Returns & Refunds Policy

Earthshine Webshop No Quibble Returns & Refunds Policy

This returns policy applies only to orders placed directly through the official Earthshine online shop (our “webshop”).
If you bought Earthshine products from a retailer or any third-party website, please contact them directly about returns or refunds.

1. Our Returns Promise

We want you to be completely delighted with your Earthshine goodies!
If anything arrives damaged, incorrect, or below our usual standards, we’ll sort it out quickly with a no-quibble refund, credit or replacement.

2. Return Window

• You can request a return or refund within 30 days of the delivery date.

This 30-day window is our standard policy and is what we use for Google Merchant Center. In practice, if there is a genuine quality issue outside this window, we will always do our best to help.

3. What We Will Happily Refund or Replace

We will gladly refund, credit or replace in these cases:

1. Damaged in transit
   • Packaging or product arrived damaged.
2. Wrong item received
   • You received something different from what you ordered.
3. Substandard or quality issue
   • The product doesn’t meet our usual freshness or quality standards (off flavour, unusual texture, etc.).

In these cases:

• You can choose between a full refund, store credit, or a replacement item (subject to stock).
• We will cover any reasonable return shipping costs if we need the product back.
• In some cases, we may not require you to send the item back; however, we will ask for photos and batch/lot numbers so we can investigate and improve.

4. Change-of-Mind or Ordered the Wrong Thing

If you simply change your mind, or ordered the wrong product:

• We accept returns of unopened, unused products in their original, undamaged packaging,
• Within 30 days of delivery.
• Once we receive and inspect the returned items, we will:
  • Refund the product price to your bank account, or
  • Offer store credit if you prefer.

For change-of-mind returns:

• You are responsible for return shipping costs.
• Original shipping fees are usually non-refundable unless there was also an error on our side.

5. How to Request a Return or Refund

Please contact us first before sending anything back.

Email: orders@earthshine.co.za
Include:

• Your order number
• The product(s) you’re concerned about
• A short description of the issue
• Clear photos of the product, packaging and any damage, where relevant.

We’ll let you know quickly whether:

• We’re issuing a refund or store credit,
• Sending a replacement, and/or
• If we need the item returned and how to do that.

6. Refund Method

• Refunds are usually made to your preferred bank account by EFT.
• Store credits (if you choose this option) will be applied as a coupon or credit code for use on our webshop, the coupon will not have an expiry date.
• Refund timing may vary depending on our payments schedule (typically twice a week) and on your bank.

7. Non-Returnable Items

Unless they are damaged, incorrect, or faulty, we generally cannot accept returns of:

• Opened or partially consumed food products
• Products not purchased directly from our webshop
• Gift vouchers or digital products
• “Short-dated” or clearance items clearly marked as such at the time of sale

If you’re unsure, contact us and we’ll always see what we can do.

8. Preventing Abuse of Our Generous Policy

We genuinely have very few returns and we prefer to keep our policy friendly and generous.
However, to protect Earthshine and keep prices fair for everyone, we reserve the right to:

• Decline returns or refunds where there is clear evidence of misuse, fraud, or repeated abuse of our policy (for example, multiple returns of mostly consumed items), or
• Limit refunds or credits at our reasonable discretion.

We will always act fairly, openly and in good faith when making these decisions.