Terms & Conditions
The promoter and supplier of products and services described in this website is E C More t/a EMA Heritage ("we", "us", "our"). Our contact details are shown at the bottom of each page. Ordinarily we only supply products and services to customers resident in the United Kingdom and the Isle of Man.
In using this website or placing an order with us, you the customer agree that our promotion and the supply of products and services described in this website shall be subject to the following Terms and Conditions unless we agree otherwise with you:
IMPORTANT: Due to the Covid-19 pandemic and travel, meeting and other restrictions imposed by local and national governments, the completion time of orders is likely to be longer and the collection / posting / delivery of orders is likely to be impacted. Where necessary, we will retain completed orders ready for collection / posting / delivery when the relevant restrictions are lifted.
Enquiries about the scope, availability and prices of our products and services can be made by telephone or by email (or by normal post if you do not have email). Where requested or appropriate, we will provide you with a specific written quotation for the supply of products and services from us, valid for 45 days.
Placing an Order
To order our products and services (on a 'first come, first allocated' basis), you should contact us by email (or by telephone or by normal post if you do not have email) and provide your full contact details (name / email and postal addresses / phone number) and a clear description of the products, quantities and associated services you wish to order from us.
Where we have provided you with a recent and still-valid written quotation for the supply of products and services, you should confirm to us by email (or by telephone or by normal post if you do not have email) that you wish to proceed with an order and reference that quotation.
We will summarise your order for products and services to be supplied by us in an Order Confirmation & Invoice document that we will send to you by email (or by normal post if you do not have email). You should check the information shown in the document carefully and promptly advise us of any errors or discrepancies.
The document will also set out:
the total amount payable for the products and services to be supplied by us;
the amount of any deposit payment required before we commence work on your order, or to reserve a product still in development;
the amount of any balance which will become due for payment on our completion of your order, prior to its collection / posting / delivery;
the way(s) you can pay us;
the collection / posting / delivery arrangements for your order.
Our models, display tracks, dioramas and custom size display bases / cases are normally made to individual customer order. Therefore if you are entitled and subsequently wish to cancel your order, any payment you have already made for the order will only be refunded in exceptional circumstances and at our discretion.
Products in Development
Prices indicated on this website for products still in development (and associated services) are estimated prices and may change when the products and services become available for supply.
If you order a product still in development (commonly referred to as "pre-ordering"), then unless a deposit payment is required, an Order Confirmation & Invoice document will be sent to you only when the pre-ordered product becomes available for us to supply to you.
We will acknowledge receipt of your pre-order by email (or by telephone or by normal post if you do not have email). We may advise that a particular product has already sold out or will not otherwise be available for supply by us. In such an event, your pre-order will automatically cancel although we will add you to a reserve waiting list.
If the actual price for supplying a pre-ordered product (or associated service) is more than the estimated price we display on this website at the time of your pre-order, you will have the opportunity to re-confirm your order with us or to cancel your pre-order with any deposit payment being refunded in full.
Otherwise, where a deposit payment is required to pre-order a particular product, if you are entitled and subsequently wish to cancel your pre-order, the deposit payment will only be refunded in exceptional circumstances and at our discretion.
Availability & Changes
There can be a delay in updating this website with regard to the continuing development, scope and availability of our products and services. We may amend the description of or withdraw particular products and services without giving prior notice. In addition, our ability to supply products and services to you is dependent upon other persons and organisations supplying us with necessary components, services and materials.
If we are not able to complete your order for reasons which are beyond our control, we may cancel the relevant part of your order and promptly refund the amount you have paid for the products and services which we are not able to supply. That will be the extent of our liability for not being able to supply products and services which you have ordered from us.
Your Consumer Rights
If you are a non-business customer ordinarily resident in the United Kingdom, you have a number of statutory rights afforded to you by the Consumer Contracts Regulations 2013 when placing an order with a retailer at a distance (i.e. online, by telephone or by exchange of correspondence), including a minimum 14 days 'cooling off' period during which you may cancel your order, although exceptions do apply including for made-to-order products and for services we have already started to provide.
Click here to view the explanation by Which? of your consumer rights under the Consumer Contracts Regulations 2013.
Where you have the right to cancel your order after its collection / posting / delivery and choose to do so, arranging its safe return to us and paying the return cost will be your responsibility.
Before returning any unwanted or faulty product to us, you should contact us by telephone or by email to advise us of your intended return and to avoid any delay in our processing of the return or a subsequent refund, repair or replacement.
All returns should be sent (or delivered in person with prior arrangement) to our address shown at the bottom of this page.
Ways to Pay Us
The method(s) of payment available for your order will be set out in our Order Confirmation & Invoice document. You can normally pay for our products and services by direct bank transfer or personal cheque (drawn on a UK bank account).
All payments are required in pounds sterling (GBP £). When paying by personal cheque, you should allow time for the cheque to clear through the banking system.
Collection, Posting or Delivery
We will confirm to you by email (or by telephone or by normal post if you do not have email) that your order is complete and ready for collection / posting / delivery and that an outstanding balance payment (if any) is due and payable prior to collection / posting / delivery.
You are invited with prior arrangement to collect your order in person from our address in Alton (Hampshire) or at exhibitions we might attend and thereby save on packaging and posting or delivery costs.
For smaller, less fragile products, we package and post by tracked and insured Royal Mail / Parcelforce services. We will confirm to you when your order has been posted. The delivery time after posting can vary, typically up to 5 working days for most UK delivery addresses, up to 7 working days for UK Highlands & Islands and Isle of Man delivery addresses, and up to 12 working days for European Union delivery addresses. If your order has not arrived within the timescale indicated, please contact us promptly by email or by telephone. In all cases, for us to consider a replacement (if available) or a refund for an undelivered item, you must notify us of the non-delivery within 20 calendar days after the date of posting.
For larger and more fragile products, we can arrange a direct door-to-door delivery service to many (but not all) parts of England & Wales only. We do not send larger and more fragile products by commercial carrier, nor do we offer a protective packing service for their collection by commercial carrier.
IMPORTANT: Due to the Covid-19 pandemic and travel, meeting and other restrictions imposed by local and national governments, the collection / posting / delivery of your order is likely to be impacted. Where necessary, we will retain completed orders ready for collection / posting / delivery when the relevant restrictions are lifted.
Your Personal Information
Links to Third Party Websites
Our website contains links to third party websites (including social media pages) that are independent of us and not controlled by us. These links are provided only for your convenience of access and general interest. We neither endorse nor approve any content, products or services available on any other website. We shall not be liable for any loss or damage (including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits) arising out of or in connection with your use of the links.
The contents of this website, including all images, graphics and text, are subject to copyright.
You may download and save an image from our website if it is for your own, non-commercial, personal use. You may also share an image from our website to an online social media platform (e.g. Facebook, Twitter, Instagram) provided you include sufficient identifiers to show where the image has originated from (e.g. 'Image courtesy www.ema-heritage.com').
You must seek our permission before using an image, graphic or other creative material from our website for any other purpose. A license fee may be required.