Returns Policy
Returns & Refunds Policy
Thank you for shopping with Nature Earth. We want you to be happy with your purchase. If for any reason you are not completely satisfied, you may be able to return your item in accordance with the policy below.
- Return window
You have 14 days from the date your order is delivered to request a return.
If more than 14 days have passed since delivery, we are normally unable to offer a refund unless the item is faulty or your statutory rights apply.
- Eligibility for a return
To be eligible for a return, all of the following conditions must be met:
- The item must be unused.
- The item must be in its original packaging, including any seals, labels, and tags still attached where applicable.
- The item must be in the same condition in which you received it.
We may refuse a refund or apply a partial refund where items show signs of use, damage, or are not returned in their original packaging.
- How to initiate a return
To start a return, please email us at:
Include the following details in your email:
- Your full name
- Order number
- Date of purchase
- Item(s) you wish to return
- Brief reason for the return
We will respond with instructions on how and where to send your item, including the correct return address.
Please do not send any goods to an address other than the return address provided by us during the returns process, as we may be unable to identify your parcel and process your refund.
Please do not return any items before contacting us, as we may be unable to process unidentified or unauthorised returns.
- Return shipping costs
Unless an item is faulty or we have sent the wrong item, you are responsible for the cost of return shipping.
- We recommend using a tracked and, where appropriate, insured postal service, as you are responsible for the item until it reaches us.
- Return shipping costs are non-refundable unless we have agreed otherwise in writing.
- Condition on receipt and inspection
Once we receive your returned item, we will:
- Inspect it to confirm it meets the eligibility criteria above (unused, in original packaging, etc.).
- Notify you by email that your return has been received and whether it has been approved or rejected.
If the return is not approved (for example, because the product has been used or damaged), we may be unable to issue a refund. In such cases, we may offer to return the item to you at your cost.
- Refunds
If your return is approved:
- We will process your refund to your original method of payment.
- Refunds are typically processed within 1–5 working days from the date we receive the returned item.
- Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
We do not refund any original shipping charges unless the item was faulty, damaged on arrival, or sent in error.
- Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or you receive the wrong item, please contact us at hello@natureearthstore.com as soon as possible (ideally with photos of the issue).
Where an item is confirmed to be faulty, damaged on arrival, or incorrect, we will:
- Offer a replacement or refund, and
- In most cases, provide or reimburse reasonable return shipping costs or arrange a return label (where applicable).
- Non-returnable items
Certain items may not be eligible for return for hygiene, safety, or legal reasons (for example, if clearly stated on the product page). Where this applies, we will make it clear in the product description at the time of purchase.
- Exchanges
At this time we generally do not offer direct exchanges. If you wish to change an item, the usual process is:
- Return the original item in line with this policy; and
- Place a new order for the replacement item.
- Your statutory rights
Nothing in this Returns & Refunds Policy affects your statutory rights under applicable consumer law.
If you have any questions about this policy or are unsure whether your order is eligible for return, please contact us at: