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Return and Refund Policy

Earth Proven - Return & Refund Policy

Our Commitment to Satisfaction

At Earth Proven, we want you to be completely satisfied with your purchase. This policy outlines the procedures for returns, refunds, and warranty claims. Please read it carefully.

1. Standard Returns (Non-Defective Items)

  • Return Window: You have 14 calendar days from the date you receive your order to initiate a return for items you no longer want.
  • Condition: Items must be returned in their original, unused, and resalable condition, complete with all original packaging, tags, accessories, and manuals. Damage not related to shipping or manufacturing defects may not be eligible for a full refund.
  • How to Initiate a Return:
    • Contact Us First: Before sending any item back, you must contact our Customer Service team via our contact us page
    • Provide Information: Please provide your order number and the reason for your return.
    • Return Authorization: We will provide you with return instructions and potentially a Return Merchandise Authorization (RMA) number, which must be included with your return shipment.
  • Return Shipping Costs: You are responsible for the cost of shipping the item back to us for a standard return. We recommend using a trackable shipping service, as Earth Proven is not responsible for items lost or damaged during return transit.
  • Refund Amount: Upon successful receipt and inspection of the returned item, we will issue a refund for the original purchase price of the item(s), less the original shipping costs paid by you.
  • Refund Method: Refunds will typically be processed back to the original method of payment.

2. Wrong or Defective Items Received

  • Reporting Window: If you receive an incorrect item or an item that is defective upon arrival (DOA - Dead on Arrival), please notify us within 5 business days of receiving the delivery.
  • How to Report:
    • Contact our Customer Service team immediately via our contact us page
    • Provide your order number, a clear description of the issue (wrong item received or details of the defect), and photographic/video evidence if possible. This helps us expedite the process.
  • Resolution Options: Based on the situation and product availability, we will offer one of the following:
    • Replacement: We will arrange for the correct or a non-defective replacement item to be sent to you.
    • Full Refund: We will issue a full refund, including the original purchase price and any original shipping costs you paid.
  • Return of Wrong/Defective Item: We will provide instructions for returning the incorrect or defective item. In these cases, Earth Proven will cover the reasonable cost of return shipping, either by providing a prepaid shipping label or reimbursing you for the shipping cost (proof of cost may be required).

3. Refurbished Item Warranty (1 Year)

  • Coverage: Refurbished items purchased from Earth Proven come with a 1-year limited hardware warranty, effective from the date of delivery.
  • What's Covered: This warranty covers hardware defects arising from normal use during the warranty period.
  • What's NOT Covered: The warranty excludes:
    • Normal wear and tear (e.g., cosmetic scratches, dents).
    • Normal battery degradation over time.
    • Damage caused by accident, abuse, misuse, or neglect (including significant impact damage).
    • Liquid damage of any kind.
    • Software issues, operating system compatibility, or data loss.
    • Issues arising from unauthorized repairs, modifications, or disassembly by anyone other than an authorized Earth Proven representative or service partner.
  • Warranty Void: The warranty is immediately void if the item shows evidence of unauthorized repair, attempted repair, modification, or if serial numbers/IMEIs have been tampered with.
  • Making a Warranty Claim:
    • Contact our Customer Service team via our contact us page
    • Provide your original order number, a detailed description of the hardware defect, and any troubleshooting steps you have already taken.
    • We may guide you through diagnostic steps before authorizing a return.
  • Warranty Repair Process:
    • If a repair is necessary, we will provide instructions and potentially an RMA number.
    • IMEI Verification: Upon receiving a returned refurbished device (like phones or tablets), the IMEI/Serial Number will be verified against our records to ensure it is the original device supplied under the order.
    • Shipping Costs (Warranty): You are responsible for the cost of shipping the item to us for warranty service. Earth Proven will cover the cost of shipping the repaired or replacement item back to you. (This is Option A - If your policy is different, e.g., you provide prepaid labels, please update this sentence accordingly).
    • Resolution: At our discretion, we will either repair the defect, replace the item with a comparable refurbished item (of equal or greater value/specification), or offer a refund (details of refund calculation, e.g., original price or prorated, to be determined on a case-by-case basis or specify here).
    • Turnaround Time: Please allow 14 business days after we receive the item for warranty inspection, processing, and repair/replacement.

4. Refund Processing Time

For all approved refunds (standard returns, wrong/defective items, warranty situations resulting in a refund), please allow up to 7 business days after the returned item has been received and processed by our team for the refund to be credited back to your original payment method.

Note: "Business days" are typically Monday through Friday, excluding UK public holidays. Your bank or payment provider may take additional time to post the refund to your account.

5. Contact Us

For any questions regarding returns, refunds, or warranty claims, please contact our Customer Service team: