Help - Returns & Refunds

RETURNS POLICY

We want you to be completely satisfied with your purchases. If for any reason you are not satisfied with an item you have ordered, please return it, within the extended Christmas returns period and we will refund your money or send you a replacement. 

To qualify:

  • Items must be returned within 30 days from the date of purchase.
  • Items must be returned in their original condition and packaging.
  • Certain products are excluded from our refund policy. Please refer to the Non-Refundable Items section below.

This guarantee is in addition to your statutory rights.


Download Our Returns Form


HOW TO RETURN ITEMS

  • Call us on 0333 400 0464 to confirm the correct return address and receive advice on the best method to return your parcel. Please note items bought from a dropship supplier need returning to their returns address.
  • Securely package the item(s) to prevent damage during transit.
  • Complete a Returns Form found here.

Please note if you do not complete a returns form in order to qualify for a refund you will need to indicate whether you would like a refund or replacement and include your name and order number in your parcel.

Send your return to us and obtain proof of postage (a certificate of posting is available free at the Post Office). This should be kept in a safe place in case you need to claim compensation from the carrier. We regret that we cannot accept responsibility for goods in transit from our customers.

RETURN POSTAGE COSTS

Return costs are non-refundable unless the item is faulty, damaged, or sent in error, in these cases, we will be happy to reimburse the cost of returning up to £5. For convenience, we can also arrange collection of items for a £5 fee, this will be deducted from the refund cost unless item is faulty, damaged or sent in error.

REFUNDS & EXCHANGES

We aim to process your return promptly, however, please allow up to 21 days after receiving your return for your refund/replacement to be actioned. The refund will be issued to the original payment method. Exchanges are available only for identical products or different sizes. Refunds for gifts will be made to the original payer, and any exchange will notify the payer.

PROMOTIONAL CODE ADJUSTMENTS

Please note that if you applied a promotional code to your order with a minimum spend requirement and the return of your item(s) brings your order total below that threshold, your order will no longer qualify for the promotional code conditions. As a result, the refunded amount will be adjusted.

NON-REFUNDABLE ITEMS

In the interests of hygiene, we cannot accept returns on the following items unless faulty:
  • Underwear briefs, pants, hosiery, and swimwear, unless the original packaging remains undamaged and unopened with hygiene seal intact.
  • Quilts, duvets, pillows, and bedding, unless the original packaging remains undamaged and unopened.
  • Cosmetics, toiletries, and feminine hygiene products unless the original packaging remains undamaged and unopened.
  • Food and beverages, unless they are unopened with any seals and shrink-wrap intact.
  • Pierced earrings and pierced body jewellery, we are unable to refund or exchange any pierced jewellery
  • Donation Gift Cards, we are unable to refund or exchange as these count as a charity donation. If the card received is damaged, please contact customer services to arrange a replacement.

NEED FURTHER HELP?

Please contact the customer service team on 0333 400 0464 or by email at enquiries@ethicalsuperstore.com. Please quote your order number as a reference.

RETURNS FORM

You can download and print our Returns Form. This can be returned to Ethical Superstore Returns, PO Box 1000, Gateshead, NE85 2BS. Please ensure you enter the full details of your order on the form to enable us to process the refund.

Download Our Returns Form


WHAT ARE MY RIGHTS UNDER THE CONSUMER CONTRACTS REGULATIONS?

You have the right to cancel your contract at any time up to 14 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 items must be returned in a saleable condition. Return costs are your responsibility unless the item is faulty.

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 The Consumer Contracts Regulations details of your rights under The Consumer Contracts 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.

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

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.

Wheelie bin symbolUnder the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol as shown.

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

 

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

 

Spark Etail Unit 5b
Follingsby Avenue
Follingbsy Park
Gateshead
NE10 8YF