F.A.Q.

On this page one can find the information on payment and delivery terms, b2b cooperation, exchange and return of goods, as well as on warranty service.

Payment + -

When placing an order, you can choose one of the preferred methods of payment for the goods:

 

For international orders:

— International payments could be made by Paypal, Paysend, Moneygram, Western Union or KoronaPay systems. We will send you the invoice to pay for the order via the selected payment system after confirmation of the order form both sides.

 

For orders on the territory of the Russian Federation:

— Cash to the courier of the transport company upon receipt of the order (upon delivery through the CDEK transport company) or cash on delivery (upon delivery via EMS Russian Post);

— Online payment on the site with debit and credit bank cards of VISA, MasterCard and MIR payment systems.

— Banking transfer. In this case, the completed payment receipt will be created after placing the order and sent to the specified email address. This method can be used by both individuals and legal entities. You can make a payment through the system of your bank through a client bank. The receipt can also be paid at any convenient bank branches.

Dealer cooperation and bulk purchases + -

If you are interested in bulk purchases of EMERALD devices or want to become our official partner or dealer in some region you could write us at info@emerald.eco . Our company is open to mutually beneficial and honest cooperation.

Delivery + -

We ship orders all over the world (excluding hard-to-reach places and places with special access regimes). Delivery within Russia takes, on average, 4-8 working days. Worldwide delivery takes around 15-30 days.

Pickup

Self-delivery of goods is possible in the city of Vladimir at the address: 600026, Russia, Vladimir city, Kuibysheva street, 26A

Pickup is also possible in Moscow at the address: 123423, Moscow, Narodnogo Opolchenia street, 34\3

This method of receiving the goods is free, but requires prior approval by the representative of the contact center of our company.

Delivery in Russia

Delivery to any cities and regions of Russia could be made by logistic companies CDEK, EMS Russian Post, PEK or Delovye Linii. At the request of the client, delivery can be made to the point of issue or terminal of the corresponding transport company or by courier «to the door». The usual delivery time to the center of the region is 3-7 working days. The delivery time to settlements that are not the centers of the regions of the Russian Federation can be additionally increased by 1-10 working days, depending on its distance and the complexity of delivery. When we send the order, the customer receives the tracking number.

International delivery

We ship our devices worldwide. The international delivery is calculated depending on the destination country and the quantity of the purchased device. To calculate the exact price of the international delivery we need the full address of the recipient (index, country, city) and the desired quantity of the purchased devices.

International delivery is made by DPD, EMS Russian Post or CDEK logistic companies. When we send the order, the customer receives the tracking number. International delivery is arranged «to the door» of the recipient and takes about 15-30 days.

Note! Our company tries to deliver the goods within a reasonable time and in all cases seeks to reduce the delivery time to a minimum. At the same time, the company limits its liability for delays in delivery times caused by the fault of third parties or force majeure circumstances.

Order execution + -

Immediately after placing an application on the website, your request will come to the company’s specialists, who, having checked the availability of the goods in the warehouse, will certainly contact you within 1 working day. Confirmation of the relevance and conditions of the order by email or phone is a prerequisite for the delivery procedure.

The use and storage of your personal data by is carried out by our company solely for the purpose of order execution. The company undertakes not to transfer your personal data to third parties. By placing an order, you agree to the processing of your personal data for the above-mentioned purposes.

 

When placing an order request, one should specify:

  • Contact phone number of the recipient.Our staff will need the phone number to agree on the terms of the order, as well as the courier service employee will need it to agree on a convenient date and time of delivery
  • Exact and complete delivery address.The delivery index must be specified.
  • Full name of the recipient.
  • Contact email, which is used solely for the purpose of fulfilling the order.

Orders are processed daily from 09:00 am to 19:00 pm, according to Moscow time (GMT+3). If you place your order overnight, it will be processed on the next business day.

In accordance with the Law of the Russian Federation «On Protection of Consumer Rights», you can refuse to accept goods in the order, and, accordingly, from paying for them. However, you cannot refuse the delivery service already provided to you. In case of refusal to accept the order, you are obliged to pay for the delivery of the order to you and back in accordance with clauses 3.4 of article 497 of the Civil Code of the Russian Federation.

Transport and storage + -

EMERALD devices for purification and activation of water and aqueous solutions do not contain harmful, toxic, flammable and explosive substances. The devices can be transported by any type of ground or air transport (except for unheated compartments in the cold season). The devices are stored in packaged form, preventing drying, freezing, direct sunlight, at a distance of at least 1 meter from heaters, at an ambient temperature of at least 5 ° C and not higher than 40 ° C, away from substances with a strong odor … The guaranteed shelf life of the product before the start of operation is 2 years from the date of production.

