Returns Policy

1 – WEBSITE ORDERS

You can cancel up to 14 calendar days from the day after you receive your order. If 14 days have passed since that date, unfortunately we cannot offer you a refund or exchange.

If you wish to return an item, or cancel an order, you must contact us within 14 days via our ‘Contact Us’ page, or by email, phone or post to let us know. You will then be advised on the next steps to take.

2 – RETURNS

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the tags on. To complete your return, we require a receipt or proof of purchase.

The item must be returned to us within 14 days of you informing us that you wish to cancel/return your order.

3 – FAULTY GOODS

In the unfortunate event you receive a faulty item, you must make every effort to inform us as soon as is reasonably possible.

Please do not send your purchase back to the manufacturer. We are your first point of contact for all warrantees and repairs and will advise you accordingly. Every item is subject to the specific rules of each company’s warranty regulations and as such we must follow their guidelines. This may include the item being sent to the manufacturer for testing, or to a third party for professional repair.

You will need to supply a receipt or proof of purchase, as well as photographs of the fault.

If a replacement item, which is the same or similar, to the original item is available you may be offered this as an alternative to a refund.

4 – REFUNDS

There are certain situations where only partial refunds are granted, or a refund may be refused, for example:

  • There are obvious signs of use.
  • The packaging has been opened or damaged, or the tags are missing.
  • The item is not in its original condition, is damaged, soiled, or cannot be resold.
  • Items have missing parts for reasons not due to our error.
  • No receipt or proof of purchase has been provided.
  • An item marked as ‘Isle of Wight/I.O.W. Collection/Delivery only’, ‘Pick Up From Store’, or ‘Collect From Store’ has been ordered by a customer who is not on the Isle of Wight and cannot collect, or receive an I.O.W. based delivery.
  • Orders which state ‘Pick Up From Store’ or ‘Collect From Store’ which haven’t been collected within 14 days, starting from the day after the order was placed.
  • The item has been returned later than 14 days from the day you notified us of your intention to cancel.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is refused, you will liable for postage costs if you want the item returned to you. If you do not want it returned to you, or you do not respond to our attempts to contact you within 14 days of us receiving the item, we will dispose of the item.

If your return is approved, then your refund will be processed, and a credit will be applied to your original method of payment within 3 working days. Please allow additional time for your refund to arrive in your account, as per the terms and conditions of your payment provider.

In the event of a partial refund being issued, the amount retained will be no more than costs incurred to us, or by how much the value of the item has decreased. You are entitled to ask for a breakdown of costs if one has not been initially provided to you.

5 – EXCHANGES

Please contact us within 14 days of receiving your order to let us know you would like to exchange your item. We will then confirm if we have the replacement item by either email or telephone. You will then be asked to return your original item to our return address.

As with all returns, your item must be unused and in the same condition that you received it. It must also be in the original packaging with the tags on. To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to inform you that we have received your returned item, and notify you of the approval or rejection of your return. If approved we will confirm that your new item has been shipped and provide you with tracking details where applicable.

6 – SHIPPING

Return address: Earth Wind Water, 8 Atherley Road, Shanklin, Isle of Wight PO37 7AT U.K.

You are responsible for the return of your item, including the shipping costs. We recommend using a postal service with adequate compensation to cover the full value of the item. If your return parcel is lost or damaged in transit, it will be up to you to submit a claim to the relevant postal service. You will need to provide the receipt, certificate of posting and/or tracking details where applicable.

7 – AUTOMATIC CANCELLATIONS

An order may be cancelled by us at any time for any, but not limited to, of the following reasons:

  • An item marked as ‘I.O.W./Isle of Wight Collection/Delivery only’, ‘Local Pick Up’, or ‘Pick Up From Store’ has been ordered by a customer who is not on the Isle of Wight and cannot collect, or receive an I.O.W. based delivery.
  • Orders which state ‘Pick Up From Store’ or ‘Local Pick Up’ which haven’t been collected within 7 days from the day after the order was placed.
  • When the customer has chosen to pay by bank transfer, rather than through PayPal, and no payment has been received by us within 48 hours.
  • One, or more items are ‘out of stock’ and no suitable replacement is available.
  • We believe the order, either in whole or in part, to be fraudulent, or contravenes our Terms of Service or Privacy Policies.

Extensions to collection/payment timeframes may be extended with mutual agreement.

8 – EXCEPTIONS

Gift vouchers are a non-returnable item and must be used before the expiry date. They cannot be exchanged for money or used for third-party services.

9 – GOVERNING LAW

This Return Policy and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of 8 Atherley Road, Shanklin, Isle of Wight, PO37 7AT, United Kingdom.

10 – CHANGES TO RETURNS POLICY

You can review the most current version of the Returns Policy at any time at this page.

We reserve the right, at our sole discretion, to update, change, add, or replace, any part of this Returns Policy by posting updates and changes to this page or any part of our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to this Returns Policy constitutes acceptance of those changes.

11 – CONTACT INFORMATION

Questions about this Returns Policy should be sent to us at [email protected]

 

Please note: This returns policy does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Last reviewed 03 July 2020