At Earthwise, we are committed to providing high-quality airtightness products, MVHR accessories and ensuring customer satisfaction. If for any reason you are not completely satisfied with your purchase, we are here to help.

1. Returns

1.1 Eligibility for Returns

• To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging.
• To receive any refund or to cancel an order once placed you must notify us by email within 14 days of delivery or order date and returned within 30 days of the purchase date. We aim to process your refund within 14 working days of receipt of the returned items. Refunds can only be made to the original card of purchase or PayPal account.
• If the goods you return are not in a fully resalable condition, we reserve the right to refuse a refund on the goods. We will advise you whether the return is acceptable.
• Please note a minimum 25% restocking fee will apply to all returned items.

1.2 Non-Returnable Items

• Certain products such as opened sealants, customised orders, Airtightness paints or items marked as non-returnable on the product page are not eligible for return.
• Items on sale cannot be returned unless they are defective or damaged.

1.3 How to Return an Item

• To initiate a return, please contact our customer service team at sales@earthwiseconstruction.co.uk with your order number and reason for return.
• Upon approval, we will provide you with a return shipping label and instructions on how to send your item back to us.

2. Refunds

2.1 Refund Process

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.

2.2 Late or Missing Refunds

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• If you’ve done all of this and you still have not received your refund, please contact us at sales@earthwiseconstruction.co.uk

3. Exchanges

3.1 Defective or Damaged Items

• We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@earthwiseconstruction.co.uk with details and we will provide further instructions.

3.2 Exchange Process

• For exchanges due to other reasons (e.g., wrong size), please follow the return process outlined above and place a new order for the desired item.

4. Shipping

4.1 Return Shipping Costs

• You will be responsible for paying for your own shipping costs for returning your item unless the return is due to an error on our part (e.g., you received an incorrect or defective item).

4.2 Shipping Costs and Refunds

• Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

4.3 Receiving Your Refund or Exchange

• Depending on your location, the time it may take for your exchanged product to reach you may vary.
• We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

5. Contact Us

If you have any questions about our Refunds and Returns Policy, please contact us at:

Earthwise Construction

12 Windmill Farm Business Centre, Bartley Street, Bristol, BS3 4DB
hello@earthwiseconstruction.co.uk

Customer service phone number: 0117 318 2269