Refund policy

Effective Date: July 28, 2025

At EthicFiber, we want you to be completely happy with your purchase. This policy explains your rights and our procedures for returns and refunds, fully complying with EU consumer protection laws, including the Directive on Consumer Rights (2011/83/EU).

 

1. Your Right of Withdrawal (14-Day Cooling-Off Period)

As a consumer in the EU, you have a legal right to withdraw from your purchase within 14 days without needing to give any reason. This 14-day period starts the day after you, or someone you've authorized, receives the goods. If you ordered multiple items that are delivered separately, the 14 days begin from the day you receive the last item.

To exercise this right, you must clearly tell us of your decision to withdraw from the contract. You can do this by sending us an email or a letter. While not mandatory, you can use the Model Withdrawal Form provided below to help you.

You just need to send your withdrawal notification before the 14-day period ends.

 

2. Returning Items After Withdrawal

Once you've told us you're withdrawing, you must send the goods back to us without undue delay and no later than 14 days from the day you informed us of your withdrawal. The deadline is met if you send the goods before the 14-day period expires.

Your item must be:

  • In the same condition as when you received it. You're allowed to handle the goods only to establish their nature, characteristics, and functioning, just as you would in a physical shop.

  • In its original packaging.

  • Accompanied by proof of purchase (your order number or receipt).

Please note: Items sent back to us without first initiating a return will not be accepted.

 

3. Non-Returnable Items (Exclusions from Right of Withdrawal)

Certain items cannot be returned due to their nature or specific legal exemptions under EU law:

  • Sealed goods that are not suitable for return due to health protection or hygiene reasons if their seal was broken after delivery. This includes items like underwear, swimwear, or earrings where the protective seal has been removed.

  • Custom-made or personalized products that have been produced specifically for you.

  • Digital products or downloadable content if you have expressly consented to immediate delivery and acknowledged that you lose your right of withdrawal once the download or streaming has begun.

Please be aware that items marked as "final sale" or "clearance" generally do not affect your 14-day right of withdrawal for new, non-defective items.

 

4. How We Handle Refunds (for Withdrawal)

Once we receive your returned item, or once you provide evidence that you have sent the goods back (whichever is earlier), we will process your refund without undue delay, and no later than 14 days from the day we were informed of your decision to withdraw.

  • Refund Amount: We will refund all payments we received from you, including the original standard delivery costs. However, if you chose a more expensive delivery option than our cheapest standard delivery, we are not required to refund the additional cost.

  • Refund Method: Your refund will be processed back to your original payment method.

  • Diminished Value: You are only responsible for any reduction in the value of the goods if this reduction is a result of handling the goods beyond what was necessary to establish their nature, characteristics, and functioning. We may deduct an amount from your refund if the item is returned in a diminished condition due to improper handling.

 

5. Damaged, Defective, or Incorrect Items (Your Legal Guarantee)

This is separate from your right of withdrawal. Under EU law, all goods come with a 2-year legal guarantee (statutory warranty) that they will be in conformity with the contract of sale. This means they must be as described, fit for purpose, and show the quality and performance that are normal for goods of the same type.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order, providing clear photos of the issue. We will investigate the problem and, at no extra cost to you, offer:

  • A repair of the item (if feasible).

  • A replacement of the item.

  • A full refund for the item, including original standard shipping costs and covering the return shipping costs.

 

6. Return Process (for all Returns)

To initiate any return (for withdrawal, damaged/defective items, or other eligible reasons), please email our support team at ethicfiber@gmail.com with:

  • Your order number.

  • A brief explanation for the return (e.g., "exercising right of withdrawal," "damaged item," "wrong size").

  • Photos of the item (if the reason is damage or incorrect item).

Our team will review your request and provide detailed return instructions and the return address within 2-5 business days.

 

7. Shipping Costs for Returns

  • For the Right of Withdrawal: You are generally responsible for the direct cost of returning the goods to us, unless we explicitly state otherwise or offer a free return service. We recommend using a trackable shipping method, as we can't be responsible for returns lost in transit.

  • For Damaged, Defective, or Incorrect Items: If the return is due to our error (e.g., you received a faulty or wrong item), we will cover the return shipping costs. We'll provide a pre-paid return label or reimburse you for the shipping costs upon receiving the item.

 

8. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe (14 days from withdrawal notification, or 14 days after we receive the goods/proof of shipment):

  1. Check your bank account again.

  2. Contact your credit card company or bank. It might take some time for the refund to be officially posted.

  3. If you've done all this and still haven't received your refund, please contact us at ethicfiber@gmail.com for assistance.

We hope this policy provides clarity and confidence in shopping with EthicFiber! If you have any questions, please don't hesitate to reach out.