1.2 Once an Order has been packaged, it cannot be cancelled or changed and must instead be returned to us in accordance with paragraph 10 below. As our goods are shipped from Asia, there may be longer transport times over which we have no control. If the products are already on their way to you, cancellation is not possible. Please wait until you have received the goods and return them to us. You can, of course, inform us of your cancellation in advance. To ensure the fastest possible return, we ask you to send us a confirmation of shipment.
An early refund is possible at the earliest 16 weeks after receipt of the order if the goods are not received.
1.3 As we work with a fully automated system, orders are processed immediately after they are placed. We are therefore unfortunately unable to interrupt the shipping process until delivery, so a refund for receipt of the goods is only possible up to 24 hours after placing an order.
2. Returns and refunds
2.1 Our returns policy forms part of these Terms and Conditions under which you are permitted to access and use our Website.
2.2 If you are not completely satisfied with your Order, you can let us know by email which Product you wish to return and return the Product to us. The withdrawal period is 14 days from the day on which you or a third party designated by you, who is not the carrier, took possession of the last goods.
2.3 Return shipments and costs are at the expense and risk of the Customer.
2.4 The Product must be received by us in order to be eligible for a refund. We will inspect the returned Product upon arrival.
2.5 You must ensure that the product is returned to us in the same condition in which you received it and that it is properly packaged. The product must be unused, the product labels must not have been tampered with and the product must be in its original packaging. If a Product is returned to us in an unsuitable condition, we reserve the right not to accept the return of the Product.
2.6 Our processing time for returns depends on your order.
2.7 If we are satisfied with the condition of the returned Product, we will send you an email approving your return. Once we have sent you confirmation of approval of your return, the amount will be refunded to the account used to place the Order within a short period of time.
2.8 The cancellation is complete when we have received the physical goods.
2.9 As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and return them to us. You can, of course, inform us of your cancellation in advance. To ensure the fastest possible return, we ask you to send us a confirmation of shipment. An early refund is possible at the earliest 16 weeks after receipt of the order if the goods are not received.
2.10 If you wish to return a product due to cancellation, the return costs are at your expense. In the event that we have delivered an incorrect or defective item, we will bear the return costs, provided that the defect has been confirmed.
To claim a defect, you must send a clear video of the problem to our customer service. If the defect cannot be confirmed via the video, we may ask you to return the product for a physical inspection. If the defect is recognised after inspection, we will reimburse the return costs. If the defect is not confirmed, the return costs will be at your expense.
3. Steps for cancellation
Step 1: Fill in the return form. Click here for the form
Contact our customer service via email help@emiblue.co.uk State the reason for the return in your message and attach a photo if the product is defective. Don't forget to attach the return form to the email.
Step 2: Send your product.
Send the items together with the completed return form to the address on the return form. Make sure you provide the package with a track and trace code. As the sender, you are responsible and we do not want any misunderstandings to arise.
Our head office is located in the Netherlands. Please note that you must send your return shipment to China.
Step 3: Receive the purchase amount in your bank account.
Once we have received the package, we will ensure that the purchase amount is refunded to your bank account within 5 working days!
Please use only one return method with a tracking number so that we can assign your return shipment. This way, you inform us in advance of the return shipment and the goods received can be clearly assigned to the correct order. This is the only way to guarantee a quick refund. Once we have received the return shipment, we will be informed of its receipt and the refund can be processed. Please only use a shipping method with a tracking number for the return shipment so that we can assign your return shipment.
