Refund policy
At Emerald and Earth, we take care in selecting, packaging, and sending each item.
We understand that occasionally issues may arise, and this policy sets out how these will be handled.
Your Consumer Rights
Nothing in this policy affects your statutory rights under Irish law, including the European Union (Sale of Goods) Regulations 2022 and the Sale of Goods and Supply of Services Act 1980.
Change of Mind
If you have changed your mind, you may return your item within 14 days of delivery.
To be eligible:
- Items must be unused, in their original condition, and in the original packaging
- You must contact us in advance at hello@emeraldandearth.com with your order number and reason for return
Once we receive and inspect the item, a refund will be issued to your original payment method, excluding original shipping costs.
You are responsible for return shipping costs unless the item is faulty or incorrect.
Faulty or Defective Goods
If you believe an item is faulty, you must notify us as soon as reasonably possible after becoming aware of the issue and provide details. We may request photographic or video evidence to assist with initial assessment.
All items must be returned to us for inspection before a final determination is made.
Where a fault is confirmed, we will provide a remedy in accordance with your statutory rights. This may include:
- Repair of the item
- Replacement of the item
- Refund, where repair or replacement is not possible or proportionate
We reserve the right to determine the most appropriate and proportionate remedy in the first instance.
Inspection Requirement
Returned items will be inspected upon receipt. No refund, repair, or replacement will be issued until inspection has been completed.
Assessment will be based on the condition of the item at the time of inspection and all available evidence.
If an item is found not to be faulty, or if the issue is due to wear and tear, accidental damage, misuse, or external factors, we reserve the right to refuse a refund or replacement.
Condition of Returned Items
Items must be returned in a condition that allows for proper inspection.
We reserve the right to refuse a claim where:
- The item has been tampered with, altered, or opened (where sealed) in a way that affects our ability to assess the fault
- Damage has been caused by improper use, handling, or storage
- The defect cannot be verified upon inspection
Return of Faulty Goods
Customers are responsible for returning items to us for inspection.
Where a fault is confirmed following inspection, reasonable return postage costs will be reimbursed upon provision of proof of postage.
We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Non-Returnable Items
The following items cannot be returned unless faulty:
- Digital downloads
- Sale items
- Custom-made or personalised products
- Gift cards
How to Return
Contact us at hello@emeraldandearth.com to begin the return, including your order number and a brief description of the issue.
Repackage the item securely and post it to the return address provided in our reply.
We recommend using tracked postage.
Refund Timeframes
Refunds are processed within 5 to 7 working days of receiving and inspecting your returned item. Depending on your payment provider, it may take additional time for the refund to appear in your account.
Need Help
If you have any questions regarding your order, please contact hello@emeraldandearth.com. We will handle all queries in line with your statutory rights and this policy.