Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Faulty or Damaged Items If your item arrives faulty or damaged, or if you receive the wrong item, please contact us within 14 days of receiving your order with your order number and a photo or video showing the issue. We will offer a full refund, replacement, or store credit. Return shipping costs for faulty or damaged items will be covered by us.

Change of Mind If you've changed your mind about your purchase, you have 14 days from the date of delivery to request a return. The item must be unused, in its original packaging, and in the same condition you received it. You'll also need the receipt or proof of purchase. 

Return shipping costs for change-of-mind returns — where the product is unwanted or no longer required — are the sole responsibility of the customer. O&H Earth Store does not provide prepaid return labels or reimburse return shipping fees under these circumstances. The original outbound shipping charge is non-refundable for change-of-mind returns.

How to Start a Return To start a return, please contact us at ohearthstore@gmail.com within 14 days of receiving your order. We'll provide return instructions based on your location and the item. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at ohearthstore@gmail.com.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). For hygiene reasons, certain items (such as toothbrushes and food containers that have been used) cannot be returned unless they arrived faulty or damaged. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 14 business days have passed since we've approved your return, please contact us at ohearthstore@gmail.com. Store credit will be issued as a discount code for use on future orders.

Australian Customers Nothing in this policy limits any rights you may have under the Australian Consumer Law. If a product you purchase has a major problem, you are entitled to choose a refund or replacement. If a product has a minor problem, we will repair or fix the issue at no cost to you. If we cannot fix the problem within a reasonable time, you are entitled to a refund or replacement. These rights apply regardless of any other terms in this policy, and there is no time limit for requesting a remedy for a faulty product.

To return a faulty product, you do not need the original packaging, but we may ask for proof of purchase. If we confirm the product is faulty, we will reimburse you for reasonable return shipping costs. If the product is found not to be faulty, we may charge you for collection and inspection costs, but we will provide you with a reasonable estimate of these costs before collecting the product.

Our 14-day change-of-mind policy is offered in addition to, and does not replace, your consumer guarantee rights under the Australian Consumer Law.

New Zealand Customers Nothing in this policy limits any rights you may have under the Consumer Guarantees Act 1993. If a product you purchase has a serious problem, you are entitled to choose a refund, replacement, or compensation. If a product has a minor problem, we will offer a repair, replacement, or refund at our discretion. These rights apply regardless of any other terms in this policy, and there is no fixed time limit for requesting a remedy for a faulty product, provided the request is made within a reasonable time.

Our 14-day change-of-mind policy is offered in addition to, and does not replace, your consumer guarantee rights under the Consumer Guarantees Act.