The Vital Earth Returns & Refunds
Returns and Refunds Policy
Last updated: July 2026
At The Vital Earth, we want you to have clear information about returns before making a purchase.
This policy explains our 60-day returns policy, your statutory rights and how we handle faulty, damaged or incorrect products.
Nothing in this policy affects your statutory rights.
1. Our 60-Day Returns Policy
In addition to any statutory rights you may have, we accept returns of most eligible products within 60 days of delivery.
To qualify under our additional 60-day returns policy, the product must normally be:
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Unused
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Unwashed
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In its original condition
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Returned with all components, accessories and instructions originally supplied
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Returned in the original packaging where reasonably possible
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Accompanied by proof of purchase, such as your order number
This additional 60-day returns policy does not replace or reduce any rights you may have under applicable consumer law.
2. Products Excluded From Our Additional 60-Day Returns Policy
For hygiene and safety reasons, certain products may not be eligible for return under our additional 60-day returns policy once they have been opened, used or removed from sealed hygiene packaging.
These may include:
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Pillowcases
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Bedsheets and fitted grounding sheets
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Grounding patches
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Other personal-use products where a hygiene seal has been broken
We may also exclude:
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Products clearly marked as final sale before purchase
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Gift cards
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Digital or downloadable products
Any exclusion from our additional 60-day returns policy does not remove your statutory rights where a product is faulty, damaged, not as described or otherwise does not conform to the contract.
Where applicable law gives you a right to cancel an online purchase, those rights also continue to apply.
3. Your Legal Right to Cancel an Online Purchase
If you are a consumer, you may have a legal right to cancel an eligible online purchase without giving a reason.
For most eligible goods purchased online by UK consumers, you must tell us that you wish to cancel within 14 days after the day you receive the goods.
After notifying us of your cancellation, you must return the goods within the period required by applicable law.
To notify us that you wish to cancel, email:
Please include:
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Your name
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Your order number
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The product or products you wish to return
You do not need to provide a reason when exercising a statutory right to cancel.
Certain products may be excluded from cancellation rights where permitted by law, including some sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
Nothing in this section affects your rights where goods are faulty, damaged, incorrect or not as described.
EU Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving a reason. For goods, the withdrawal period begins on the day you, or a person nominated by you, receives the order. To exercise your right of withdrawal, you must notify us of your decision within the 14-day period using the withdrawal function provided on our website or by contacting us directly. Certain products may be exempt from the right of withdrawal where permitted by applicable law.
4. How to Request a Return
Before returning a product, please contact us at:
Please include:
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Your full name
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Your order number
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The product you wish to return
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Whether the product has been opened or used
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The reason for the return, if you are returning under our additional 60-day returns policy
If you are exercising a statutory right to cancel, you do not have to provide a reason.
We will provide return instructions and the appropriate return address.
Please do not send a return to an address other than the return address provided by our customer support team.
5. Return Shipping Costs
Change-of-Mind Returns
For change-of-mind returns, including returns made under our additional 60-day returns policy, the customer is normally responsible for the direct cost of returning the product.
Faulty, Damaged, Incorrect or Misdescribed Products
If a product is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it.
Where you have a legal right to return the product at our expense, we will provide appropriate return instructions and cover the reasonable return cost.
We recommend obtaining proof of postage when returning a product.
6. Condition of Returned Products
Please take reasonable care of products while they are in your possession.
For returns made under our additional 60-day returns policy, products must meet the eligibility conditions set out in this policy.
For returns made under a statutory cancellation right, you may inspect a product as you reasonably would in a physical shop.
Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the product.
7. Refunds for Change-of-Mind Returns
Once we receive your returned product, we will inspect it and confirm the outcome of your return by email.
If the return is accepted, we will process the refund to your original payment method.
For returns made under our additional 60-day returns policy, the refund will normally cover the purchase price of the eligible returned product.
Original delivery charges are not normally refunded for returns made solely under our additional 60-day returns policy, unless we expressly state otherwise.
This does not affect any legal right you may have to a refund of standard delivery charges when validly exercising a statutory cancellation right.
8. Refunds Following a Statutory Cancellation
Where a UK consumer validly cancels an eligible online purchase, we will provide any refund required by applicable law.
This will normally include:
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The amount paid for the eligible returned goods
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The cost of the least expensive standard delivery option offered by us, where legally required
If you selected a more expensive or premium delivery service, we are not normally required to refund the additional cost above our standard delivery option.
We may withhold the refund until we have received the goods back or you provide evidence that you have returned them, where permitted by law.
9. Refund Processing Times
We will process approved refunds without undue delay.
Where a statutory cancellation right applies, refunds will be made within the timeframe required by applicable law.
For other approved returns under our additional 60-day returns policy, we aim to process the refund within 14 days of receiving and inspecting the returned product.
After we issue a refund, your bank, card provider or payment service may take additional time to display the funds in your account.
Refunds are normally made to the original payment method.
10. Faulty, Damaged or Incorrect Products
If your order arrives:
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Faulty
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Damaged
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Incorrect
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Not as described
please contact us as soon as reasonably possible at:
Please include:
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Your name
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Your order number
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A description of the issue
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Clear photographs of the product and packaging where reasonably helpful
We will review the issue and provide an appropriate remedy in accordance with your applicable consumer rights.
Depending on the circumstances and your legal rights, this may include:
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A replacement
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A repair, where appropriate
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A full or partial refund
You do not lose your statutory rights simply because you did not report a fault within seven days.
11. Exchanges
We do not currently offer direct exchanges.
If you would like a different product, size or variation, you can return the original eligible product in accordance with this policy and place a new order.
12. Late or Missing Refunds
If we have confirmed that a refund has been issued but it has not appeared in your account:
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Check your bank or payment account again
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Contact your card issuer, bank or payment provider
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Allow for any processing time stated by your payment provider
If you still need assistance, contact:
Please include your order number so we can investigate.
13. International Returns
Customers outside the United Kingdom may return eligible products in accordance with this policy.
Unless a product is faulty, damaged, incorrectly supplied or otherwise subject to a legal right requiring us to cover the return cost, the customer is normally responsible for international return shipping charges.
Customers are responsible for following the return instructions we provide.
We are not responsible for customs charges incorrectly applied to returned goods because the parcel was not declared as a return where such a declaration was required.
Your mandatory consumer rights in your country of residence may also apply.
14. Changes to This Policy
We may update this Returns and Refunds Policy from time to time to reflect changes in our business, services or legal obligations.
The policy that applies to a purchase will normally be the version in effect when the order was placed.
We will update the “Last updated” date when this policy changes.
15. Contact Us
If you have questions about a return, refund or your consumer rights, please contact:
SJS Marketing Ventures Ltd
Trading as The Vital Earth
Company number: 17079711
Registered in England and Wales
Registered office: 5 Alderwood Road, London, United Kingdom, SE9 2JY
Email: info@the-vital-earth.com
Telephone: +44 (0)7737 087701