Returns & Refund Policy
Please see our Terms and Conditions which includes all specific Returns and Refund policies in full. The following information is a summary only;
Cancellation prior to despatch.
If the Consumer wishes to cancel the order prior to dispatch, we will endeavour to refund the payment in full within 14 days. The Consumer may cancel the order at any point prior to dispatch. This must be done via telephone and not email, as there can be no guarantee that the email will be read in time to stop the order being processed. If email notification is received, no guarantee can be given that the order has been cancelled prior to despatch and delivery charges will still be incurred. The customer is responsible for returning the product(s) at their own cost.
Cancellation after receipt of Goods – 14 day cooling off period
The Goods must have been ordered via the EMWC website and/or via the telephone. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations will apply.
The Consumer must tell EMWC that they no longer require their Goods, within 14 days of delivery, via email to returns@emwc.uk.com or in writing using recorded delivery. No other form of communication for returns can be accepted.
Consumers will be issued with a returns code and detailed instructions as to how to return Goods on receipt of their email/letter. Return codes are valid for 14 days.
The Goods must not have been installed or used in any way.
Consumers exercising their right to cancel after the Goods have been delivered, will be responsible for returning the Goods at their own cost and in a re-saleable condition. Returned Goods will only be accepted if they are returned in their original packaging, complete, unused and with all instruction manuals. Goods must be in a condition to be able to return to stores, as new, which includes free of odour.
The Consumer has a statutory duty to take good care of the Goods during this 14 day cancellation period and to return the Goods to EMWC.
EMWC reserve the right to retain any costs incurred in delivering the Goods to the Consumer as part of the original delivery.
Consumers are responsible for obtaining proof of delivery, insurance during transit and proof of receipt of returned Goods with their courier company. EMWC can accept no liability for Goods received damaged on return or non-arrival of Goods.
Bespoke/Special order Goods made to consumers own specifications cannot be returned, in any circumstances, unless faulty. In the case of a fault to bespoke/special order items, a replacement will be supplied, subject to fault testing and necessary checks by EMWC.
Partial Returns. Where Goods are purchased as part of a promotional package and are retained by the Customer, EMWC reserve the right to re-charge the items at normal retail price.
Where Goods have been purchased as part of a special offer (where an item or items have been part of a discounted package) if a customer opts to return part of the discounted package, the refund due on the returned item will be the discounted price and not the full price. EMWC reserve the right to request all items of a discounted package to be returned for refund in certain circumstances.
Should Goods be returned in damaged packaging, EMWC reserves the right to incur charges of up to £35.00 to cover new packaging including but not limited to the examination of the goods and any administration costs.
All refunds will be processed within 14 days from receipt of returned Goods, subject to the Terms of Return being fulfilled, as detailed in section 4 of these terms and conditions.
For our full Terms and Conditions, see separate list for Terms and Conditions.