Refund policy

RETAIL / BUSINESS CUSTOMER REFUND AND REPLACEMENT POLICY

If your order is defective or there is an issue, we're here to help!

1. Can I return my mask or filters to you?

Unfortunately not. Face masks and replaceable filters are considered highly personal hygiene items which are shipped with a seal for health protection and hygiene reasons. These items are therefore not eligible for refunds, returns, exchanges, repairs or replacement unless defective. Please see [4]

2. What if I have made a mistake or I want to cancel?

We offer cancellation within 14 calendar days of your order date, as long as the order has not been despatched. If the order has been despatched, the item will be considered non-returnable and subject to [1] - if you have made a mistake on your order, please contact us as soon as possible at customerservices@emeraldsolutions.co.uk - due to the volume of orders, we cannot guarantee that your order can be changed before despatch. You are responsible for information entered as per our Delivery Policy, so please ensure you enter your details carefully. 

3. What if I have an issue with my order?

You have 7 working days from receiving the product to identify any issues and notify us. Please contact us at customerservices@emeraldsolutions.co.uk and we'd be happy to help.

4. What if my order has a manufacturing defect?

We are happy to offer a like for like replacement (colours subject to availability and will be offered based on what is available at the time) or repair if there is a manufacturing defect. A manufacturing defect is considered a deviation or abnormality from our original design and standard. We may request photographic evidence and filling out our returns form to process this further including a return of the product(s) to our designated returns address, to investigate further. You as the customer would be responsible for all postage and carriage on a tracked option which needs to arrive 14 days of receipt of our returns address. If we do not receive items within this period, this will exhaust your opportunity to pursue your claim and items received post this period will be returned to you.

If a defect has been confirmed, we will issue a like for like replacement as soon as possible if the fault occurs and is reported to us to our designated email address (customerservices@emeraldsolutions.co.uk) within 30 calendar days of receipt of the product. A replacement should reach you within 14 days of confirmation, usually sooner.

Conditions: Returns will not be accepted for incorrect sizing or fit, wear and tear, accident, misuse or if the correct care, wash and storage instructions have not been followed. Reasonable wear and tear is assumed 30 calendar days post receipt of product(s).

5. If I have cancelled my order and I am waiting for a refund, how long does this usually take?

This typically takes 3-5 working days post system confirmation that a refund has been issued. This will be returned to your original payment method. This can take longer dependant on your card issuer. This can be longer for debit cards.

6. What if the product I have purchased has been discontinued?

Our returns policy does not apply for discontinued items. If a product has been discontinued on or since your purchase, products within this category are typically offered at a discount and will be considered non-refundable, non-returnable nor eligible for repair or replacement.

7. What if I have purchased through a different retailer, platform and not through the official Emerald website?

We will try our best to help where we can but are only accountable for those products directly purchased through our official website. If this was purchased through an authorised retailer, please contact them for order resolution. If you have bought through a 3rd platform, please use the contact us option on the platform to receive support. Unfortunately, we are not liable for delays or damages whilst in possession of a 3rd party shipper.

We reserve the right to limit or revoke this policy if we suspect misuse of our Replacement Policy. 

Please do not return an item prior to contacting us, as this will exhaust your the option to be offered a like for like replacement.