Refunds & Returns

RETURNS POLICY

Updated 07/05/2021

A customer can request a full or partial return request, for any reason, within 14 days of receiving the order.

If the goods are faulty or damaged on arrival, you can make a full or partial return request, within 30 days of receiving the order. 

If your return request is accepted, you will have 14 days from the date of acceptance to return the items to us. Any returns outside of this period will not be accepted. In this circumstance we may return the items back to you or offer only a partial refund. This does not affect your statutory rights.

HOW CAN I REQUEST A RETURN OR REFUND?

  • Click Return My Order and use our online return service to make a request. You will need your order details. 
  • Alternatively, you can make this request using the following email address; orders@ecoearthmarket.com.

DO I HAVE TO PAY FOR POSTAGE?

You will have to pay return postage for your item, unless the return is for the following reason(s).

  • Item is faulty or damaged upon arrival. 

In this circumstance we will refund your return postage costs on receipt of the order. We expect your return postage to be of a reasonable cost and will not refund excessive postage costs. We suggest using a tracked service but do not reimburse for extra costs incurred through special or guaranteed services. You should email us the receipt of any return postage you are eligible to claim for  to orders@ecoearthmarket.com

WHAT IS A REASONABLE COST FOR RETURN POSTAGE?

Depending on weight, we expect your return postage costs to be no more than £15 for up to 5kg. If your return costs are more than the brackets detailed below we will not reimburse you for the additional amount.

Under 1kg = Up to £5

Under 2kg = Up to £10

2 - 5 kg = Up to £15

WHAT GOODS ARE ELIGIBLE FOR RETURN?

To be eligible for a full or partial return with a full refund - minus return postage, you must make a request within 14 days of receiving the order. The item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To be eligible for a full or partial return with a full refund, including postage. You must make a request within 30 days of receiving the order. The item must be faulty or damaged upon arrival. 

Several types of goods are exempt from being returned whilst some can be returned under certain conditions. To find out more please read the information below.

Non-returnable items: 
- Gift cards.

We cannot accept returns on some sanitary/hygiene products even if they are unopened. These include but are not limited to: Cotton swabs, toothbrushes, dental floss, face masks, interdental brushes, deodorants, sunscreen, konjac sponges, plasters.

We can accept returns on some sanitary/hygiene products aslong as they are unopened. These include but are not limited to: Toothpaste, toothpaste tablets, soaps, shampoos, conditioners, razors, kitchen roll, toilet paper, makeup, creams, lotions, oils, butters.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned outside of the conditions of this policy.

REFUND POLICY

If your return request has been accepted. You will be eligible for a refund when we receive the order. Once your return is received and inspected, we will send you an email to confirm your return and refund. You will then be issued the applicable refund for your order.

WHEN DO I GET MY REFUND?
Refunds are usually sent to the original method of payment for your order. The timeframe for a refund depends on how you made your payment. Most refunds to debit and credit accounts will be processed within 3 - 5 working days. However, payments made from paypal and some other accounts can take anywhere from 10 to 30 working days.

Please note: We do not offer Bitcoin refunds and instead will verify your bank details with you in order to make a bank transfer.

WHATS THE STATUS OF MY REFUND?
You will receive an email to confirm the processing of your refund. You can email us at anytime to check the status of your refund, however, once the refund has been processed, it is then up to the banks to make the funds available to you. If you haven’t received an expected refund yet, please first check with your bank or credit account. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: orders@ecoearthmarket.com

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