Refund Policy

Return Policy and Conditions

 

Please note that we do not offer free returns. Return shipping charges apply.

 

Returns:

Is it possible to return my order?

Yes, you can return your order within 30 days of receipt if you are not satisfied with the items. To qualify for a return, the following conditions must be met: 

1. The order must include all original parts, components, and packaging in the same condition as received.

2. The product must show only normal handling, with no signs of careless handling or breakage.

3. Items that are subject to hygiene considerations must be thoroughly cleaned before initiating the return process.

4. The product must be found defective immediately upon receipt.

5. Shipping costs for returns are the responsibility of the customer.

6. Returns will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.

 

How to Return Your Order:

 If your order meets the above conditions, please follow these steps to initiate the return process:

1. Send an email to: info@emerald-london.com

2. Include the following information in your email:

• Order number

• Reason for the return request

• Photo of the product if there is breakage

• Customer’s first name and last name

• Customer’s address

 We will then respond with the return address. Please do not send the return to the original sender; we will provide the correct address. The customer is responsible for the shipping costs of returning the product.

 

Right of Withdrawal (STORNOBAU):

 Consumers have the right of withdrawal under the following conditions if they are natural persons entering into legal transactions for purposes not predominantly related to their commercial or professional activities:

 

Cancellation Conditions:

• Right of Cancellation:

The cancellation period is 14 days from the day you or a third party named by you, who is not the carrier, receives or accepts the last goods.

As we operate with a fully automated system, orders are processed immediately once placed. Therefore, we cannot interrupt the shipping process once it has started, and refunds are not possible until the goods are received.

To exercise your right of withdrawal, you must inform us Emerald London by a clear declaration (e.g., by e-mail) of your decision to withdraw from the contract. The withdrawal is completed once we receive the goods. The cost of returning the goods is borne by the buyer.

 

Shipments in Transit:

As our goods are shipped from Asia, transit times may be longer and beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods, then return them to us. You may notify us in advance about your cancellation.

To ensure the fastest possible return, please send us a shipping confirmation.

 

Consequences of Withdrawal:

If you withdraw from this contract, we must refund all payments received from you, excluding delivery costs (and any additional costs resulting from choosing a delivery method other than the cheapest standard delivery offered by us), without delay and no later than fourteen days after receiving notification of your withdrawal and the goods. The same payment method used for the original transaction will be used for the refund unless expressly agreed otherwise; in no case will you be charged for the repayment.

All returns must be sent to our central warehouse in Asia at the customer’s expense.