Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused and unopened, with any original seals, tags and packaging intact. You’ll also need the receipt or proof of purchase. Personal care products, including magnesium ointment, can be returned provided they meet these conditions.

To start a return, contact us at contact@theecologystore.co.uk. Returns can be made in store or sent by mail to: The Ecology Store, 1–3 High Street, Stockbridge, Hampshire, SO20 6EX. Customers are responsible for return postage unless the item is defective, damaged or incorrect. We do not charge a restocking fee. Items returned without first requesting a return will not be accepted.

Damages and issues
Please inspect your order when it arrives and contact us immediately if it is defective, damaged or incorrect so that we can evaluate the issue and put it right.

Exceptions and non-returnable items
We cannot accept returns of perishable goods, custom or personalised products, hazardous materials, flammable liquids or gases, opened or used personal care products, sale items or gift cards. Please contact us if you have questions about a particular item.

Exchanges
We do not offer direct exchanges. The quickest way to obtain a different item is to return the original item and, once the return is accepted, place a separate order.

European Union 14-day cooling-off period
If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days without giving a reason. The item must be unused and unopened, with any original seals, tags and packaging intact, and you’ll need the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to process and post the refund. If more than 15 business days have passed since we approved your return, contact contact@theecologystore.co.uk.

This policy does not affect your statutory rights.