At EMR Storage Solutions Limited, we want customers to have a clear understanding of their rights and of our returns and refund procedures.
This policy explains how returns, cancellations and refunds are handled for purchases made through our website.
Where you are a consumer, nothing in this policy limits or excludes any statutory rights available to you under Irish law.
1. Who This Policy Applies To
This policy applies to purchases made through the EMR Storage Solutions website.
Certain statutory cancellation rights described below apply specifically to consumers purchasing online.
A consumer is an individual acting for purposes outside their business, trade, craft or profession.
Business customers may have different contractual rights and obligations. Any specific terms agreed in writing between EMR and a business customer will apply to that order, subject to applicable law.
2. Cancelling an Online Order — Change of Mind
If you are a consumer and purchase goods from us online, you generally have a statutory 14-day cooling-off period during which you may cancel your purchase without giving a reason.
The 14-day period begins on the day you, or a person nominated by you other than the carrier, takes physical possession of the goods.
You must notify EMR of your decision to cancel within 14 days of receiving the goods.
You then have a further 14 days from the date on which you notify us of the cancellation to return the goods.
This statutory cancellation right applies subject to the exceptions explained in Section 7 of this policy.
3. How to Cancel an Order
To exercise your statutory cancellation right, you must communicate your decision clearly to us.
You can contact us by email:
contact@emrcontainersolutions.com
Your cancellation request should include, where possible:
- your full name;
- order number;
- delivery address;
- the products you wish to return;
- and the date of your order.
You do not have to provide a reason for cancelling under the statutory cooling-off right.
We recommend keeping a copy of your cancellation request and any proof of return shipment.
4. Returning Goods After Cancellation
Once you have notified us that you are cancelling your purchase, you must return the goods without undue delay and no later than 14 days after notifying EMR of your cancellation.
The goods should be returned in accordance with the return instructions provided by EMR.
Where reasonably possible, goods should be returned in an appropriate condition and with reasonable care taken to prevent damage during transportation.
This does not affect your statutory right to inspect the goods to establish their nature, characteristics and functioning.
5. Return Costs — Change of Mind
Where you cancel a purchase because you have changed your mind, you are generally responsible for the direct cost of returning the goods, unless:
- EMR has agreed to bear the return cost;
- the goods are faulty or do not conform to the contract;
- or applicable law requires EMR to bear the cost.
For large, heavy or otherwise non-standard goods, including containers and substantial quantities of scaffolding equipment, the cost and method of return may differ from ordinary parcel returns.
Where the nature of the goods means that they cannot normally be returned by standard post, EMR will provide information about the applicable return arrangements and, where required by law, the applicable return cost before the consumer is bound by the contract.
Customers should not arrange the return of a container or other large item independently without first contacting EMR.
6. Condition of Returned Goods
A consumer has the right to examine goods to establish their nature, characteristics and functioning.
However, where goods have been handled beyond what is necessary for that purpose and their value has consequently been diminished, the consumer may be liable for the resulting reduction in value where permitted by law.
For containers and scaffolding equipment, customers should take particular care not to:
- modify the product;
- install permanent fixtures;
- damage or alter the product;
- use the product beyond what is reasonably necessary to inspect it;
- or otherwise reduce its value before returning it.
This section does not affect statutory rights relating to faulty or non-conforming goods.
7. Products Excluded From the Statutory Cancellation Right
The statutory 14-day cancellation right does not apply to every type of product.
Legal exceptions may apply to certain goods, including goods that are:
- made to the consumer’s specifications;
- clearly personalised;
- or otherwise covered by a statutory exception.
A product being large, heavy or expensive to transport does not by itself remove the consumer’s statutory cancellation right.
Similarly, a product being described as a “container” or “scaffolding system” does not automatically make it exempt from cancellation.
Where a specific product is genuinely subject to a statutory exception, EMR will communicate the applicable restriction before the consumer is bound by the contract where required.
8. Refunds for Cancelled Online Orders
Where a consumer validly exercises the statutory cancellation right, EMR will refund the payments received in accordance with applicable Irish law.
The refund will normally include:
- the price paid for the returned goods; and
- the cost of the least expensive standard delivery option offered by EMR.
If the customer selected a more expensive delivery option, EMR is not required to refund the additional amount attributable to that premium delivery option.
The refund will be made without undue delay and no later than 14 days after the consumer has informed EMR of the cancellation, subject to the statutory right to withhold the refund until:
- EMR receives the returned goods; or
- the consumer provides evidence that the goods have been sent back,
whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed.
Because EMR accepts payment by bank transfer, refunds will normally be made by bank transfer to the appropriate account.
9. When Will My Refund Be Processed?
Once the statutory conditions for a refund have been satisfied, EMR will process the refund within the applicable legal timeframe.
For a standard cancellation:
Cancellation notification: within 14 days of receiving the goods
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Return: within a further 14 days
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Refund: within the statutory 14-day period, subject to the applicable right to wait for the goods or proof of return.
The time taken for the refunded funds to appear in the customer’s bank account may depend on the customer’s bank and banking system.
10. Faulty, Damaged or Non-Conforming Goods
The statutory rights concerning faulty, damaged or non-conforming goods are separate from the 14-day cooling-off right.
If goods are faulty, damaged or do not conform to the contract, you should contact EMR as soon as possible.
