• Ordering, Shipping & Delivery
• Payment, Pricing & Security
• Warranty, Returns & Repairs
• Privacy Policy
• Updating Account Information
• Website Terms and Conditions

 

Welcome to the EmeraldM3D Ltd Website.  Please review the following terms and conditions that govern your use of and purchase of products from our site.  Please note that your use of our site unequivocally constitutes your agreement to follow and be bound by those terms.  EmeraldM3D Ltd, at its sole discretion, reserves the right to change these terms and conditions at any time without notice, although any changes will be posted here.

 

Ordering, Shipping & Delivery

Ordering

When you place an order on our website we will email you an acknowledgement.  Our acceptance of an order does not take place until dispatch of the order, at which point the purchase contract will be made and you will be charged.  We reserve the right to refuse an order.  Non-acceptance of an order may, for example, result from one of the following:

• The product ordered being unavailable from stock
• Our inability to obtain authorisation of payment

If there are any problems with your order we will contact you.  If a product is not in stock or if for any reason it may take longer to dispatch we will notify you and you will have the right to keep the item on back order, change the order or cancel the order.  Any pricing errors will be notified to you before your card is debited & dispatch of the goods, you will be given the option to cancel the order if not satisfied.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure (see Security and Privacy Policy), but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.  Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.

Shipping & Delivery

All orders are shipped with either Royal Mail (1st class mail recorded delivery or Airsure) or TNT and are both tracked and insured.  We aim to dispatch orders within 2 working days subject to stock availability (working days being Monday - Friday inclusive).  All deliveries will require a signature so please ensure that someone will be at the delivery address to accept the goods. We do not ship to PO Boxes.

UK

UK orders are shipped with either Royal Mail 1st class recorded delivery (small, lower value items only), Special Delivery Next Day 1pm, Special Delivery Next Day 9am or TNT.  These services are fully track-able and once dispatched we will email you the consignment number for you to track the progress of your order via www.royalmail.com or www.TNT.com.  Prices for shipping will be calculated on our site and displayed before checkout.

Orders with Special Delivery Next Day 1pm and Special Delivery Next Day 9am must be placed before 3pm. Orders placed after 3pm will be shipped following day.

Europe

European orders are shipped with either Royal Mail Tracked & Signed (small, lower value items only) or TNT.  These services are fully track-able and once dispatched we will email you the consignment number for you to track the progress of your order via www.royalmail.com or www.TNT.com.  Prices for shipping will be calculated on our site and displayed before checkout.

Rest of World

All orders are shipped with either Royal Mail Tracked & Signed (small, lower value items only) or TNT.  This service is fully track-able and once dispatched we will email you the consignment number for you to track the progress of your order via www.TNT.com.  Prices for shipping will be calculated on our site and displayed before checkout.

Important Information

Any customs or import duties are levied once the package reaches its destination country.  Additional charges for customs clearance must be borne by the recipient.  We have no control over these charges and cannot predict what they may be.  Customs policies vary widely from country to country; we recommend you contact your local customs office for further information.

In the unlikely event of a lost parcel we will either send out a replacement item or refund in full if a replacement is not available.  A parcel will not be classed as lost until 20 working days has passed since the parcel's dispatch.

It is Customer responsebility to provide complete and correct delivery details. Incomplete/incorrect details  will cause delays and may result in extra cost. Any items returned to us by the delivery company due to failed delivery because the recipient either gave incorrect delivery details or was not at the delivery address when delivery was attempted will be refunded in full less shipping costs. In some cases Customer may be reqired to collect the item from his/her local delivery office.

 

Payment, Pricing & Security

Payment

You can pay by Visa, Mastercard, Maestro, Solo, Electron debit and credit cards or PayPal.  We do not accept American Express.

 

Pricing

The price that you pay is the price shown on the site which includes VAT (where applicable) and applicable delivery charges.  All items are sold in British Pound Sterling and prices shown in other currencies are offered as a guide only.  All prices on this site are for mail order only.  EmeraldM3D Ltd reserves the right to change prices listed at any time and without notice.  All orders for products are subject to availability and EmeraldM3D Ltd reserves the right to decline to supply any individual or company.  EmeraldM3D Ltd endeavours’ to ensure all prices are accurate however should a situation occur where a price has been incorrectly quoted we will notify you before your card is debited & dispatch of the goods, you will be given the option to cancel the order if not satisfied.

Security

We use Barclay’s ePDQ system to process all payment transactions and do not hold any of your confidential financial details ourselves.  At the point of payment when using Emerald M3D Ltd online shop your browser will redirect you to Barclay's where you will be requested to enter your payment details.  After the process is completed and successful you will be returned to the Emerald M3D Ltd website.  All of your payment details are handled expressly and securely by Barclay's.

