Refund policy

You have thirty days to change your mind after receiving your order. If it does not fit, you do not like it, or you have simply changed your mind: you may send it back without giving a reason. The law prescribes fourteen days, we give you thirty.

How to send something back

Register your return in our returns portal and follow the steps. You can also do it by email at info@earthle.nl; a clear statement is enough.

After registering you have another fourteen days to actually send the parcel.

Trying it out is fine

You may unpack the product and look at it the way you would in a shop. Unfolding a sheet and laying it on your mattress to see whether it fits is part of that. So you do not have to leave the packaging unopened.

If you have used it longer than you needed to judge that, for example slept on it for a few weeks, we may set off the reduction in value against your refund.

Getting it ready to return

The next customer should receive the product the way you received it. That saves us work and you hassle, so we ask you to freshen it up before it goes out.

Textiles — sheets, fitted sheets, pillowcases, duvet covers and blankets — should be washed before you send them back, even if you only used them for one night. At 40 degrees in the machine, without bleach and without fabric softener. If there are stains, a wash at 60 is fine. Fabric softener leaves a layer on the fibres and that costs you conductivity, so leave it out. Dry on the line or on a low setting.

Mats — the sleeping mat, the desk mat and the yoga mat — just wipe down with a damp cloth. Nothing more is needed.

Then fold it back into the original packaging so it looks like new again, with the cable and the plug included. The shipping box around it may be a different one; it is the product's own packaging that matters.

If an item comes back unwashed or visibly used, we cannot sell it again and we may deduct the reduction in value. A wash prevents that.

The return shipment

You arrange the return yourself, with whichever carrier suits you best. Until the parcel reaches us it is your responsibility, so choose a method with track and trace and keep your proof of postage. That is your safeguard if something goes wrong on the way.

If you would rather not arrange it yourself, we will sort out a return label for you. All you have to do then is hand over the parcel. We deduct the cost of that label from your refund, so you do not have to pay anything up front. Just ask for it when you register your return.

Either way, the cost of sending it back is yours. Beyond that you pay nothing.

Your money back

As soon as your return arrives with us in good order, we transfer the full purchase amount back, including the shipping costs you paid on your order.

We refund within fourteen days of your registration. We may wait until we have the product back or until you have shown that you have sent it. The money goes back via the same payment method you paid with, unless you agree something else with us. You pay nothing for it.

If you do not see the amount after a week, first check your bank statement and ask your bank; they sometimes need a few working days. If it is still not there after that, email us at info@earthle.nl and we will look into it.

Something broken or wrongly delivered

That is not a return but a guarantee matter, and it works differently. Send us an email with a photo and your order number. We repair it, send a new product or refund you, and the shipping costs are ours. You do not need to wash it in that case either. This is separate from your cooling-off period and applies after those thirty days too. For how long depends on what you may expect of the product; you can read that in our terms and conditions.

Exchanges

If you want a different size or a different product, register it as a return and place a new order. That is the quickest way, because then you do not have to wait until your parcel reaches us.