Returns Policy

 

1. YOUR CANCELLATION AND REFUND RIGHTS IF YOU ARE A CONSUMER

This clause 1 only applies if you are a consumer.

1.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 1.3. This means that, during this period, if you change your mind or decide for any reason that you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.

1.2 However, this cancellation right does not apply in the case of:
(a) any made-to-measure, custom-made or special order products;
(b) any product which has a security seal which has been broken or removed;
(c) any product which, for hygiene purposes, cannot be returned, including not limited to:
– fluids;
– flushing solutions.

1.3 Your legal right to cancel a Contract starts from the date the Products are dispatched to you. If the Products have already been delivered, you have a period of 14 (fourteen) days, beginning the day after you receive the Products, to cancel.

1.4 Once you have notified us of your intention to cancel under clause 1.3, you then have a further 14 days to return the Products to us.

1.5 To cancel a Contract or return a Product, please email info@theecosupermarket.co.uk with your order details, serial number (if applicable), and the reason for return. We recommend you retain a copy of your cancellation notice.

1.6 You will receive a full refund of the price you paid for the Products and any applicable standard delivery charges. If you opted for a premium delivery method, only the cost of standard delivery will be refunded. You are responsible for the cost of returning the Product to us. We will process your refund within 14 days of receiving your cancellation notice or returned Products (whichever is sooner). If the Products are faulty or misdescribed, see clause 1.8.

1.7 Refunds will be issued to the original payment method used.

1.8 If the Products were delivered to you:
(a) you must return them to us as soon as reasonably practicable and at your own risk;
(b) unless the Products are faulty or not as described, you are responsible for the cost of returning them;
(c) you must take reasonable care of the Products while they are in your possession.

1.9 You may inspect the Products and handle them as you would in a shop. However, if the value of the Products is diminished due to handling beyond what is necessary to establish their nature, characteristics, or functioning, we may reduce your refund accordingly.

1.10 If you do not return the Products to us within the timeframes set out in clause 1.4, we may decline the return or reduce your refund accordingly.

1.11 Nothing in this policy affects your legal rights regarding Products that are faulty or not as described. You can obtain advice on your rights from your local Citizens’ Advice Bureau or Trading Standards office.

2. CANCELLATION AND REFUND RIGHTS IF YOU ARE A TRADE CUSTOMER

This clause 2 only applies if you are a trade customer.

2.1 If you are a trade customer and wish to return a Product, we may agree to accept the return at our discretion, subject to the following conditions:

(a) You must notify us of your intention to return the Product by emailing info@theecosupermarket.co.uk, providing the order number, serial number (if applicable), and the reason for the return. 
(b) Products must be returned to us within 28 days of delivery.
(c) Products must be returned in their original condition, including all original outer packaging, unused, and in perfect resaleable condition.
(d) The same return restrictions outlined in clause 1.2 (e.g. personalised items, hygiene-sealed goods) also apply to trade customers.
(e) You are responsible for the cost of returning the Product to us at the address listed in the footer of our website. You are also responsible for ensuring the Products are returned safely. We strongly recommend using a tracked and insured delivery method, as we will not be liable for any damage or loss during return transit. If you request that we collect the goods, the cost of collection will be deducted from any refund due.

2.2 Where goods have already been dispatched or delivered, a 25% restocking fee will apply to all accepted returns from trade customers. This fee covers administrative and handling costs.