 

Warranty, Returns & Repairs

Warranty

Unless expressly stated all products sold through EmeraldM3D Ltd online shop are sold without additional warranty.  All statutory rights remain unaffected. Unless stated, all of our products are new.  Any product warranty offered on products in our online shop is in addition to your specific legal rights.  All Emerald ECUs are sold inclusive of a 3 year warranty from the initial date of first purchase.  This warranty is applicable only to the original owner & is not transferable. It covers all defects in material and manufacturing but does not cover damage caused by accident, misuse, modification or damage caused by neglect.  Damage caused by failure to follow instructions provided by EmeraldM3D Ltd is also not covered.  The warranty does not cover any fully working ECU, incidental or consequential losses, the cost of return for testing or the cost of removal and re-installation.  More information on our K6 Warranty policy can be found here.

Returns

We hope that you will be completely satisfied with your purchase as we make every effort to give you the best products and service.  However, if you do wish to return any item ordered from EmeraldM3D Ltd please contact us immediately to inform us of your reasons.  You may return any of our products within ten days of receiving them, where upon we will be happy to exchange the item for a replacement or to issue a full refund (minus initial postage costs).  Any item that is returned must be in it's ORIGINAL condition*¹.

How to make a return:

1. Please contact us by email to let us know that you wish to return your item(s).  You can do this by emailing support@emeraldM3D.com or calling us on +44 (0) 1953 889 110. Please quote your name, address, order reference number, the item you wish to return and the reason for the return. If you are returning an ECU, the Serial Number is also required. 

2. We will issue you with a returns number to include with the returned item(s). 

3. Please DO NOT return items without first contacting us and obtaining a returns number (see Unauthorised Returns). 

4. Items to be returned must be in 'as new' condition, with all original packaging, labeling and full receipt.  We cannot accept goods back that have been used and/or subject to wear and tear*². 

5. Any costs incurred in returning the product(s) are the responsibility of the customer.  We recommend that you use a delivery service that insures you for the full value of the item(s) and offers a proof of delivery.  We cannot accept any responsibility for any returned products whilst they are in the postal system until an employee of EmeraldM3D Ltd has signed for the delivery. 

6. For items being returned to Emerald M3D Ltd from outside the UK please ensure that "Mail order product being returned to manufacturer for repair - do not charge duty" is stated clearly and legibly on the outside of any packaging. 

7. Our returns address is:

Emerald M3D Ltd
Unit 6 Norwich Rd Industrial Estate
Watton
Norfolk
IP25 6DR
UK

If you are returning an ECU for diagnostic/testing and/or repair and wish to speed up the above process please use our "ECU Diagnostic check and Testing" service from Emerald Services page. If you are sending from abroad please don't forget to mark the package as outlined in step 6.

This returns policy does not affect your statutory rights.

*¹ Note: All items must be returned in their “original condition” and securely and safely packaged, accompanied by any enclosed documentation and our invoice.  We will be unable to accept the return of any item where there is evidence that these instructions have not been followed or where the “original condition” appearance of the product has been degraded or marked as a result of fitment and/or use.

*² Note: Normal wear and tear, which degrades the condition and/or performance of the product, even when used competently and in accordance with the manufacturers recommendations is not covered under any included warranty policy.

Unauthorised Returns

It is customer’s responsibility to obtain authorisation and/or contact us with required information regarding returned item as outlined in our Return Procedure above. However, in the event of receiving an unauthorized return of an ECU we will do our best to notify the customer of the situation if there are enough contact details provided to do so, such as phone number or email address. If no such details are available to us we will use the original details that are recorded against ECU’s serial number, this means we will contact the original purchaser. Once contact with customer is established we will follow our Return Procedure. Where contact cannot be established the ECU/other product will be put to aside and will not be dealt with until we hear from the sender. If, during Return Procedure, it is established that the product should not have been returned to us it will be shipped back to customer only at their expense. Shipping cost will be calculated by our website.

Repairs

Should you find fault with your Emerald ECU please contact us by email straight away support@emeraldM3D.com.  If rectification of the issue cannot be achieved remotely it may be necessary to return the ECU to EmeraldM3D Ltd for testing.  For ECU's covered by warranty and whereby any fault present is deemed by EmeraldM3D Ltd to be the result of defective material or manufacturing, any subsequent repairs shall be provided free of charge.  In the event that the fault present is deemed unrepairable by EmeraldM3D Ltd, a new replacement ECU shall be provided free of charge.   Postal/courier charges for the return of ECU's to EmeraldM3D and/or for the return of repaired ECU's to the customer are not covered by warranty.

