Refund policy

RETURN & REFUND POLICY

Last updated: 8 September 2026

At Emmergrey, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights when purchasing products from emmergrey.store, including your statutory rights under applicable United Kingdom consumer law.

Nothing in this policy is intended to limit or exclude any rights you have under applicable consumer protection legislation.

1. CONTACT DETAILS

Emmergrey
Website: emmergrey.store
Email: hello@emmergrey.store

For any return, refund, faulty product or cancellation enquiry, please contact us at hello@emmergrey.store.

2. YOUR RIGHT TO CANCEL AN ONLINE ORDER

If you are a consumer purchasing from us online, you generally have the legal right to cancel your order without giving a reason.

You must notify us that you wish to cancel within 14 days from the day after you, or a person nominated by you other than the carrier, receives the goods.

Where an order contains several products delivered separately, the cancellation period generally begins after you receive the final item from that order.

To exercise your right to cancel, contact:

hello@emmergrey.store

Your cancellation notice must clearly state that you wish to cancel the contract.

You do not have to provide a reason for cancelling.

After notifying us of your cancellation, you must return the goods to us no later than 14 days after the date on which you informed us of your decision to cancel.

3. CONDITION OF RETURNED GOODS

You are entitled to inspect and handle a product to the extent reasonably necessary to determine its nature, characteristics and functionality, in much the same way as you would be permitted to examine an item in a physical shop.

For clothing, this generally means that you may carefully try the item on.

Where possible, returned items should include:

original labels and tags;
original packaging;
accessories supplied with the product; and
any documentation supplied with the product.

You may be responsible for any reduction in the value of an item caused by handling beyond what is reasonably necessary to inspect it.

This does not affect your rights where an item is faulty, damaged, not as described or otherwise fails to meet your statutory rights.

4. HOW TO MAKE A RETURN

Before sending a return, please contact us at:

hello@emmergrey.store

Please provide:

your full name;
order number;
the product you wish to return;
the reason for your return, where applicable; and
photographs where the item is damaged, defective or incorrect.

We will provide the appropriate return instructions and return address.

Do not send a return to an address shown on a parcel or shipping label unless we have confirmed that address for returns.

5. RETURN POSTAGE — CHANGE OF MIND

Where you exercise your statutory cancellation right because you have changed your mind, you may be responsible for the direct cost of returning the goods, provided that you were informed of this obligation before purchasing.

We strongly recommend using a tracked or otherwise traceable delivery method and retaining proof of postage until your refund has been completed.

Emmergrey is not responsible for goods lost during return shipping where the return service has been arranged independently by the customer, except where responsibility cannot legally be excluded.

6. FAULTY, DAMAGED OR INCORRECT GOODS

If a product is:

faulty;
damaged;
not of satisfactory quality;
not fit for its intended purpose;
materially different from its description; or
different from the product you ordered,

please contact us at hello@emmergrey.store as soon as possible.

Where goods do not conform to the contract, your rights under the Consumer Rights Act 2015 apply.

For qualifying faulty goods, consumers generally have a 30-day short-term right to reject the goods and receive a refund.

After the short-term right to reject has expired, you may have the right to request a repair or replacement.

Where repair or replacement is impossible, disproportionate, unsuccessful or is not completed within a reasonable time and without significant inconvenience, you may have the right to a price reduction or final right to reject the goods, depending on the circumstances.

Where the goods are legally rejected because they are faulty or otherwise fail to conform to the contract, Emmergrey will bear reasonable return costs as required by applicable law.

7. GOODS THAT DEVELOP A FAULT

Your legal rights are not limited to the first 30 days.

Where a fault becomes apparent within the first six months after delivery, applicable UK consumer law may place the burden on the trader to show that the goods were not faulty when supplied, subject to the circumstances and nature of the goods.

After six months, you may still have statutory rights, although you may be required to demonstrate that the problem existed when the goods were supplied.

Nothing in this policy replaces or restricts your statutory rights.

