Returns & Refunds
Whatever the reason, you can send back any EcoHearth purchase within 30 days of delivery. This page covers the conditions, the procedure, who covers the costs and when your money returns.
- Return window
- 30 days from delivery
- Return shipping
- We pay for faulty or wrong items; you pay if you change your mind.
- Refund time
- 3 to 10 business days after the item reaches us.
- Refund method
- Same payment method you used.
1. Conditions
To qualify for a refund within the 30-day return window, the item must be unused, unwashed, and in its original condition with all tamper-evident seals and protective packaging intact. Reusable and refillable products must not show signs of use, and personal care or cleaning products must have their original seal unbroken. Items must be returned in their original recycled cardboard packaging to prevent transit damage.
2. How to send your return
- Submit a return request to [email protected] with your order number and reason for return.
- Receive an RMA return authorisation and the return address by email within 2 business days.
- Pack the item securely in its original protective packaging with all seals intact and mark the RMA number on the outside.
- Receive your refund by bank transfer within 3-10 business days after the returned item passes inspection.
3. Who pays return shipping
If the item is faulty, damaged or not what you ordered, we cover the cost: we send a prepaid label or arrange a courier pickup. If you changed your mind, you pay for return shipping; nothing else is deducted.
4. Refund timing and method
We issue the refund within 3 business days after the item passes inspection. For cash-on-delivery orders, we refund by bank transfer to an account you specify; for bank-transfer orders, the money returns to the same account. The bank usually takes 1 to 5 business days to post it.
5. What happens in each situation
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Correct item shipped, wrong item picked up | None |
| Parcel lost | After the courier traces the parcel, we resend or fully refund. | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | We refund the full item price. | Return shipping only |
6. Exchanges
For an exchange to another size, variant or product, do the return steps and place a fresh order; as soon as the returned item reaches us, we refund it. If the exchange is our fault, the new order ships free of charge.
7. Cancelling an order
You can cancel an order at no cost before it is dispatched. Send an email to [email protected] with the order number. Once dispatched, the return procedure applies.
8. Questions about this policy
Email [email protected] or call +44 131 622 4032 during Mon-Fri 09:45-18:00. We respond to every request within one business day.
- Merchant
- EcoHearth Ltd.
- Registered address
- 28 Castle Street, Edinburgh EH2 3EY, United Kingdom
- [email protected]
- Phone
- +44 131 622 4032
- Working hours
- Mon-Fri 09:45-18:00
- Registration
- Company No. SC498945