Help - Returns & Refunds

What is your returns policy?

We want you to be completely satisfied with your purchases. If you are not completely satisfied with any item you ordered, just return it, if possible in the original packaging with an RMA number within 14 days of the date of receipt and we will refund your money or send you a replacement - no questions asked.

Items returned under Ethical Superstore's 14 days returns policy must be unopened with any seals and shrink-wrap intact (e.g., for CDs and DVDs, electronics, food). Please note: we can only accept the return of opened items if they are faulty. We are only able to replace identical products (requests for different sizes acceptable), so if you wish to order additional items it will be treated as a new order.

The Ethical Superstore guarantee is in addition to your statutory rights.

When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return. Please note that the costs for returning the item to us are unrefundable.

If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.

When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. However, during busy periods, please allow up to 21 days for your return or exchange to be processed. Please note that refunds for items bought as gifts can only be given to the original payer, and if you decide to swap an item, we can't stop the payer knowing.

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Products we are unable to refund

In the interests of hygiene, the following items are non-returnable unless faulty: In addition the following items are non-returnable unless faulty.

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Can I exchange an item?

We are happy to accept items for exchange providing they fall under our 14 day return policy. Items returned under Ethical Superstore's 14 days returns policy must be unopened with any seals and shrink-wrap intact (e.g., for CDs and DVDs, electronics, food). Please specify the item you require in exchanged for the returned item. You will also require an RMA number.

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How do I get an RMA number?

Please contact the customer service team on 0845-009-9016 or by email at enquiries@ethicalsuperstore.com and request an RMA. You will need your order number as a reference.

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Can I cancel a flower order?

Cancellations can be accepted until your order is prepared for dispatch.

During busy periods, such as Christmas, Mother's Day and Valentine's Day, your order details may be prepared up to 3 days before your flowers are ready to be dispatched. Cancellations and amendments are not possible on orders placed in this period.

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When do I get my refund once I have returned an item?

You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.

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What are my rights under the distance selling Regulations?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (if possible, see individual product Returns Policies for details) or collection arrangements made, promptly at your cost. If we collect the item from you, you will be charged the cost of collection (up to £100 in some cases) which will be notified to you at the time of cancellation.

You must inform us of the cancellation of the contract.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

The Regulations do not apply to flowers and plant gifts, made to order curtains, made to measure shirts or fresh hampers.

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WEEE legislation

Since 1 July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations allow members of the public to deposit old electrical and electronic items at recycling sites across the UK, free of charge.

Electrical and Electronic Equipment is one of the fastest growing waste streams in the UK, increasing by at least 5% each year. The public dispose of over 1.2 million tonnes of waste every year in the UK, and landfill sites are now reaching full capacity. Much of this waste can be recycled, and the resources recovered to make new consumer goods. The WEEE regulations aim to reduce the quantity of electrical and electronic items disposed of in this way, and will encourage everyone to play a part in protecting our environment for future generations.

To find your nearest recycling sites for waste electrical and electronic products, contact your local council, or visit www.recycle-more.co.uk and type your postcode into the recycling bank locator.

As retailers of electrical and electronic products, Ethical Superstore have chosen to offer a free 'take back' service to our customers.

Customers can dispose of Electricals by sending them to us (i) on a like-for-like basis when they buy a new or equivalent item, or, (ii) for all types of WEEE that have been purchased from us. At Ethical Superstore we adopt a reasonable interpretation of equivalence. For example, a customer is allowed to send back an old portable CD player when purchasing a new MP3 player as even though this is not strictly a like for-like replacement, the new product is intended to fulfil the same function.

Customers may wish to return WEEE, on a like-for-like basis, sometime after purchasing the new item e.g. if there is a need to make a change over from old to new equipment, we will accept WEEE for a reasonable period following the sale – i.e. 28 days.

We cannot accept any product including personal data for recycling. You will need to have removed any personal data from your old product prior to us receiving it as once received we will not carry out any data removal.

The products that we currently sell that will be affected are light-bulbs and electrical equipment.

To return WEEE to us, please also enclose a covering letter with details of your Order Number, Name and Address to:

Ethical Superstore
Unit 16 Princes Park 
Team Valley Trading Estate 
Gateshead NE11 0NF 

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