Warranty & Returns Policy

Last updated: 22nd September 2025

This Refund & Warranty Policy explains when you can return or exchange products purchased from Emm Technology Ltd (“we”, “our”, “us”) and what warranty protection applies. This policy operates in addition to your statutory rights under UK consumer law, which remain unaffected.

1. Online Orders & Right to Cancel

1.1 If you purchase online, you have a legal right to cancel your order within 14 days of delivery without giving any reason.

1.2 To exercise this right, you must return:

  • the product box unopened with the tamper seal intact, and
  • the fit kit supplied with your order.

No returned fit kit = no refund.

1.3 Once we receive both items, we will issue a full refund to your original payment method within 14 days. You also have the option to cancel within 14 days of placing your order for any reason and receive a full refund. In addition, our extended cancellation policy lets you cancel at any time before your order is shipped. Refunds will be returned to your original payment method within 14 days of confirmation.

1.4 We do not accept returns of opened products under this right, unless faulty (see Section 4).

2. Fit-Check Kit Guarantee

2.1 If you purchase a product with a Fit-Check Kit and the cup does not fit correctly, you may return the unopened Smart Cup box and the Fit-Check Kit cup sealed in a bag within 28 days of delivery.

2.2 In this case, we will refund the full purchase price.

2.3 If the Fit-Check Kit cup is not returned sealed in its bag, we cannot issue a refund.

2.4 Returns received outside the 28-day period will not be eligible for this guarantee.

3. Opened Products

3.1 Due to menstrual cups being an intimate product, we cannot refund or replace opened products unless they are faulty.

3.2 Unless as part of the Fit-Check Kit outlined in section 2, if a product is returned opened and not faulty, no refund or replacement will be issued. Such units will not be returned to you.

4. Faulty Products (Statutory Rights)

4.1 Under the Consumer Rights Act 2015, you are entitled to the following protections:

  • Within 30 days of delivery: If the product is faulty, you are entitled to a full refund.
  • Within 6 months of delivery: If a fault develops, we will repair or replace the product free of charge. If repair or replacement is not possible, you are entitled to a refund. During this period, the burden of proof is on us to show the fault was not present at delivery.
  • After 6 months: You may still have a right to repair, replacement, or partial refund, but the burden of proof shifts to you to demonstrate the fault was present at delivery.

4.2 Faults include:

  • Product not of satisfactory quality (does not meet reasonable standards).
  • Not fit for purpose (doesn’t do what it is expected to).
  • Not as described (doesn’t match our description or marketing).
  • Doesn’t match a sample or model shown.
  • Faulty materials or workmanship.

5. Warranty (Our Policy)

In addition to your statutory rights, we provide a 1-year limited warranty on all products.

5.1 Warranty coverage:

  • Manufacturing defects.
  • Internal electronics.
  • App pairing issues not caused by user error and not fixable by firmware update.
  • Physical component failure not caused by misuse.

5.2 Warranty exclusions:

  • Normal wear and tear.
  • Damage from misuse, improper cleaning, or unapproved charging methods.
  • Cosmetic damage (e.g. scratches, discoloration, staining).
  • Issues arising from failure to follow instructions.
  • Battery degradation consistent with normal use.

5.3 Warranty remedies:

  • Primary remedy is replacement of the full product or applicator SKU (we do not replace cups or chargers individually at launch).
  • We may require the faulty product to be returned for inspection. At our discretion, this may be via physical return or video inspection.

6. Refund Processing

6.1 Refunds will be issued to your original payment method within 14 days of confirmation of eligibility.

7. How to Return

To request a return or warranty claim, please contact us first so we can provide return instructions:

Email: support@emm.co

Phone: +447309978816

Emm Technology Ltd

Unit 10 Temple Studios

Temple Gate

Bristol

United Kingdom

BS1 6QA

8. Your Statutory Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.