Shipping & Returns

 

What do I do if I have received a faulty product or the wrong item?

If upon inspection your order contains a material fault or you receive an incorrect item, please contact us before returning the item. To ensure a fast resolution please enclose the following:

• Your order number/email address registered with us, if different from the one used to contact us.

• Images of the faults/defects

• ISBN/EAN of the incorrectly received item(s)

If we request you to return your order please do so within 30 days of receipt.

After complete satisfaction of the return items. We could provide you an exchange if the products is still available otherwise, a refund will be initiated

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What do I do if I receive a damaged item?

In the event that your order arrives damaged please accept our apologies. In order to investigate the issue promptly, please contact us within 7 working days. Please ensure you provide us with your order number and images of the damaged item:

• Images must depict the damage caused. The images you send must also include the packaging the items arrived in including the delivery note. If we request you to return your item, please do so within 30 days of receipt.

Elmac-Marketplace cannot be held liable for return postage costs of orders returned without prior agreement.

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Why do I have to supply images of damaged/defective items?

Supplying us with images of any damaged/defective items enables us to ensure that the best resolution is provided. Images also help us to ensure that our remaining stock is fault/damage free.

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Do you accept returns?

Here at Emac-Marketplace we want you to be 100% satisfied with your purchase. Please contact us before you return item(s). Item(s) must be returned within 30 days for a replacement of the same item or a refund.

For a refund or replacement the items need to be returned:

• In their original condition; ideally in the original packaging provided.

• To the correct return address as it will be provided by us

• Within 30 days of receiving the item

• With a copy of the delivery invoice (Included by us within the package when dispatched)

• CDs and DVDs must be returned with their holographic seal or shrink-wrap intact.

• Also Product(s)  must be returned with their original seal or shrink-wrap intact

• Any other item must be returned in a new condition with its original packaging and accessories.

It is your responsibility to ensure the safe return of the item(s) to us. If you return a high-value item, we recommend you use a recorded delivery service. For all returned orders we would advise you obtain a proof of postage from your chosen carrier.

If the item is being returned due to damage or a product fault, and you have contacted us prior to returning it, your postage costs will be refunded upon receiving proof of a valid postal receipt.

To ensure that a prompt replacement or refund is provided, please see the following guidelines when returning your order:

1. Make a copy of the order invoice included within the package and clearly state the: Order number, email address and the reason for returning the item(s).

2. Enclose the above within the package and use the returns address sticker included on the packing slip provided.

3. Address of the package will be provided to you upon receiving an authorised return.

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How will I be refunded?

You will be refunded to the same payment method used when placing the order. We are not able to make cash refunds. We will issue the refund within 14 days of the return being received, though it can take up to 30 days to appear on your credit card statement.