For ECU's not covered by warranty (see Warranty) a flat rate testing/diagnosis fee of £50.00 exc VAT is applicable.  Once tested and the fault diagnosed a quotation for full repair of the ECU shall be provided.  Upon receipt of payment the necessary repairs will be carried out and the ECU returned.  All repaired ECU's carry a 12 month warranty valid only for protection against re-occurrence of any fault repaired.  EmeraldM3D Ltd reserve the right to declare any ECU returned for repair, after due testing and diagnosis, unrepairable.  Unrepairable ECU's will be returned to the customer free of charge.

We strongly encourage our customers to make sure that everything else, such as sensors, wiring, fuel pump etc., is correctly installed and fully working before returning ECU to us. Testing a fully working ECU is not covered by our warranty and will incur in £50.00 exc. VAT testing/diagnosis fee plus return shipping. Please contact us first as many problems can be rectified remotely and with less expense.

Shipping of returns and repairs

• Customer is responsible for shipping of the item to us.
• Return of repairable ECUs not covered by the warranty to the customer will incur a shipping cost calculated by our website.
• ECUs covered by warranty will be returned to the customer free of charge.
• Non-repairable ECUs not covered by the warranty will incur a shipping cost calculated by our website.

 

Privacy Policy

EmeraldM3D Ltd will never share, display, sell, or rent customers personal information with anyone without advance permission or unless ordered by a court of law.  Information submitted to us is only available to EmeraldM3D Ltd employees managing this information for purposes of contacting you or sending you emails based on your request for information.  You will never receive any unwanted email as a result of information you have given to EmeraldM3D Ltd.  We will keep a record of your purchases to enable us to deal more efficiently with any queries relating to your order.

Where TNT services are applicable, your phone number and email is required information in booking process of collection/delivery of your ordered product. We do not have control over how TNT is handling this information. To see TNT Privacy Policy please visit TNT website. By ordering from our website product that include TNT services you giving us your permission to provide them with necessary details.

 

Updating Account Information

Please keep your account information up-to-date and inform us of any change of email address or delivery address.  We will not accept responsibility for anything which results in your failure to do so.

 

Website Terms and Conditions

EmeraldM3D Ltd shall not be liable for loss or damages of any kind, including without limitation special or consequential damages, arising out of your access to, or inability to access, this site or your use of, or reliance upon, this site or the content hereof or for negligence and excludes any such liability to the fullest extent permitted by law.

The information contained in the site may contain technical inaccuracies or typographical errors and EmeraldM3D Ltd shall not be liable for any inaccuracies or errors.  In addition, EmeraldM3D Ltd has no duty to update this site or the content hereof and EmeraldM3D Ltd shall not be liable for any failure to update such information.

Further, EmeraldM3D Ltd is neither responsible nor liable for your use of other web sites which you may access via links within this site.  EmeraldM3D Ltd does not control these websites and is not responsible for their content.  These links are provided merely as a service to users of the site and inclusion in this site does not constitute an endorsement by or affiliation with EmeraldM3D Ltd.  Any goods that you order from any website to which you link from this site are subject to the terms and conditions applicable to such website and EmeraldM3D Ltd shall have no liability to you in respect of the same.  These websites may collect data or solicit personal information from you.  Those sites are not subject to EmeraldM3D Ltd’s Privacy Policy and EmeraldM3D Ltd is not responsible for the privacy policies on those sites, or the use of any information those sites may collect.

Nothing in this agreement is intended to limit any rights you may have as a consumer under any applicable law that may not be legally excluded.

 

Force Majeure

EmeraldM3D Ltd will not be liable to you in the event that it is prevented by circumstances beyond its control from delivering any product which you have ordered or for any damaged or defective goods.

Validity

If any term, condition, or provision of these terms and conditions is determined to be unlawful, invalid, void, or for any reason unenforceable, the validity and enforceability of the remaining terms, conditions and provisions shall not in any way be affected or impaired thereby.

Entire Agreement

These terms and conditions constitute the entire agreement between you and EmeraldM3D Ltd relating to the subject matter herein.  In particular you should note that nothing said by any EmeraldM3D Ltd employee in relation to the site should be taken as a variation of these terms and conditions or as a representation about the products being sold by EmeraldM3D Ltd and EmeraldM3D Ltd shall have no liability to you or any other person for any such representation being untrue.

Governing Law

Any contract between us will be interpreted, construed and interpreted in all respects in accordance with the laws of England and any dispute in relation to such contract shall be subject to the exclusive jurisdiction of the English Courts.

Ownership and Copyright

This site is owned, operated and maintained by EmeraldM3D Ltd. This site and all perceptible components hereof, including without limitation design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets) are copyright EmeraldM3D Ltd and its affiliates, or their content and technology providers.  ALL RIGHTS RESERVED.  You may only use this site and its contents in accordance with the terms and conditions of these terms and conditions.

Trademark Notice

All names, logos, trademarks and titles used in this site are trademarks or trade names of their respective holder.

Language

This website is only available in English.