Refund policy

This Returns & Refunds Policy applies to purchases made on www.eminza.co.uk by consumers in the United Kingdom.

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Right to cancel (cooling-off period)

If you are a consumer, you have the right to cancel your order within 14 days from the day you receive the goods or collect them from a designated pickup point, without giving any reason.

2. How to exercise your right to cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement.

You can submit your return request by contacting us via our contact form: https://www.eminza.co.uk/pages/contact

Post:

Eminza – Customer Service
Parc des Glaisins, Immeuble Emeraude
3 rue des Bouvières
74940 Annecy-le-Vieux
France

3. Returning your items

You have 30 days from the date of delivery to request a return. Once your return request is approved, please send the goods back to us without undue delay using the instructions provided.

Returned items must be sent back without undue delay, unused, in their original condition, and with all original packaging where possible. Please note that you are responsible for any reduction in value if the goods have been handled beyond what is necessary to establish their nature.

Returns are free of charge.

4. Refunds

Once your return is accepted, we will refund:

  • the price of the returned items
  • the cost of standard delivery (express delivery option is not refundable)

Refunds are processed within 14 days of receiving the returned goods or receiving proof that the goods have been sent back, whichever occurs first.

We may withhold the refund until the goods are received or proof of return is provided.

Refunds are made using the original payment method, unless otherwise agreed.

5. Condition of returned items

You are responsible for any reduction in value of the goods if they have been used or handled beyond what is necessary to establish their nature, characteristics and functioning.

Goods that have been used, damaged, soiled, or otherwise not in a resaleable condition may be:

  • refused for return

  • refunded at a reduced value

  • returned to you at your expense

This includes, without limitation:

  • stains or marks

  • odours 

  • pet hair

  • washing or cleaning

  • any damage or alteration

Return shipping costs for refused returns must be paid by the Customer prior to dispatch. If you fail to pay these costs within 30 days of notification, we reserve the right to dispose of the goods without further liability.

6. Items excluded from returns

The right to cancel does not apply to:

  • items made to your specifications or clearly personalised
  • sealed goods which are not suitable for return for health or hygiene reasons, if unsealed after delivery

7. Faulty or incorrect items

If your item is faulty, damaged, not as described or not fit for purpose, you are entitled to remedies under the Consumer Rights Act 2015, including repair or replacement, or a price reduction or refund where applicable.

Please contact our Customer Service team so we can resolve the issue as quickly as possible.

8. Orders paid with an e-gift card

If your order or part of it was paid with an Eminza e-gift card, refunds will be issued in the form of a voucher for the value of the returned items.

If the refunded amount exceeds the value of the gift card, the remaining balance will be refunded via the original payment method.

E-gift cards may be cancelled within 14 days of purchase, provided they have not been used.

9. Contact us

For any questions about returns or refunds, please contact us via our form: https://www.eminza.co.uk/pages/contact

Eminza – Customer Service
Parc des Glaisins, Immeuble Emeraude
3 rue des Bouvières
74940 Annecy-le-Vieux
France