Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Eligibility & Process
To be eligible for a return, your item must be unused and in the same condition and packaging that you received it. It must also be in the original packaging, and unopened. We cannot offer refunds if package is opened due to change of mind; or dislike of taste, texture or smell.
However, in the event that you encounter a major problem due to either:
To complete your return, we require an order ID and matching email or receipt or proof of purchase with an email explaining the situation.
In some cases, a refund or partial refund may be negotiable depending on circumstance, for example:
However, in the event that you encounter a major problem due to either:
- the item having a problem that would have stopped someone from buying the item if they had known about it; or
- the item is unsafe; or
- the item is significantly different from the sample or description.
To complete your return, we require an order ID and matching email or receipt or proof of purchase with an email explaining the situation.
In some cases, a refund or partial refund may be negotiable depending on circumstance, for example:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
- Circumstances may indicate that our product is not entirely at fault.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Refunds normally take up to 48 hours.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank.
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 contact@downtoearth.green.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank.
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 contact@downtoearth.green.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with photo as soon as you encounter the problem, and send to contact@downtoearth.green and our team will resolve as soon as possible.
Missing Items on receipt of Order
If items are found to be missing on receipt of order, immediate notification is required to be sent to contact@downtoearth.green with a photo of the package as soon as it has been opened. We have checking mechanisms stating what has been sent and when, therefore to avoid any fraudulent request for replacement product, we ask for this photo and assess on a case by case basis. Please note that it is not automatically agreed, that an item will be replaced because a purchaser says they have not received.
Items Not Delivered or Lost in Transit
Note, that all items couriered are out of our hands, once the items are officially shipped from our store. If items are not delivered by the courier provider due to their mishap, we require that you email contact@downtoearth.green and we will endeavour to resolve as sender of the item, requesting a refund for the lost or undelivered item. The purchaser will receive the full refund amount that the courier pays to us, in the event that a refund is paid.