Customer Care
GUARANTEE
We want you to be completely satisfied with all of your purchases from The Eco Source. If you are not completely happy with your product then let us know and we will happily refund or exchange the item within 30 days of receipt.
See our Returns Policy for full details.
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DELIVERY
Delivery Options and Costs
Mainland UK* orders over £65 qualify for FREE Standard Delivery!
If you're spending over £65 and would rather have it more quickly than Standard Delivery, choose Express Delivery - see below for usual prices:
Standard Delivery
If your item is in stock, we will do our best to send out your order within 1 to 2 working days. In busy times it may take us a little longer. Depending on the weight of the item your item will be sent by Royal Mail or standard parcel or courier service. Your order will require a signature when delivered, this way your order is protected.
Standard Delivery Cost is £3.50 UK
Express Delivery
For assured next day delivery, choose the express delivery option on checkout.
Express Delivery cost is £7.50 (we are not running the express service at the moment)
Remote region standard delivery charges
Shipping charges can vary depending on the weight of the product. FOR ADDITIONAL shipping options please send us an email at shipping@ecosourceshop.com.
Remote regions are Isle of Wight, Highlands of Scotland, above Dundee including Aberdeen and Isles, and Northern Ireland and Eire.
Customs Duties and Local Taxes
For delivery outside the European Union, you may be subject to import duties and taxes which are levied once the package reaches the destination country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from us, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Packaging
You may wonder why your order isn’t delivered in a shiny new cupboard box and looks a little well, worn. The truth is while we love to recycle our boxes sometimes they are still good enough to re-use thus saving the cost of recycling. They traveled to us carrying other nice products and then we send them back out into the world with love. Feel free to do the same, or you could send it to the Recyclers and it can be re-incarnated as a shiny new cupboard box.
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RETURNS POLICY
Our Returns Policy is simple!
Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart (which is fair enough) you must return it to us unused and in its original condition within 30 days for a prompt replacement, exchange or refund.
How do I return an Item?
Unwanted Purchases/Your Right to Cancel
If you are not completely satisfied with your purchase, you can return the item or items to us in perfect, re-saleable condition (including all parts, accessories, instructions and packaging etc) within 30 days of receipt.
Email our Customer Care team within 30 days at returns@ecosourceshop.com, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. Then one of our Customer Care team will issue you with a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the product returned is not in a fully re-saleable condition or the packaging is damaged or used, we reserve the right to refuse a refund on the item, deduct up to 20% of the original selling price from the refund amount or return it to you at a cost to yourself.
This does not affect your statutory rights.
Faulty Products- within 30 days
In the event of a fault developing within 30 days of purchase, a full refund will be issued after receipt of the returned item and verification of the fault.
If the item you received is faulty or damaged please email our Customer Care team within 30 days at returns@ecosourceshop.com, quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. If the item you received is faulty, you have the right to return it within a reasonable period of time. Then one of our Customer Care team will issue you with a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return.
As you are returning an item that is faulty, we will happily refund your costs in returning it to us (please enclose a copy of your postage receipt when you return the item, so that we know how much to refund you for your postage). Your original delivery charge will also be refunded if you are returning the whole order and you have requested a refund for the goods.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Faulty products - after 30 days
Should an item become faulty after 30 days of purchase but within the stated manufacturers warranty period, please contact us on returns@ecosourceshop.com and a Customer Care team member will reply detailing the appropriate process to resolve your issue
Incorrect Orders/Substitutes
In the unlikely event of receiving an incorrect order or a substituted item, please accept our apologies.
If the item you received is incorrect please email our Customer Care team within 3 days at returns@ecosourceshop.com, quoting your order number, your name and address. Then one of our Customer Care team will organise a pick up and replacement.
Returned items must be in their original and unused condition, complete with all parts, accessories and in original packaging.
Please note, in all instances The Eco Source shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.
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Redeeming Discount Vouchers and Gift Vouchers
The Eco Source vouchers can be used to purchase goods online at www.ecosourceshop.com.
The Eco Source vouchers can only be used once.
There is no cash value of vouchers and they cannot be redeemed for cash.
When redeeming gift vouchers online you will need to provide the voucher number on the front of the voucher.
The total value of the voucher will be applied against the total order including VAT. If the goods purchased online total less than the value of the gift voucher, the remaining balance cannot be carried over or used on future purchases. If your order exceeds the amount of your gift voucher, you must pay for the balance with an approved credit card or debit card. Some discount vouchers will require you spend a minimum amount to redeem them, this will be stated on the discount voucher if applicable.
If you have to return goods for credit originally purchased online using gift voucher(s) or discount vouchers, then in most instances you will receive another voucher code to use on a future purchase.
Gift or Discount vouchers cannot be used to purchase other gift vouchers.
No VAT is charged when buying a gift voucher; however, purchases paid for with a Gift (and Discount) voucher will be charged applicable VAT.
See our Terms and Conditions for full details.
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PRICES
Where applicable all prices are subject to V.A.T. at the current rate.
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Contact Us
If you would like to contact us for any reason you can either by email care@ecosourceshop.com or on our customer care help line 0845 217 9629
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Terms and Conditions
See our Terms and Conditions for full shop poilicies, terms and conditions
