Refund policy
Last updated: 4 October, 2026
We want you to be happy with your purchase. If you change your mind about an order, or if something is wrong with a product, this policy explains your options.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will do our reasonable best to cancel the order before dispatch.
If the order has not yet been dispatched and we are able to cancel it, we will refund the payment in full to the original payment method.
Once an order has been dispatched, our statutory cancellation procedure below will apply.
2. Your 30-Day Right to Cancel
If you are a consumer purchasing goods online, you generally have the right to cancel your contract without giving a reason.
You have 30 days from the day after you receive the goods to tell us that you wish to cancel.
If your order is delivered in multiple parts, the cancellation period normally begins when you receive the final item.
To exercise your right to cancel, please contact us.
You can simply tell us that you wish to cancel your order. You do not have to give a reason.
Standard Cancellation Wording
You may use the following wording:
"I hereby give notice that I wish to cancel my contract for the following goods: [order number / description].
Ordered on: [date]
Received on: [date]
Name: [name]
Address: [address]"
You may also use your own wording, provided it clearly communicates your decision to cancel.
3. Returning the Goods
After telling us that you wish to cancel, you must return the goods to us without undue delay and normally within 30 days.
Unless the goods are faulty, incorrect or not as described, you are normally responsible for the direct cost of returning goods when exercising the statutory right to cancel.
We recommend using a tracked delivery service and keeping proof of postage.
You are responsible for taking reasonable care of the goods while they are in your possession.
You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you would be able to examine them in a shop.
If goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may be entitled to make a deduction from the refund to reflect that reduction in value.
We do not charge any restocking fees.
4. Refunds
Once you cancel your contract, we will refund the money you have paid for the goods and the cost of our standard delivery service.
If you selected a more expensive delivery option, we are only required to refund the cost of the standard delivery option.
We will normally issue the refund without undue delay and no later than 30 days after the earliest of:
the day we receive the returned goods; or
the day you provide evidence that you have returned the goods.
Where the law permits us to do so, we may withhold the refund until we receive the goods or evidence that they have been returned.
Refunds will normally be made using the original payment method.
Your payment provider may take additional time to show the refund in your account.
We do not charge any restocking fees.
5. Faulty, Damaged or Incorrect Goods
If an item is faulty, damaged, not as described or otherwise does not meet your statutory consumer rights, please contact us.
Please provide your order number and, where appropriate, photographs showing the problem.
We will assess the issue and provide the appropriate remedy in accordance with your statutory rights.
Depending on the circumstances, this may include a repair, replacement, price reduction or refund.
Where goods are faulty, incorrect or otherwise our responsibility, we will not require you to bear the reasonable cost of returning them.
6. Products That Cannot Be Cancelled
The statutory right to cancel does not apply to certain types of goods, including some goods that are:
- made to your specifications or clearly personalised;
- liable to deteriorate or expire rapidly; or
- sealed for health protection or hygiene reasons where the seal has been broken after delivery.
Where a particular product is subject to a statutory cancellation exception, we will make this clear before you place your order.
Nothing in this section affects any rights you may have if goods are faulty, damaged, not as described or otherwise fail to meet your statutory rights.
7. Sale Items
Products purchased during a sale or promotional period have the same statutory consumer rights as products purchased at full price.
A discount or promotional price does not remove your legal rights.
8. Contact Us
For returns, cancellations or refund enquiries:
Earthen Homewares Limited
Centaur House, Ancells Road
Fleet, GU51 2UJ
United Kingdom
Email: info@earthenhomewares.com
Phone / WhatsApp: +44 74930 74390