Refund policy

Refunds & Returns Policy

Last updated: 27 June 2026

Thank you for shopping with the Earthful Store. We serve customers in the UK, the EU and around the world, and we want you to be happy with your purchase. If something is not quite right, this policy explains how cancellations, returns and refunds work.

1. Summary of Your Rights

The Earthful Store is based in the United Kingdom. Your statutory rights are not affected by this policy.

· UK customers have legal cancellation and return rights under the Consumer Contracts Regulations.

· EU customers have a legal right of withdrawal for most online purchases. This means you can cancel and return most items within 14 calendar days, without giving a reason.

· For orders delivered in more than one parcel, the 14-day withdrawal period starts from delivery of the last item in the order.

· Where the final day of a cancellation or withdrawal period falls on a weekend or public holiday, the deadline is extended to the next working day where required by applicable law.

· After telling us that you wish to cancel or withdraw, you must send the goods back within 14 calendar days.

· We also offer a 30-day goodwill returns period for most unwanted items, subject to the conditions below.

2. Cancelling Before Your Order Has Been Fulfilled

To do this, log in at https://account.earthful.co.uk and initiate a cancellation through your order. You can also use the “Returns & Cancellations” link in the website footer.

If your order has already been fulfilled or dispatched, you may still be able to return it under your legal withdrawal rights or our goodwill returns policy, depending on the item.

3. UK Customers: 14-Day Cancellation Rights

For most items purchased online, UK customers have the right to:

· Cancel the order within 14 calendar days of receiving it, or within 14 calendar days of receiving the last item if the order is delivered in more than one parcel;

· Return the item within 14 calendar days of telling us you wish to cancel;

· Receive a refund within 14 days of us receiving the returned item, or within 14 days of receiving proof that you have sent it back, whichever is earlier.

These rights apply in addition to our 30-day goodwill returns policy below.

4. EU Customers: Right of Withdrawal

If you are a customer in the European Union, you have the right to withdraw from most online purchases within 14 calendar days, without giving a reason.

For orders delivered in separate parcels, the withdrawal period begins when you, or someone nominated by you, receives the last item in the order. Where the final day falls on a weekend or public holiday, the deadline is extended to the next working day where required by applicable law.

To exercise your right of withdrawal, log in at https://account.earthful.co.uk and initiate a return or cancellation through your order. You can also use the “Returns & Cancellations” link in the website footer. Your request must be submitted before the withdrawal period expires.

If you checked out using a phone number only and do not have an email address linked to your order, please use the link in your SMS order confirmation to access your order and start your return or cancellation request. If you need help, please contact info@earthful.co.uk.

Once you have told us that you wish to withdraw, you must send the goods back within 14 calendar days.

5. International Customers Outside the UK and EU

Customers outside the UK and EU may also return most items under our 30-day goodwill returns policy. Please note:

· Return postage costs are the responsibility of the customer unless the item is faulty, damaged or incorrect;

· Customs duties, taxes and import charges are non-refundable;

· We recommend using a tracked postal service for international returns.

6. Goodwill Returns for Unwanted Items

You may return most unwanted items within 30 days of delivery, provided the item is eligible for return and meets the conditions below.

To be eligible for a return:

· Items must be unused, unwashed and in the same condition as received;

· Original packaging and tags must be intact where applicable;

· Proof of purchase, such as an order number or receipt, must be provided.

7. Items That Cannot Be Returned

Unless faulty, damaged, incorrect or otherwise required by law, we cannot accept returns for:

· Perishable goods;

· Gift cards or digital downloads;

· Personalised, custom-made or made-to-order items, including custom or personalised copper pieces;

· Personal or intimate items, or sealed hygiene-sensitive items, once unsealed after delivery;

· Hazardous or flammable materials.

If you are unsure whether a product can be returned, please contact us before ordering.

8. How to Start a Return or Cancellation

To start a return, withdrawal or cancellation request, log in at https://account.earthful.co.uk and initiate the request through your order. You can also use the “Returns & Cancellations” link in the website footer.

If you checked out using a phone number only and do not have an email address linked to your order, please use the link in your SMS order confirmation to access your order and start the request. If you are stuck, contact info@earthful.co.uk and we will help you.

Once your return has been approved, return items to:

Earthful Store Returns
Unit 1 The Granary
Highlands Farm
London Road, Bolney
Haywards Heath
RH17 5PX
United Kingdom

Return postage costs are the responsibility of the customer unless the item is faulty, damaged or sent in error. If you are returning an item under your UK cancellation rights or EU right of withdrawal, you are responsible for the cost of return postage.

9. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us at info@earthful.co.uk within 30 days of delivery. Please include your order number and, where possible, a photograph of the issue.

Where an item is faulty, damaged or incorrect, we will arrange a suitable remedy, such as a replacement or refund, and we will cover reasonable return postage costs where a return is required.

10. Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds will be issued to the original payment method.

For UK cancellation rights and EU withdrawal returns, we will refund within 14 days of receiving the returned goods, or within 14 days of receiving proof that you have sent them back, whichever is earlier. We may withhold the refund until we have received the goods back or received proof that they have been sent back.

Where your legal cancellation or withdrawal rights apply, we will refund the price paid for the returned item and the standard delivery charge paid for the original order, where applicable. We do not refund extra delivery costs for upgraded, premium or express shipping beyond the standard delivery option.

For goodwill returns outside your legal cancellation or withdrawal rights, original delivery charges are not refunded unless the item was faulty, damaged or incorrect.

Please allow additional time for your bank or card provider to complete the transaction.

11. Exchanges

We replace items only if they are faulty, damaged or incorrect. If you would like a different item, please return the original purchase and place a new order.

12. Sale Items

Sale items have the same statutory cancellation, withdrawal and faulty goods rights as full-price items. Outside those legal rights, sale items may be returned under our goodwill returns policy where eligible.

13. Gifts

If an item was marked as a gift and shipped directly to the recipient, a gift credit may be issued once the return is received. Otherwise, refunds are issued to the original purchaser and original payment method.