Depending on the circumstances and applicable law, you may be entitled to:
- a repair;
- a replacement;
- a price reduction;
- termination of the contract;
- or a refund.
Where a fault or non-conformity arises within 30 days of receiving the goods, Irish consumer law provides a short-term right to terminate the contract and obtain a full refund in qualifying circumstances.
You do not have to use the 14-day cooling-off procedure when making a claim concerning faulty or non-conforming goods.
11. Damaged Goods on Delivery
If your goods arrive visibly damaged, please notify EMR as soon as reasonably possible.
Where possible, please:
- photograph the goods before moving or using them;
- photograph any visible damage;
- record details of the damage;
- and provide your order number.
Please contact:
contact@emrcontainersolutions.com
Reporting damage promptly helps us investigate the delivery and arrange an appropriate remedy.
However, failure to report visible damage immediately does not automatically remove statutory consumer rights where those rights otherwise apply.
12. Incorrect or Incomplete Orders
If you receive:
- a product you did not order;
- an incorrect quantity;
- missing components;
- or goods that materially differ from the product ordered,
please contact us as soon as possible.
Provide your:
- order number;
- delivery details;
- description of the issue;
- and photographs where relevant.
We will investigate the matter and provide an appropriate remedy in accordance with applicable law.
13. Returns of Containers
Containers are large and specialised products and cannot normally be returned through ordinary postal services.
If a consumer wishes to exercise a statutory cancellation right in relation to a container, please contact EMR before arranging any transportation or collection.
We will provide the appropriate return or collection arrangements.
Where the consumer is responsible for the direct cost of returning the goods under applicable law, the applicable return cost will depend on the nature and location of the goods.
Nothing in this policy removes or restricts any statutory consumer right.
14. Returns of Scaffolding Equipment
Scaffolding equipment and components must be returned using an appropriate and safe method.
Customers should contact EMR before arranging the return of substantial quantities of scaffolding equipment.
Where a consumer cancels an online purchase because they have changed their mind, the customer is generally responsible for the direct cost of returning the goods, subject to applicable law.
Where goods are faulty, damaged or non-conforming, EMR will handle the return and associated costs in accordance with the applicable legal remedy.
15. Products Made to Customer Specifications
Where a product has been made specifically to the customer’s specifications or is clearly personalised, the statutory right to cancel may not apply where the relevant legal conditions are satisfied.
This exception does not apply simply because a standard product has been selected from our catalogue.
Where EMR believes that a particular product falls within a statutory exception, this will be communicated to the customer before the customer is bound by the contract where required.
16. Business Customer Returns
The statutory consumer cooling-off rights described in this policy apply only where the customer qualifies as a consumer.
Business customers do not automatically have the same statutory cancellation rights that apply to consumers.
Returns by business customers will therefore be handled in accordance with the applicable contract, agreed commercial terms and any mandatory legal rights that apply.
For large commercial orders, EMR may agree specific return arrangements in writing before the order is accepted.
17. Refunds for Faulty or Non-Conforming Goods
Where a consumer is legally entitled to a refund because goods are faulty, damaged or do not conform to the contract, EMR will process the refund in accordance with the applicable statutory remedy.
Where termination of the contract and a refund is the applicable remedy, EMR will refund the amount legally due to the customer.
The method and timing of the refund will comply with applicable Irish law.
18. Delivery Charges and Refunds
Where a consumer validly cancels an online purchase under the statutory cooling-off provisions, EMR will refund the standard delivery charge that the consumer paid for the original delivery.
Where the customer selected a more expensive delivery option, any additional amount attributable solely to the premium option is not required to be refunded.
Where a return is required because the goods are faulty, damaged or do not conform to the contract, the customer’s statutory rights concerning delivery and return costs will apply.
19. No Unauthorised Restocking Fees
EMR does not impose a general restocking fee on consumers exercising their statutory cancellation rights.
Any reduction in a refund because of diminished value will only be applied where permitted by applicable law and where the relevant legal conditions are satisfied.
Any deduction will be explained to the customer.
20. How to Contact Us About a Return or Refund
All return and refund requests should be sent to:
EMR Storage Solutions Limited
Email: contact@emrcontainersolutions.com
Company Registration Number: 418635
Registered Office:
Unit 11 Dunboyne Business Park
Dunboyne
Co. Meath
A86 EC60
Ireland
Please include your order number whenever possible.
21. Statutory Rights
Nothing in this Returns & Refunds Policy limits, excludes or replaces any statutory rights available to consumers under Irish law.
In particular, this policy does not affect rights arising under the Consumer Rights Act 2022 or other applicable consumer protection legislation.
Where this policy conflicts with a mandatory legal right, the applicable legal right will prevail.
22. Merchant Center and Return Policy Transparency
Our return and refund information is intended to be clear, accessible and consistent with the return information provided in our Google Merchant Center settings and product data.
Where different products are subject to different legally applicable return conditions, the relevant product-level information will be used where appropriate.
Our website policy, product information, checkout information and Merchant Center return settings will be kept consistent.
Google requires merchants to clearly state their return and refund procedures, including the applicable timeframe, conditions and refund arrangements, and requires the policy to be easy for customers to find.
23. Related Policies
This policy should be read together with:
- Terms & Conditions
- Delivery & Shipping Policy
- Privacy Policy
- Cookie Policy
- Company Information
- Complaints Policy
