to damaged, defaced, or missing external packaging (e.g., shipping sleeve, outer box), a handling & repackaging fee of £6.50 per item will be deducted from the refund.
This deduction is in accordance with Regulation 34(9) of The Consumer Contracts Regulations 2013, allowing reasonable deductions when a returned item is not in resellable condition.

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

6. How to Return an Item

To initiate a return, customers must:

Contact us: Click Here to Request a Return with their order details and reason for return.
Ensure the item is securely packaged to prevent damage during transit.
Use a tracked and insured shipping method, as we are not responsible for lost or damaged returns.

7. Processing Time for Refunds

Refunds will be issued using the original payment method.
Refunds will be processed within 14 days of receiving the returned item or proof of postage.

This policy is designed to be fully compliant with UK consumer law while protecting our business from unnecessary losses. If you have any questions, please contact us at orders@emeraldstruts.com.