Refund policy

1. General Policy

Orders may be cancelled while the item remains unfulfilled, in accordance with our cancellation rules.

For customers outside the European Union, European Economic Area, United Kingdom, and Mainland China, all sales are final once the order has been fulfilled. We do not accept change-of-mind returns, size exchanges, or returns based only on fit or personal preference.

After fulfillment, the only post-sale remedy available under this policy for customers in those regions is the 12-month Limited Product Warranty described in Section 6, subject to any mandatory consumer rights that cannot legally be excluded or restricted in the customer’s jurisdiction.

Nothing in this policy limits any statutory consumer, product-quality, conformity, warranty, or other rights that apply to an order under local law.

2. Defective or Incorrect Items

If your footwear arrives with a manufacturing defect or we send you the wrong item, contact us as soon as reasonably possible using the self-serve request process or the support contact below.

Please provide your order number, a description of the issue, and clear photographs or video where available. We may request additional information so that we can assess the issue.

If the issue is confirmed, we may provide a replacement, repair, refund, or another remedy required by applicable law. We will not use the reporting or evidence requirements in this section to restrict mandatory statutory rights.

2.1 What Qualifies as a Defective Item

Examples of potentially eligible manufacturing defects include:

Complete separation of the sole from the upper footwear body.
Failure of a strap, attachment, or other structural component before normal use.
Major structural differences in length, width, or shape between the two items in a pair.
A substantial, unintended color mismatch between the two items in a pair.
Other serious defects in materials or workmanship that make the footwear unsuitable for normal use.

2.2 Normal Product Variation and Wear

Minor cosmetic variations and characteristics associated with the manufacturing process are not necessarily defects. These may include minor marks, small variations in texture or color, removable residue, or other non-structural imperfections.

The following are generally not covered as manufacturing defects:

Minor fit or comfort preferences, including footwear feeling too tight or too loose despite matching the published size information.
Scuffs, scratches, creasing, or other damage caused by use.
Damage caused by improper care, cleaning, storage, misuse, negligence, or unauthorized alterations.
Normal cosmetic aging and ordinary wear and tear.

This section does not limit any mandatory rights that apply under the law of the customer’s jurisdiction.

3. Statutory Regional Cancellation and Return Rights

3.1 Customers in the European Union and European Economic Area

If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from an online purchase without giving a reason.

For orders that have not yet been fulfilled, you may request cancellation through the available self-serve cancellation process until the item is fulfilled.

After delivery, you may exercise your withdrawal right within 14 days, starting from delivery of the last item in your order. If the final day falls on a weekend or holiday, the period will be extended in accordance with the applicable return rules.

You may submit a request through the self-serve returns and cancellations process available from your customer account or order status page. If that process is unavailable, contact us at:

support @ supplier.earth

You may inspect the items only to the extent reasonably necessary to determine its nature, characteristics, and functioning. Where applicable law permits, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary for that inspection.

You are responsible for the direct cost of return shipping and custom fees. We will provide return instructions after receiving your request.

We will process an approved refund without undue delay and within the period required by applicable law. Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

The refund will generally include the standard delivery charge paid at checkout. Any additional amount paid for an upgraded delivery service may not be refundable where applicable law permits.

Made-to-order status alone does not automatically remove the right of withdrawal. A different rule may apply where a product has been made to the customer’s specifications or is clearly personalized and a statutory exception applies. We will not rely on such an exception unless it applies to the specific order under applicable law.

3.2 Customers in the United Kingdom

Customers in the United Kingdom retain all mandatory statutory rights relating to faulty, misdescribed, or unsuitable goods.

For eligible distance sales, customers generally have the right to notify us within 14 days of receiving the goods that they wish to cancel, followed by a further 14 days to return them. Statutory exceptions may apply, including for products that are personalized or made to the customer’s specifications.

Where a statutory cancellation right applies, we will process the refund within the period required by applicable law. We may deduct an amount for diminished value where the goods have been handled beyond what is reasonably necessary to inspect them.

Customers may generally have up to 6 years to bring a claim in England, Wales, and Northern Ireland, or 5 years in Scotland. These are statutory claim periods, not a 6-year commercial warranty.

3.3 Customers in Mainland China

Customers in Mainland China retain any mandatory rights that apply under applicable consumer-protection, product-quality, warranty, repair, replacement, refund, or “Three Guarantees” rules.

There is no single universal minimum-year warranty that safely applies to every product sold in Mainland China. The applicable requirements may depend on the product category, the transaction, and the applicable local rules.

We will not rely on the 7-day defect-reporting deadline previously stated in this policy unless it has been separately confirmed as applicable to the specific product and sale.

3.4 Customers in Other Regions

For customers outside the European Union, European Economic Area, United Kingdom, and Mainland China, orders are final once fulfilled. We do not accept discretionary returns, change-of-mind returns, size exchanges, or fit-related returns.

The 12-month Limited Product Warranty in Section 6 applies to qualifying manufacturing defects. Any mandatory rights that cannot legally be excluded or restricted in the customer’s jurisdiction continue to apply.

4. Return Shipping

For a return made under a statutory withdrawal or cancellation right, the customer is responsible for the direct return shipping cost and applicable custom fees.

For a qualifying defective or incorrect item, we will provide the remedy required by applicable law and will not impose return costs that we are legally required to cover.

For any other return that we agree to accept voluntarily, the customer is responsible for the direct return shipping cost and applicable custom fees unless we agree otherwise in writing.

We will provide the applicable return instructions after receiving your request. Do not send a return using unpaid delivery, customs, duties, or other charges unless we have expressly confirmed that arrangement in writing.

5. How to Start a Return or Cancellation

For eligible orders, submit a return or cancellation request through your customer account or order status page.

If the self-serve process is unavailable, contact us at:

support @ supplier.earth

Include your order number and clearly state whether you are requesting:

Cancellation before fulfillment.
Statutory withdrawal or cancellation.
A defective-item remedy.
A remedy for an incorrect item.
Another type of return request.

Do not send goods back before receiving the applicable return instructions. Keep your shipping receipt and tracking information until the return has been completed.

Returns should be securely packaged. Where the original packaging is available, we recommend using it or another protective outer package. Do not attach shipping labels directly to the product box where doing so may damage the packaging.