Last updated: 28 August 2026
At Earthmede, we want you to be happy with your purchase. If you are not completely satisfied with your order, this Returns & Refunds Policy explains how you can return products and when you may be entitled to a refund, replacement or other remedy.
This policy applies to purchases made through earthmede.co.uk.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Your Right to Cancel
If you are a consumer purchasing products online, you generally have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For most products, you have 14 days from the day after you receive your order to tell us that you wish to cancel.
After notifying us, you generally have a further 14 days to return the products to us.
You do not have to provide a reason for cancelling, although we may ask for feedback to help us improve our products and services.
2. How to Request a Return
To request a return, please contact us:
Email: hello@earthmede.com
Please include:
- Your name
- Order number
- The product(s) you wish to return
- Reason for return, if applicable
- Any relevant photographs, particularly if the product is damaged or faulty
We will provide you with the appropriate return instructions.
Please do not send products back to an address obtained from a previous order or from another source unless we have instructed you to do so.
3. Condition of Returned Products
When returning a product because you have changed your mind, you should take reasonable care of the product while it is in your possession.
Where permitted by law, you may be responsible for any reduction in the value of a product caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and functionality.
Products should, where reasonably possible, be returned:
- In their original condition
- With original packaging and accessories
- With labels and tags attached where applicable
- With any instructions or documentation supplied with the product
However, a missing or damaged package will not automatically remove your statutory cancellation rights.
4. Return Shipping Costs
If you cancel an order under your statutory right to cancel because you have changed your mind, you are generally responsible for the direct cost of returning the products to us, unless we have agreed otherwise or the law requires us to cover the cost.
If the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, we will cover reasonable return costs where required by law.
For large, heavy or bulky items, please contact us before arranging a return so that we can provide appropriate instructions.
5. Refunds
If you validly cancel your order, we will issue a refund without undue delay and generally within 14 days of:
- Receiving the returned products; or
- Receiving evidence that you have returned the products,
whichever occurs first, unless applicable law allows us to delay the refund.
Your refund will normally be made using the same payment method that you used for the original transaction, unless we have agreed otherwise.
We will normally refund the standard delivery charge you paid for the original order.
If you selected a more expensive delivery option than the least expensive standard delivery option we offered, we are generally not required to refund the additional cost.
6. Faulty or Damaged Products
If your product arrives damaged or you believe it is faulty, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- A description of the problem
- Photographs or video showing the damage or fault where possible
- Photographs of the packaging where relevant
This information can help us investigate the issue quickly.
Depending on the circumstances and your statutory rights, we may offer:
- A replacement
- A repair
- A refund
- A price reduction
- Another appropriate remedy
You should not be required to pay reasonable return costs for products that are faulty, damaged or incorrectly supplied where the law requires us to cover them.
7. Products Damaged During Delivery
Please inspect your order when it arrives.
If the product or packaging appears damaged, please take photographs before disposing of the packaging and contact us as soon as possible.
We may ask for photographs of:
- The product
- The external packaging
- Internal packaging
- Shipping labels
- Any visible damage
This helps us investigate the issue with our delivery provider.
Please note that reporting damage promptly helps us resolve the issue efficiently, but it does not remove or reduce your statutory consumer rights.
8. Incorrect Products
If we have sent you the wrong product, please contact us as soon as possible.
We will arrange an appropriate solution, which may include:
- Collection or return of the incorrect product
- Delivery of the correct product
- A replacement
- A full refund
We will cover reasonable costs associated with correcting an error that was caused by us.
9. Personalised, Bespoke and Made-to-Order Products
Certain products may be made specifically for you, personalised according to your requirements or produced to your specifications.
Where permitted by UK law, you may not have the standard 14-day cancellation right for products that are:
- Made to your specifications
- Clearly personalised
- Custom-made for you
- Otherwise exempt from the statutory cancellation right
Any applicable cancellation restrictions will be clearly communicated before you place your order.
This does not affect your statutory rights if a personalised or bespoke product is faulty, damaged, incorrectly made or otherwise does not conform to the contract.
10. Natural and Handmade Products
Some Earthmede products may be handmade or made using natural materials.
Natural materials may have variations in:
- Colour
- Texture
- Grain
- Pattern
- Shape
- Finish
- Dimensions
Minor variations that are characteristic of natural or handmade products will not necessarily be considered defects.
However, if you believe that a product has a genuine fault or is materially different from its description, please contact us and we will assess the issue in accordance with your statutory rights.
11. Excluded Products
Certain products may not be eligible for cancellation where a statutory exception applies.
For example, this may include products:
- Made to your specifications or personalised for you.
- That are sealed for health or hygiene reasons and have been unsealed after delivery, where applicable.
- That are liable to deteriorate or expire rapidly.
- Where another statutory exception applies.
If a particular product is subject to a cancellation restriction, this will be explained on the relevant product page or before you complete your purchase.
12. Exchanges
We may offer exchanges at our discretion, subject to product availability.
If you would like to exchange an item, please contact us before returning it.
Your statutory rights relating to cancellation, faulty products and incorrect products are not affected by our exchange process.
13. Refunds for Sale Items
Sale and promotional products may be returned in accordance with the same statutory rights as full-price products, unless a lawful exception applies.
A product being sold at a discounted price does not remove your statutory rights if the product is faulty, not as described or otherwise fails to meet the requirements of applicable consumer law.
14. Return of Gifts
If you received an Earthmede product as a gift, please contact us before returning it.
Depending on the circumstances, we may be able to offer an exchange or other solution.
Refunds will normally be issued to the original purchaser and payment method, unless otherwise agreed or required by law.
15. Unwanted or Uncollected Deliveries
If a delivery cannot be completed because an incorrect or incomplete delivery address was provided, or because reasonable delivery arrangements were not followed, additional delivery or return costs may apply where permitted by law.
This does not affect your statutory rights.
16. Return Address
Please do not send returns until you have contacted us and received return instructions.
Returns address:
71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
Returns email:
hello@earthmede.com
For large or bulky products, we may arrange a collection or provide specific return instructions.
17. How Long Refunds Take
Once we have processed your refund, the time it takes for the funds to appear in your account may depend on your bank or payment provider.
If you have not received your refund within a reasonable period after we confirm that it has been processed, please contact us.
18. Statutory Consumer Rights
This policy does not affect your statutory rights under applicable UK consumer protection legislation.
In particular, products supplied to consumers must meet applicable legal requirements concerning quality, fitness for purpose, description and other statutory protections.
If a product is faulty or does not conform to your legal rights, you may have additional remedies beyond our voluntary returns process.
19. Contact Us
If you have any questions about returns, refunds, damaged products or exchanges, please contact us:
Wild Thread LTD
Website: earthmede.co.uk
Email: hello@earthmede.com
Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
Please include your order number whenever possible so that we can locate your purchase quickly.
We will aim to respond to return and refund enquiries as quickly as reasonably possible.