Bio-Sternanis

RETURNS & REFUNDS

We understand that breakages are inevitable and do everything we can to mitigate the risk. We want you to be excited when you shop and amazed by our Support. So if you are unhappy in the slightest, we want to know so we can set it straight!

Please call us (+44 (0) 1843 808081) or e-mail us (hello@wholefoodearth.com) in the first instance to let us know how we can help.  All issues should be reported within 14 days from delivery.

Please note that you will be asked to provide photographs of your delivery in order for us to deal with any issues effectively.  See guidance below for further information:

Where damage has occurred, we will need photographs of the outer box and packaging as well as of the damage present on all item(s) affected.

Any quality issues will also require photographs of the product itself and the packaging label (showing the batch number and best before date).

Should any item(s) be missing, please send a photograph of the items received in your delivery along with the packing slip.

Damaged Products
If the shipping package (cardboard box) is damaged, with no penetrative tears to the products packages contained within (Wholefood Earth or other branded food packaging), the food contained within remains safe for use/consumption. As such, we do not provide refunds for damages of this nature.

If Wholefood Earth or other branded food packaging is split within a sealed shipping packaging (cardboard box), a refund will be issued on the affected item(s). Any other items within the package are sealed, uncontaminated and safe for use/consumption.

If the shipping packaging (cardboard box) is damaged as well as the items contained within having sustained penetrative tears, a full refund will be issued.

Damages to the shipping packaging (cardboard box) covered in this policy include tears, rips, penetrative damage of any kind and liquid damage.

Damages to the items (Wholefood Earth or other branded packaging) covered in this policy include tears, rips, penetrative damage of any kind. Wholefood Earth packaging is water-resistant; as such, if the package is sealed, liquid damage is not covered by this policy.

No refunds or returns of frozen and chilled items
If you order chilled and frozen items (highly perishable items), make sure you are at home for delivery. We do not accept any refund requests for chilled or frozen items that have spoiled due to the customer missing their delivery or redirecting it to another address.

We do not accept responsibility for the spoilage of frozen or chilled items left outside the freezer or fridge for an extended period due to customer negligence. Chilled and frozen items should not be left in a box for an extended period; they should be placed in the fridge or freezer immediately upon delivery.

All orders are left at the buyer’s risk. The frozen items are packed to keep them frozen during transit (24-48h). Please transfer the frozen items immediately to a freezer upon delivery. Please note that we cannot provide any refunds for orders that are not immediately transferred to the freezer to prevent defrosting.

30-Day Guarantee
If you decide you don’t want any item in your order you can return it to us within 30 days in the condition in which it arrived and we will issue you a full refund for the item. (Please note that you will be responsible for the cost of returning the item if it is not faulty).

This does not affect your statutory rights.

A full refund minus shipping costs will be issued upon receipt of the goods providing they are in perfect, saleable, undamaged and unused condition. Wholefood Earth cannot be held responsible for loss or damage of a parcel or the contents whilst in transit of a return.

Returns Address

Wholefood Earth,
59 - 63 Hopes Lane
CT12 6UW
Ramsgate, Kent