Refund policy

Returns
Our policy lasts 14 days from the receipt of your item. If 14 days have gone by since your item was delivered to you, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note that due to customer hygiene, haircare products are not returnable except they are received defective or damaged. In that case, please take a picture of the product as soon as your order is received.

 To complete your return, click here. You will require your order number and email address or phone number to initiate any returns

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customersupport@emeraldmarts.com.

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customersupport@emeraldhairbeauty.com and send your item to: EMERALD HAIR & BEAUTY LTD, 14 EAST OF ENGLAND WAY, PETERBOROUGH, PE2 6HA, United Kingdom.

 

Shipping
To return your product, you should mail your product to: EMERALD HAIR & BEAUTY LTD, 14 EAST OF ENGLAND WAY, PETERBOROUGH, PE2 6HA, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. In the event that your item was originally shipped for free by us, if you receive a refund, the cost of original shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Alternatively, you can use our tracked returns option with Collect+, where we issue you labels to be printed off and placed on your parcel. The cost of return labels is £4.99 which will be deducted from your original purchase amount before being paid to you.