Refund policy

Done. Below is the fully corrected version with “The Earth Store” replaced everywhere by “BY THE EARTH LIVING”. You can copy-paste this directly to your website.

Return & Refund Policy

For BY THE EARTH LIVING

At BY THE EARTH LIVING, each product is thoughtfully handcrafted by skilled artisans. We take great care in quality control and packaging, and your satisfaction is important to us. Please review our policy below before making a purchase.

1. Eligibility for Returns & Exchanges

A product is eligible for return, replacement, or exchange only under the following conditions:

  • Incorrect Product Delivered
    The item received does not match the product ordered.

  • Manufacturing or Quality Defect / Damage
    The product has a genuine defect or was damaged during transit.

2. Non-Returnable Items

As our products are handcrafted, the following are not considered defects and are not eligible for return or exchange:

  • Minor pinholes

  • Slight variations in color, glaze, texture, size, or shape

These variations are natural characteristics of handmade ceramics.

We do not accept returns based on personal preferences, dislikes, or change of mind.
To avoid dissatisfaction, we strongly recommend ordering a sample before placing large or bulk orders.

The following items are non-returnable and non-refundable:

  • Gift cards

  • Downloadable/digital products

  • Select health and personal care items

3. Exchange Policy (BY THE EARTH LIVING)

  • All BY THE EARTH LIVING products are eligible for exchange within 7 days of delivery, subject to eligibility criteria.

  • Items must be unused, in original condition, with tags and packaging intact.

4. Return / Exchange Request Process

To initiate a return or exchange:

  • Email us at Support@bytheearthliving.com within 48 hours of delivery

  • Include:

    • Order number

    • Delivery address

    • Reason for return or exchange

    • Clear images and/or videos showing the issue (mandatory for defects or incorrect items)

⚠️ Requests received after 48 hours of delivery will not be accepted.

If the package appears tampered or damaged, please do not accept the delivery and return it to the delivery partner before signing the Proof of Delivery (POD).

5. Return Shipping Address

All approved returns must be shipped to:

Attn: Returns – BY THE EARTH LIVING

Returned items must be:

  • Unused

  • In original packaging

  • With all tags and labels intact

6. Refunds & Replacements

  • Once the returned product is received, inspected, and approved, a replacement, exchange, or refund will be processed within 7–10 working days.

  • If a replacement is unavailable, a refund will be issued.

  • COD orders will be refunded only as a store credit coupon of equal value.

Return shipping charges will be borne or reimbursed by us only in cases of defect, damage, or incorrect shipment.

You will be notified via email / WhatsApp / SMS / phone once your request is processed.

7. Bulk Buyers & B2B Orders

Sample Orders

We strongly recommend purchasing samples before placing bulk or commercial orders.

Bulk Order Returns

  • Return requests must be made within 7 days of delivery

  • Items must be unused, in original packaging, and in resalable condition

  • Return shipping costs are borne by the buyer

  • A 15% restocking fee will be deducted

  • Custom or made-to-order items are non-returnable and non-refundable

  • Refunds will be processed within 14 business days

Note: This policy is subject to change without prior notice. Please review it periodically for updates.