Before you want to return item to us, please read and follow the below instructions. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
Return If any items you purchased fail to meet your expectation, including defective, damaged, or not as described, you have 30 days from the date of receive to return the items for a refund, Earthtone has to issue a refund. In this way, we can improve our service quality and fulfill your return request as soon as possible. Gift cards are not returnable.
To be eligible for returns, please confirm that:
Items to be returned remain unused, undamaged, unwashed, and in original packing with the original label, otherwise, it will not be returned or exchanged.
a. If the return is due to our problems (such as incorrect products, quality problems of products), we will provide a full refund or free exchange for you. Earthtone pay the freight.
b. If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), refund or exchanges the buyer should pay the freight.
If valid days have gone by since you received the item, unfortunately, we can’t offer you a refund or exchange. You can request a return by contacting us at [email protected]. After receiving the returned item, Earthtone has to issue a refund back to the customer’s account. No restocking fee is to be charged to the consumers for the return of a product.
The following details will be required:
Your name Your address and contact number Order(s) number Part name Date of purchase Reason for return of the item Damaged Products Any items damaged on arrival can be returned to Earthtone for a full refund. Please note that if the damage is only limited to the packing outside and the contents remain intact, products will not be considered damaged. All shipments shall be checked thoroughly for damage at receiving before accepting and especially before signing on the carrier’s delivery paperwork.
Upon freight shipment being signed for acceptance, it becomes a binding document as to the condition of the products on delivery. We cannot process any shipping damage claim if you accept the delivery by signing such documents.
If a damage is found at delivery, both you and the delivery driver must make notes on BOL or other paperwork detailing the found damage, description of damage, time/date, your name, contact phone, etc. on the delivery documents. Make a copy of the marked BOL or any other documents presented by carrier.
If refusal of the shipment is needed due to severe damage, DO NOT sign the delivery carrier’s BOL document indicating that you accept the delivery and/or just refuse the package.
Contact Earthtone reporting the damage by forwarding the marked BOL copy, any other documents and pictures.
For further information on return authorization, please contact us at [email protected].
Return address If you want to return your products, please contact us at [email protected]. Attach a video or photo of the damaged product, and provide the order(s) number or email address when placing the order(s). We will review whether it can be returned or exchanged within 3 business days. The return address will be sent by mail, not the mailing address. If you return the item without contacting us, we will not handle it, all responsibility is borne by the customer. To start a return, you can contact us at [email protected], we will provide you with the return address.
Refund The refund will be returned in 7 business days after receiving your returns and verification, please check your account. There might be a little delay in your fund return request. 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. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Cancellation a. You can get a full refund if you make cancellation within 24 hours. Because usually we will ship out package within 24 hours, for get full refund, please send us a cancellation note via email. b. If your cancellation made after 24 hours, please contact our customer service via email. If customer service confirm your order(s) have not been ship out, you can get a full refund. c. If your order(s) has been proceed but have not get out of China, you can still cancel your order(s) but you have to pay for 10% the cancellation fee. d. If the order(s) already out of China, the order(s) can not be canceled. If you want cancel it, you need send it back after you receive the package and you will need to undertaken the return fee. Customs Duties & Clearance Your destination country/region may require value-added tax (VAT), other taxes and/or customs fees. Earthtone bears all taxes and fees. Warranty Issues Items that have been put into service and are thought to be defective fall under the manufacturer’s warranty, if there is one available. The item will need to be returned to Earthtone. We will send it to the manufacturer for evaluation. Repair, a replacement, or a refund will be at the discretion of the manufacturer based on the results of their evaluation. Ohters If an item is believed to have been stolen, it will be the responsibility of the receiver to make every effort to contact their local provider to locate the package. If an item is marked “delivered” but has not been received, it is the responsibility of the receiver to make every effort to contact their local provider to locate the package. A new shipment may be sent out only after a non-delivery claim has been filed. It will be requested to use a new/different address to ship the replacement item to. If it is decided to ship to the same address the purchaser waives the right for a refund if the item is not received. Only one order(s) reshipment will be sent. If the order(s) is sent to a different address than the original and is still not received, a refund may be provided minus the cost of original shipping.
If a return is made and it is not due to a manufacturer defect or error on our part. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
