Returns and Refunds Policy

Last updated: 29 July 2026

At E MART, we want you to feel confident when shopping with us. This policy explains how returns, cancellations, damaged products and refunds are handled.

14-Day Change-of-Mind Returns

You may request a return within 14 days of receiving your order.

To start a return, contact us at support@emartonline.store and provide:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs or videos where relevant

After notifying us within the 14-day period, you must normally send the product back within a further 14 days.

Return Instructions and Address

Because some E MART products are shipped by different fulfilment partners, the correct return address may vary depending on the product.

If your return is eligible, we will provide the correct return address and instructions by email.

Please do not send a product to the address shown on the original parcel or to our business contact address unless we specifically instruct you to do so.

Contacting us before posting your return helps ensure that it is sent to the correct location. This requirement does not limit any statutory consumer rights.

Condition of Returned Products

For change-of-mind returns, the product should be returned:

• In substantially the same condition in which it was received
• With its original accessories, manuals and components
• In its original packaging where reasonably possible
• Securely packaged to prevent damage during return delivery

You may inspect a product as you reasonably would in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functionality.

Return Shipping Costs

For an eligible change-of-mind return, the customer is responsible for the direct cost of returning the product unless E MART agrees otherwise.

We recommend using a tracked shipping service and keeping proof of postage.

When a product is faulty, damaged during delivery, incorrect or not as described, E MART will cover reasonable return costs where a return is required.

A prepaid return label will be supplied only where confirmed by E MART or required by applicable law.

Damaged, Faulty or Incorrect Products

Please inspect your order after delivery.

Contact us promptly at support@emartonline.store if your product:

• Arrives damaged
• Is defective
• Is incomplete
• Is different from the product ordered
• Is materially different from its description

Include your order number and clear photographs or videos of the product, packaging and shipping label.

After reviewing the issue, we will provide an appropriate solution in accordance with applicable consumer law. This may include a repair, replacement, price reduction or refund.

This policy does not limit your legal rights regarding faulty goods. Under Irish consumer law, additional rights can apply separately from the 14-day change-of-mind period.

Products Excluded from Change-of-Mind Returns

Where permitted by law, change-of-mind returns may not be available for:

• Personalised, customised or made-to-order products
• Perishable products
• Sealed hygiene or personal-care products after the seal has been removed
• Products that cannot safely be returned for health or hygiene reasons after opening
• Digital content supplied immediately with the customer’s prior consent
• Other products legally exempt from the right of withdrawal

These exclusions do not remove your rights if a product is faulty, damaged, incorrect or not as described.

Order Cancellations

Contact us immediately at support@emartonline.store if you wish to cancel or change an order.

We will try to stop the order before fulfilment begins, but changes or cancellations cannot be guaranteed after an order has entered processing or has been dispatched.

If the order has already been dispatched, you may need to follow the normal return process after receiving it.

Refunds

We will notify you after receiving and reviewing your return.

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to display the refund in your account.

Where the statutory right of withdrawal applies, refunds will be processed within the legally required period. We may withhold the refund until we receive the returned product or you provide evidence that it has been sent back.

Where required by law, the refund will include the original standard delivery charge. Any additional cost paid for express, premium or upgraded delivery may not be refundable.

Exchanges

We do not guarantee direct exchanges.

Where an exchange is unavailable, you may return an eligible product and place a new order for the preferred product.

Refused and Undeliverable Packages

If a package is refused, unclaimed or returned because an incorrect or incomplete address was provided, any refund may be reduced by reasonable shipping or handling costs, where permitted by law.

Contact Us

For all return and refund enquiries, contact:

E MART
Email: support@emartonline.store
Phone: +353 83 880 2538

Please include your order number in all order-related messages.