We hope that when you receive your Grounded Products you'll be completely satisfied with the delivery and love the product(s); However if for any reason you are not or you have ordered the wrong products, we are happy to offer a refund, exchange or replacement as long as you return it to us within 28 working days, unopened, unused and in its original condition. We reserve the right to refuse an exchange or refund if items are non-saleable.
Return products by Royal Mail Recorded Delivery - Up to 14 working days
Contact [email protected]
to let us know the problem and then please return all items to: Unit 12a, 55 Progress Road, Leigh on Sea, Essex, SS9 5PR using a Tracked service.
The customer is responsible for returns costs and unfortunately we do not refund or exchange used or opened items.
''Please always include a convenient telephone number and your emails address in case we need to contact you regarding your return. If you no longer have your Returns Form, please include a covering letter with your name, address, Order Number, a convenient telephone number and your emails address in case we need to contact you regarding your return. Please also include the reason for the return and whether you would like an exchange or refund.''
Please ensure your parcel is sent by Royal Mail Recorded Delivery. We strongly recommend that you obtain a postage receipt from the Post Office with your tracking number. We are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processes a refund payment for it to appear on your credit card statement.
If, after sending your parcel back you have not been contacted by us, please kindly contact us on 01702 526669
Monday to Friday: 9am - 6.00pm & Saturday 9am - 5.30pm or email [email protected]
, in order for us to further investigate.
What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for recorded delivery postage on the item. If it is more convenient for you, we can arrange to have the faulty item collected free of charge within the UK mainland.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange or gift card provided you have a gift receipt as your proof of purchase. Refunds can only be made to the original credit or debit card on which the gift was purchased. Please make our customer care team aware you need a gift receipt at the time of purchase.
Can I cancel an Online Order?
Under the distance selling regulations you have the legal right to cancel your order within 14 working days from receipt. Just send us a notice of cancellation by email to [email protected]
and return the items to us in their original, unopened and unused condition. We cannot refund the cost of delivery after dispatch. Where items are delivered to a third party you can also exercise this right, as long as you are able to return them to us in their original, unopened and unused condition.How long does delivery take?
If you live in the UK your order will be delivered within 1-2 working days. It sent tracked by the Royal Mail service - so its pretty speedy.
If you are within the EU delivery can take up to 5 working days to arrive, your order will be send out via the Royal Mail with a tracked shipment.
If you Live in the USA your shipment will arrive within 7-9 working days and will be sent via the Royal Mail with a tracked service.
If you are anywhere else in world your shipment can take from 9-11 working days to arrive maybe a little longer in some cases. If you have a PO BOX address please enter this in the delivery address so you order arrives, if not your order could be sent back to us. Rest of the world shipping is sent untracked via the Royal Mail. Tracked shipping can be arranged direct through our customer care team however will incur an additional fee.
We like our tropical products to arrive as fast as possible so if its not turned up you can either contact the Royal Mail direct, email us at [email protected]
or send us a message to Facebook :)