 

The warranty shelf life of the product is 2 years from the date of manufacture.

Exchange and return + -

The exchange and return of goods is carried out in accordance with the Law of the Russian Federation of 07.02.1992 № 2300-1 » On protection of consumer rights » and the Decree of the Government of the Russian Federation of 27.09.2007 N 612 » On approval of the Rules for the sale of goods by remote means.»            

The exchange of goods of good quality, not used, is carried out in accordance with the rules of clause 1 of article 25 of the Law of the Russian Federation «On Protection of Consumer Rights». The consumer has the right to exchange goods of good quality within fourteen days, not counting the day of purchase. Exchange of goods of good quality is carried out if the specified goods were not in use, their presentation, consumer properties, seals, factory labels and packaging preserved, and there is also a document confirming payment for the specified goods.

Attention! The purchased goods of good quality, which were in operation, are not subject to return and exchange (products and materials contacted with food products, clause 6 of the List of non-food goods of good quality, which cannot be returned or exchanged for similar goods of other sizes, shapes, dimensions, styles , colors or configuration, clause 1 of the Decree of the Government of the Russian Federation of 01.19.1998 № 55).

Exchange and return of goods are made on the basis of the Application. The decision to cancel the order prior to its transfer, return the goods after their transfer or exchange the goods, the buyer should notify our staff by calling to the contact center of the company EMERALD ECOTECHNOLOGIES by phone +7 (495) 928 77 71 or should inform us via email info@emerald.eco.

 

Goods of inadequate quality are subject to repair, markdown, exchange or return through the service department of our company. To organize it one should call us by phone +7 (495) 928 77 71 or write us by email serice@emerald.eco within the time frame and in accordance with the rules established by the Law of the Russian Federation «On Protection of Consumer Rights» and other regulations. Claims related to the transfer of goods of inadequate quality are considered by the Seller in the manner and within the time limits established by the current legislation on consumer protection.

For more detailed information on warranty service, see the section «WARRANTY» and «CLAIMS» in the operation manual for the purchased device.

Maintenance of devices + -

To achieve the maximum quality of water purification and activation in EMERALD devices, as well as to ensure hygienic and technical requirements, the user should regularly flush the device with a hot solution of citric acid. With timely and uncomplicated maintenance, your device will operate at the highest level producing the necessary results for many years.

Note! EMERALD devices do not have consumables or wearing parts. The electrochemical module and auxiliary filter elements (catalytic filter and electrokinetic filter) do not require periodic replacement, subject to the maintenance rules stated in the corresponding operation manual.

Maintenance of EMERALD device consists in regularly flushing of the entire system (including the electrochemical module and filter elements) with a solution of hot citric acid so as to remove accumulated contaminants and deposits from the device. Maintenance regularity of EMERALD devices depends on the quality of the initial water, the operating mode and is also based on user experience.

More detailed information on the maintenance of the devices is contained in the corresponding operation manuals in the section “MAINTENANCE OF DEVICES”.

To order official service by our experts, one should contact the company’s service department calling  +7 (495) 928-77-71 or writing to service@emerald.eco

Warranty and service life + -

The manufacturer guarantees the compliance of the devices with the technical specifications subject to the proper conditions of usage, transportation, storage and installation set forth in the corresponding operation manuals. The term of the free warranty service of EMERALD devices is 1 year from the date of its sale, but no more than 24 months from the date of its manufacture. In the absence of a sale date and a stamp of a trading organization, the term of a free warranty service is calculated from the production date.

The manufacturer guarantees that EMERALD devices (with the exception of auxiliary and replaceable filters / cartridges), provided that they are used correctly, will not be defective (as defined below) for 1 year from the date of purchase. It is supposed that the device has a defect if it is associated with poor-quality material or improper manufacture, or if such a defect impedes the use or impairs the end customer’s use of the EMERALD devices.

Warranty obligations are valid only if you have correctly completed payment documents and operation manual.

EMERALD ECOTECHNOLOGIES LLC is the authorized company to accept all complaints and suggestions, including warranty claims for EMERALD devices. To make claims under the device’s warranty, one can leave a request on our official website www.emerald.eco or call the company’s service department at the universal number: 8 (495) 928-77-71 or write us an email to service@emerald.eco. We kindly ask you to contact our staff before sending us any devices for troubleshooting.