Refund policy


OVERVIEW

We want you to be completely satisfied with your purchase from Earthside LTD. This Returns & Refund Policy outlines your statutory rights and our procedures for returns, refunds, and exchanges in compliance with UK consumer law.

Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected by this policy.

1. YOUR LEGAL RIGHT TO CANCEL (COOLING-OFF PERIOD)

If you are a consumer purchasing online or by phone, you have the legal right to cancel your order within 14 days of receiving your goods without giving any reason.

  • The cancellation period will expire 14 days after the day you receive your goods.

  • To exercise this right, you must inform us in writing (email is acceptable) before the 14-day period expires.

  • You must return the goods within 14 days of telling us you wish to cancel.

We will refund you the total amount paid, including the cost of standard delivery, within 14 days of receiving the returned goods or proof of return postage — whichever is earliest.

2. HOW TO CANCEL AN ORDER

To cancel, email contact@earthside.store with:

  • Your name

  • Order number

  • Details of the item(s) you wish to return

You may also use the UK Government’s model cancellation form, but this is not mandatory.

3. RETURN CONDITIONS

For cancellations under the cooling-off period:

  • Goods must be returned unused, in their original packaging, and in a re-saleable condition.

  • You are responsible for return shipping costs unless the goods are faulty or not as described.

For faulty or misdescribed goods:

  • You have the right to a free return and a full refund, repair, or replacement.

  • We will cover reasonable return shipping costs.

4. EXCEPTIONS TO RETURNS

The following items cannot be returned unless faulty:

  • Personalised or custom-made goods

  • Perishable goods (e.g. food, flowers)

  • Hygiene-sensitive items (including underwear, swimwear, and cosmetics) if worn, tried on without protective garments, or handled in a way that makes them unsuitable for resale

  • Digital downloads once accessed

5. FAULTY OR DEFECTIVE ITEMS

Under the Consumer Rights Act 2015:

  • You have 30 days from receipt to reject faulty goods for a full refund.

  • After 30 days, we may offer a repair or replacement in the first instance.

  • If repair or replacement is not possible or unsuccessful, you are entitled to a refund.

6. HOW TO RETURN ITEMS

Please email contact@earthside.store for the return address.

  • Package items securely to avoid damage during transit.

  • Include your name, order number, and reason for return.

  • We recommend using a tracked postal service for proof of return.

7. REFUNDS

Once your return is received and inspected, we will confirm receipt and process your refund.

  • Refunds will be issued to your original payment method.

  • We aim to process all refunds within 14 days of receiving the returned goods.

8. CONTACT US

If you have any questions about our Returns & Refund Policy, please contact:
Email: contact@earthside.store