Refund policy

Overview

Thank you for shopping with theeasternloomx.shop.

This Return and Refund Policy explains how we handle cancellations, returns, faulty goods, damaged products, incorrect products, exchanges and refunds.

Our policy is intended to operate alongside applicable UK consumer protections.

Nothing in this policy excludes, restricts or replaces any statutory right that cannot legally be excluded.

For return or refund enquiries:

Email: info@theeasternloomx.shop

1. Right to Cancel Eligible Online Purchases

For most eligible products purchased online, UK consumers generally have the right to cancel without giving a reason.

Customers normally have 14 calendar days after receiving eligible goods to notify us that they wish to cancel.

After notifying us of cancellation, customers generally have a further 14 days to return the goods.

To request cancellation, contact:

info@theeasternloomx.shop

Please provide your order number, name, email address used for the purchase and details of the product or products concerned.

2. How to Start a Return

Before returning a product, please contact us for return instructions.

Your request should include sufficient information for us to identify your purchase.

Where appropriate, we may request photographs of a faulty, damaged or incorrect product.

Please do not automatically send a return to an address shown on the original shipping parcel.

A fulfilment centre, carrier facility or dispatch address is not necessarily an authorised customer-return location.

3. Return Deadline After Cancellation

Where the statutory cancellation right applies, returned goods should be sent back without undue delay and normally within 14 days after you notify us that you are cancelling.

Customers should retain reasonable proof of return until the return has been completed.

4. Condition of Change-of-Mind Returns

Customers may inspect goods to establish their nature, characteristics and functioning.

Where reasonably possible, returned products should include the accessories, components and other materials originally supplied.

Original packaging should also be included where reasonably available.

Where permitted by applicable law, we may reduce a refund if the value of a product has been diminished because the customer handled it beyond what was reasonably necessary to inspect it.

5. Change-of-Mind Return Shipping

Where an eligible customer changes their mind, the customer will normally be responsible for the direct cost of returning the goods unless we agree otherwise or the law requires us to bear the cost.

Customers should use an appropriate shipping method.

We recommend retaining:

• Proof of postage;
• Carrier receipt; and
• Tracking information where available.

6. Faulty Goods

If an item is faulty, materially misdescribed, not of satisfactory quality or otherwise does not meet applicable contractual requirements, please contact us promptly.

Contact:

info@theeasternloomx.shop

Please include:

• Your order number;
• A description of the problem; and
• Photographs or video where reasonably useful to demonstrate the issue.

UK law provides remedies for qualifying faulty or non-conforming goods, and the remedies available can depend on the timing and circumstances of the claim.

7. Short-Term Right to Reject

Where the Consumer Rights Act 2015 gives a consumer the short-term right to reject qualifying faulty goods, nothing in this policy removes that right.

Where such a right is validly exercised, we will provide the remedy required by applicable law.

8. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible.

Where available, keep the original packaging and provide photographs showing:

• The damaged product;
• Outer packaging;
• Inner packaging; and
• Shipping label.

This information may assist us in determining how the damage occurred.

Failure to provide photographs does not automatically remove statutory rights where a genuine claim can otherwise be established.

9. Incorrect Products

If you receive an item different from the product you ordered, contact:

info@theeasternloomx.shop

We will review the order and arrange an appropriate remedy.

Where the incorrect item was supplied because of our error, applicable return costs will be handled according to consumer law.

10. Missing Items

If part of your order is missing, first check whether your order was dispatched in more than one parcel.

If all expected packages have arrived and an item remains missing, please contact us.

We will review available order and fulfilment information.

11. Products Excluded From Ordinary Change-of-Mind Cancellation

Certain types of goods may be excluded from the normal statutory cancellation right where applicable legal conditions are satisfied.

Examples can include certain clearly personalised or custom-made goods, rapidly perishable products and certain sealed hygiene-sensitive goods once unsealed.

Such exclusions do not remove statutory rights relating to faulty or misdescribed goods.

12. Customised or Personalised Products

If a product is manufactured or altered specifically according to customer specifications or is clearly personalised, the ordinary change-of-mind right may not apply where permitted by law.

However, customers retain applicable rights where a personalised item is faulty, damaged, incorrectly supplied or materially different from what was ordered.

13. Sale Items

Statutory rights relating to faulty or non-conforming goods apply regardless of whether an item was purchased at its regular price or at a discounted price.

A promotion or sale does not remove applicable legal remedies.

14. Refund Amount

Where a customer is entitled to a full refund, we will refund the amount required by applicable law.

Where legally permitted, a deduction may be made for diminished product value resulting from excessive handling.

No unlawful deduction will be applied.

15. Original Standard Delivery Cost

theeasternloomx.shop provides:

FREE STANDARD SHIPPING ON ALL ORDERS

Accordingly, there is normally no standard outbound delivery charge to refund.

If a paid premium shipping option is made available in a particular transaction, any applicable delivery-cost refund will be handled according to legal requirements.

16. Refund Timing

For qualifying distance-sale cancellations, refunds must generally be made within the statutory timeframe. For returned goods, UK government guidance states that a refund is generally due within 14 days after the seller receives the goods back.

Where permitted, we may wait until we receive the returned product or satisfactory evidence that it has been returned.

17. Refund Method

Refunds will normally be issued to the original payment method unless another method is expressly agreed and legally permissible.

If a customer has a legal right to a monetary refund, we will not require that customer to accept store credit instead.

18. Payment Provider Processing Time

After we issue a refund, banks, card providers and payment processors may require additional time to post the transaction to the customer's account.

Such external payment-processing time is outside our direct control.

19. Exchanges

Where operationally available, we may offer an exchange.

Exchange availability depends on product stock and the circumstances of the request.

If a requested replacement is unavailable, another appropriate remedy may be provided.

Offering an exchange does not restrict statutory consumer rights.

20. Cancelling Before Dispatch

Customers wishing to cancel before dispatch should email:

info@theeasternloomx.shop

as soon as possible.

We will make reasonable efforts to stop fulfilment.

However, because order preparation can begin shortly after checkout, we cannot guarantee that an order can be intercepted before dispatch.

If dispatch has already occurred, applicable cancellation and return rights remain available.

21. Refused or Unclaimed Parcels

Refusing delivery does not necessarily provide us with sufficient notice that a customer wishes to exercise a cancellation right.

Customers intending to cancel should contact us directly.

If a parcel is returned to us because it was refused or unclaimed, any refund will be handled according to this policy and applicable law.

22. Proof of Purchase

We may request reasonable proof that an item was purchased through theeasternloomx.shop.

Evidence may include:

• Order number;
• Order-confirmation email;
• Payment record; or
• Other reasonable evidence of purchase.

23. Suspected Fraud

We may investigate return claims reasonably suspected to involve fraudulent activity, product substitution, deliberate damage or materially false information.

This provision does not allow us to reject valid statutory consumer claims.

24. Contact Us

For returns, cancellations and refunds:

theeasternloomx.shop
Email: info@theeasternloomx.shop

Nothing in this policy affects statutory consumer rights.