Refund and Returns Policy

1. Sampling Kits and Equipment

1.1. Any sampling kits or other equipment delivered to you are provided on a temporary basis solely to facilitate the delivery of a sample to us.

1.2. Sampling kits and equipment cannot be returned under any circumstances, even if unused, to ensure we maintain strict quality and safety standards.

1.3. If you are eligible for a refund in accordance with this policy, we will deduct the cost of the equipment, which is £9.00 per kit, from any refund you may be due.

2. Refunds if Reports are Delayed

2.1. If we have not made a Report available to you within 14 days of receiving a testable sample, you may be eligible for a full refund.

2.2. If a refund is due under this clause, our contract with you will be deemed cancelled, and we will refund the full amount paid.

2.3. Exceptions may apply if we have agreed to extend the time frame for delivery of your Report in writing.

3. Deductions from Refunds When Exercising the Right to Change Your Mind

3.1. If you decide to exercise your statutory right to change your mind, we may make deductions from your refund based on the following:

3.1.1. Any abortive work already carried out in preparing the Report you ordered, which may include time and resources spent on analysis.

3.1.2. Transaction fees incurred by us (typically 1.75% of the total transaction value).

3.1.3. Any additional postage fees or delivery costs, including priority or express shipping options.

3.1.4. £9.00 for each sampling kit sent to you.

3.1.5. Any laboratory fees incurred up to the point at which you informed us of your intention to cancel.

3.2. These deductions will be calculated based on the specific abortive work undertaken and will be reflected in the final refund amount.

4. Order Cancellations Before Dispatch

4.1. If you cancel your order before we have dispatched the sampling kit, we will process a refund minus any transaction fees (typically 1.75%) to cover our processing costs.

4.2. If the sampling kit has already been dispatched at the time of your cancellation, the provisions under clause 1 above shall apply.

5. If We Are Unable to Accept Your Order

5.1. In the event that we are unable to accept your order, we will notify you as soon as possible and you will not be charged for the Tests.

5.2. This may occur due to unforeseen circumstances, such as a lack of availability of the Tests, operational limits on our resources, or any other unexpected issues that prevent us from fulfilling your order.

5.3. If you have already made a payment, we will refund the full amount, including any delivery costs, as soon as possible.

6. Eligibility to Enter Into a Contract

6.1. You may only enter into a contract with Eden & Earth if you are at least 18 years old. By placing an order, you confirm that you meet this age requirement.

6.2. We reserve the right to cancel any orders placed by individuals who do not meet this eligibility criterion.

7. General Refund Policy

7.1. Refunds will be processed using the original method of payment within 14 days of confirmation of your eligibility for a refund.

7.2. You will receive a notification confirming the refund amount and any deductions applied in line with this policy.

7.3. If you believe an error has been made in calculating your refund, you must contact our customer service team within 7 days of receiving the refund notification.

8. Contact Information

8.1. For any queries regarding refunds or cancellations, please contact our customer service team at hello@edenandearth.co.uk

8.2. We strive to respond to all refund queries within 3–5 business days.

Note: This Refund Policy is subject to our full Terms and Conditions. We reserve the right to modify this policy at any time. Any amendments will be communicated via our website.