Refund & Return

It is important to us that you are satisfied with your purchase. At EMKE, we offer refunds, returns, and exchanges so you can buy bathroom products online with confidence and ease.

Refund Policy

Refund before shipment

Please email service@emkedirect.co.uk or call +44 1384 385894 (Monday to Friday 8:00 am to 4:30 pm) within 24 hours of placing your order. We will cancel your order within one working day after receiving the email call and issue a full refund via the same method of payment as the original payment method.

Refund after shipment

If the item is faulty or damaged you can try emailing service@emkedirect.co.uk or call +44 1384 385894 (Monday to Friday 8:00 am to 4:30 pm) within 48 hours of receiving the product, we will arrange a replacement for you or provide you with a refund by the same method as the original payment method in 2 working days.

We work very hard to ensure that all customers are happy with our service, if for any reason you notice any items are damaged please contact us immediately.

Return Policy

Returning or exchanging

You have the right to return the products within 14 days without giving any reason. The cancellation period is within 14 days from the date. 

You have the right to exchange up to 30 days after delivery.

In order to exercise your right of returning or exchanging, you must inform us

EMKE (UK) LIMITED
Telephone: +44 1384 385894
Email: service@emkedirect.co.uk

By means of a clear statement (e.g. a letter sent by post, fax, or e-mail) of your decision to return or exchange. You can use the attached sample revocation form for this, but this is not mandatory. To meet the cancellation deadline, it is sufficient for you to send the communication regarding your exercise of the right of cancellation before the cancellation period has expired.

Consequences of revocation

If you cancel this contract, we will do so immediately and at the latest within fourteen days from the date we receive notice of your cancellation of this contract. For this repayment, we use the same payment method that you used in the original transaction, unless we expressly agree otherwise with you; in no event will you be charged for this repayment. We may refuse a refund until we receive the returned item or you provide proof that the item has been returned, whichever is earlier.

You must return or hand over the goods to us immediately, and in any event no later than fourteen days from the date on which you notify us of your cancellation of this contract. The deadline is met if you return the goods within the fourteen-day period. You bear the direct cost of returning the product. The cost is estimated to be around £60 at most. You are solely responsible for any reduction in the value of the Goods as a result of the handling unless steps are necessary to determine the nature, character, and function of the goods.

Returning your unwanted items

Return charges

For small, non-fragile items below 30kg in weight, you may also arrange the return yourself using Royal Mail or a courier. Please contact us if you wish to do this.

Exchanging your unwanted items

You can exchange your product within 30 days of receiving it. Simply contact us and we'll arrange for a courier to collect your returned item or send you a prepaid return label. We will also be happy to arrange for any replacement items to be sent to you.

Exchange charges

If you're exchanging a product within 30 days of delivery, you will be required to pay the transportation costs associated with the return but we won't charge you any delivery costs for your new item (if applicable). This will depend on the size, weight, and type of item(s) being returned.

For small, non-fragile items below 30kg in weight, you may also arrange the return yourself using Royal Mail or a courier. Please contact us if you wish to do this.

Damaged On Arrival

It is vitally important that you open and inspect your products as soon as you receive them and report any damage to us within 14 days of receipt. Items that have been used, and installed will not be accepted as damaged items.

The quickest and easiest way to report damaged items within 21 days is to contact us via email directly. Once the damage has been confirmed, we’ll ensure a replacement is sent free of charge. If you’d prefer a refund, please contact us. The refund will be credited back to your original payment method as soon as possible.

• Damage reported within 14 days = Choose a full refund or replacement
• Damage reported after 14 days = Unfortunately, we can no longer offer a refund or replacement

Replace missing parts or items

On rare occasions, you may find that parts or items are missing from your order.

Please make sure to inspect the item as soon as you receive it, and if any parts or items are missing please contact us within 14 days of receipt to let us know. Once a missing part or item is confirmed, we'll make sure to send a replacement free of charge.

If a missing part or item is reported over 14 days after receiving your goods, we’ll be unable to send a replacement free of charge.

We’re unable to offer you a refund on any missing part or item at any time.

Faulty Items

All EMKE products pass high-quality standards, in rare cases, you may find that the product is defective.

Once we receive your feedback, we will recommend the next steps for you. We will arrange for repairs, or collection that the goods be returned to us, or ask you to dispose of your goods (never dispose of them without us notifying you).

EMKE is only responsible for any repair work that is a direct result of a manufacturing defect in the product. We will not be liable for any damages (financial or otherwise) not directly related to a manufacturing defect giving rise to your claim under this standard warranty.

Our request when returning goods

Please avoid damage and contamination of the product. If possible, please send the goods back to us in the original packaging with all accessories and with all packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage.

Please note that the above paragraph is not a prerequisite for the effective exercise of the right of withdrawal.

Sample cancellation form

If you want to revoke the contract, please fill out this form and send it back.

To EMKE (UK) LIMITED
Email: service@emkedirect.co.uk

I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)

ordered on (*) _______________________ /received on (*) _______________________.

Name of consumer(s) _____________________________________________

Address of the consumer(s) ______________________________________________________________________________________________________________

Date _________________

Signature of the consumer(s) (only in the case of notification on paper) _____________________________________________________ (*) Delete where not applicable.