8. REFUNDS FOR CANCELLED ONLINE ORDERS

Where you validly exercise your statutory right to cancel, we will refund:

the price paid for the returned goods; and
the cost of the least expensive standard delivery option offered by Emmergrey for the original order, where applicable.

If you chose a more expensive delivery method, such as express or premium delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

We may reduce the refund to reflect any diminished value caused by handling the goods beyond what is reasonably necessary to establish their nature, characteristics and functionality.

9. WHEN REFUNDS ARE ISSUED

For a statutory cancellation of an order for goods, we will issue your refund without undue delay and no later than the applicable legal deadline.

We may withhold the refund until:

we have received the returned goods; or
you provide evidence that you have returned the goods,

whichever occurs first.

Where applicable, the refund will normally be processed no later than 14 days after we receive the returned goods or evidence that they have been sent back.

Where a refund is due because goods have been validly rejected under the Consumer Rights Act 2015, it will be issued without undue delay and within the period required by law.

10. REFUND METHOD

Unless you expressly agree otherwise, refunds will be made using the same payment method used for the original transaction.

We will not charge a fee simply for processing a legally required refund.

Your bank, card issuer or payment provider may require additional processing time before the funds appear in your account. This processing time is outside Emmergrey's direct control.

11. NON-RETURNABLE GOODS AND CANCELLATION EXCEPTIONS

The statutory right to cancel may not apply to certain products, including, where legally applicable:

goods made to your specifications or clearly personalised;
goods that are liable to deteriorate or expire rapidly;
sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed;
sealed audio, video or computer software products once unsealed;
newspapers, periodicals or magazines, subject to applicable exceptions; and
goods that, after delivery, become inseparably mixed with other goods.

These exceptions do not remove your statutory remedies where a product is faulty, not as described or otherwise does not conform to the contract.

12. HYGIENE-SENSITIVE PRODUCTS

Where Emmergrey sells products that are sealed for hygiene or health protection reasons, such products may become non-returnable for a change-of-mind cancellation once the seal has been broken, where permitted by law.

This restriction does not affect your rights regarding faulty or misdescribed products.

13. SALE, PROMOTIONAL AND DISCOUNTED PRODUCTS

Products purchased during a sale, promotion or with a discount code have the same statutory consumer rights as products purchased at full price.

A discounted price does not remove your legal rights to a remedy where a product is faulty, damaged, not as described or otherwise fails to comply with the contract.

14. EXCHANGES

Where available, exchanges may be offered at our discretion.

The easiest way to obtain a different size, colour or style may be to return the original eligible product and place a new order.

Any exchange process offered by Emmergrey is in addition to, and does not replace, your statutory rights.

15. ORDER CANCELLATION BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:

hello@emmergrey.store

We will attempt to stop the order before dispatch.

If the order has already entered the shipping process, you may need to receive the parcel and exercise your applicable return or statutory cancellation rights.

16. REFUSED OR UNDELIVERABLE PARCELS

If a parcel is returned to us because of an incorrect or incomplete delivery address supplied by the customer, refusal of delivery or failure to collect the parcel, please contact us.

Any deduction or additional charge will only be made where permitted by applicable law and where the relevant cost has been properly disclosed.

Your statutory consumer rights remain unaffected.

17. RETURNING A GIFT

Where an item was purchased as a gift, statutory refunds will normally be issued to the original purchaser using the original payment method unless otherwise agreed and legally permitted.

18. PROOF OF PURCHASE

We may request reasonable proof of purchase before processing a return, replacement, repair or refund.

Proof may include:

an order confirmation;
order number;
receipt;
payment record; or
other reasonable evidence showing that the product was purchased from Emmergrey.

19. STATUTORY RIGHTS

This policy is intended to operate consistently with applicable UK consumer legislation, including, where relevant:

the Consumer Rights Act 2015;
the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; and
other applicable United Kingdom consumer protection legislation.

Goods supplied by Emmergrey must meet the statutory requirements applicable to consumer goods, including requirements relating to satisfactory quality, fitness for purpose and correspondence with description.

Nothing in these terms excludes, restricts or attempts to waive any consumer right that cannot legally be excluded.