eco-straws are manufactured to the highest quality, we therefore hope that you'll be happy with your purchase; however there may be times when you feel you need to return an item to us.
Please do not return purchases before contacting us in the initial instance. If we are not contacted, we will not be held responsible for any return postage charges you may have incurred that may not have been necessary.
For all returns you will need to include your order and contact details, you will also need to mark the outer packaging of your return with your order number and ensure the parcel has suitable packaging for transit. Failure to comply with the above could result in delays processing the return.
The postal address for all returns is:
61 Bruton Way
If you have a change of heart regarding your order, please contact us within 14 days of receipt to arrange return of the items for a refund. The costs of returning goods to us shall be borne by you. You are also responsible for the goods while in transit until they reach our offices. Responsibility for loss or damage while in transit shall be borne by you or for you to dispute with your delivery service provider.
Please note: All unwanted returned items must be in a full un-used condition and in the original, unopened packaging. Upon receipt, we will provide a refund to the value paid for the items returned, excluding any delivery charges paid at time of order.
Damaged or faulty items
If you have received an item that is damaged or that is faulty on first use, please contact us. We will be able to offer a replacement or refund for the item, as long as this is reported in a reasonable amount of time. In some cases we will need to wait for the damaged/faulty item to get back to us. You may be asked to post this to us and we will reimburse the charges upon receipt of the return, and evidence of the postage paid.
Please note: All damages on receipt of the parcel must be reported to us within 3 working days.
Items received in error
Should you receive an incorrect item from us, please contact us right away. We will decide on the best course of action based on the product received. Please note you may be asked to return this to us and we will refund you the postage charges on receipt of the return, along with evidence of the postage paid.
Goods returned but lost in transit
We request that customers take reasonable care of their goods until they are returned to us. We recommend that goods are suitably packaged for transit and that a secure and traceable delivery service is used. Please ensure that you get a receipt for proof of postage. If your parcel is lost in transit, please make your claim with the courier used to return the goods.
Refunds & replacements
All returns will be processed and acted upon within 7 working days of receipt. If you chose a refund, the amount of time this takes to show in your account will depend on your provider and account type (usually around 3 days). If you choose a replacement, delivery will take the standard delivery time for your region as, seen on our 'Delivery' page.
Please note: These terms do not affect your statutory rights.