At Earthly Matters Vermiculture Inc., we stand firm in our commitment to providing premium
worm castings and soil products. We expect complete customer satisfaction and are clear about
our return policy to protect your interests and ours. Below is a detailed breakdown of our return
policy:
1. Eligibility for Returns:
- Time Frame: You have 30 days from your purchase date to initiate a return. This allows you plenty of time to evaluate our products.
- Condition: Returns will only be accepted with a receipt or proof of purchase for items in their original, unopened packaging and in resalable condition. Without a proven defect, we will not accept returns for opened, used, or damaged items.
2. Non-Returnable Items:
Certain items are non-returnable to maintain quality standards:
- Any products that have been opened or used.
- Custom or special order items that were made specifically for you.
- Gift cards and promotional items offered as part of a promotion.
- Sale items marked as "final sale."
3. Return Process:
- Contact Us: To begin the return process, contact our customer service team directly using the below methods. Provide your order number, a product description, and the reason for the return to expedite handling.
- Return Authorization: Once we receive your request, we will review it quickly. Upon approval, you will be issued a Return Authorization Number (RAN) and detailed instructions for returning your product.
- Return Shipping: Return shipping costs will be your responsibility unless the item was
defective or we made an error with your order. We strongly advise using a trackable shipping service or purchasing shipping insurance to ensure your return is secure.
4. Refunds:
All refunds will be processed within 14 business days of receiving your returned item and issued to the original payment method.
- Understand that shipping fees are non-refundable, and any applicable restocking fees may be deducted if the product is returned in a condition that prevents resale.
5. Exchanges:
- If you wish to exchange an item, follow the above return process. Once we have processed the return, promptly place a new order for the item you want to ensure it remains available.
6. Defective or Damaged Products:
- If you receive a defective or damaged product, contact us within 7 days of delivery. We will provide the necessary instructions for returning the item and either issue a replacement at no additional cost or process a full refund at your discretion.
- For a swift resolution, you may be required to provide photographic evidence of any defects or damages before processing a replacement or refund.
7. Customer Responsibility:
- You are responsible for providing accurate shipping information when placing your order. Earthly Matters Vermiculture Inc. cannot be held liable for any lost or misdirected returns due to incorrect addresses you supplied.
Keep the original packaging and receipt until you are completely satisfied with your purchase; this will protect you in case a return becomes necessary.
8. Contact Information:
For all return inquiries, contact our proactive customer service team:
- Email: info@earthlymatters.ca
- Phone: +1 (403) 331-0320
- Mailing Address: 1302 15 Ave Coaldale, AB T1M 1L3
9. Policy Changes:
We reserve the right to change or update this return policy at any time. These changes will be posted on our website, and the revised policy will apply to all purchases made after the effective date.
Thank you for choosing Earthly Matters Vermiculture Inc. We appreciate your commitment to sustainable practices and look forward to fulfilling your needs. If you have any questions regarding our return policy or any other matters, don't hesitate to contact us.
