Refund policy

Return and Refund Policy

Our Commitment

At Down2Earth, every order is carefully inspected and thoughtfully packaged before shipment. We hope you love your handcrafted treasure, but if an item arrives damaged, defective or different from what you ordered, we are here to help.

Eligible Return and Refund Claims

We accept claims for items that:

* Arrive damaged
* Have a manufacturing defect beyond normal handmade variation
* Are materially different from the product or confirmed design ordered
* Are the wrong item due to a fulfillment error
* Have missing or incorrect quantities due to a fulfillment error

We do not accept returns or exchanges for changes of mind, personal preference or normal variations associated with handmade products.

Reporting a Problem

Please contact us within 7 calendar days of confirmed delivery and provide:

* Your name and order number
* A description of the problem
* The quantity of affected items, where applicable
* Clear photographs of the affected item or items
* Photographs of the outer packaging and shipping label if the package arrived damaged

Please retain the items and all original packaging until your claim has been reviewed. Do not return anything until we have reviewed your request and provided return instructions.

Review and Resolution

We will review the information provided and communicate the available resolution. Depending on the circumstances and product availability, we may offer:

* A replacement of the affected item or items
* A repair, where appropriate
* A full or partial refund to the original payment method

If an approved item must be returned because it arrived damaged, defective or incorrect, Down2Earth will provide return instructions and cover the authorized return-shipping cost.

Custom, Personalized and Bulk Orders

Custom, personalized and bulk orders are created or prepared specifically for the customer and are therefore final sale. They cannot be returned, exchanged or canceled after confirmation due to a change of mind, personal preference or an approved handmade variation.

These orders remain eligible for review if they:

* Arrive damaged or defective
* Include an incorrect item or quantity
* Are materially different from the confirmed design or order details

For bulk orders, claims will be evaluated based on the number of affected pieces. A repair, replacement or proportionate refund will generally apply to the affected quantity unless the entire order is materially impacted.

Please report all concerns within the claim period and include photographs showing the issue across the affected items.

Handmade Variations

Every handmade item is individually crafted, and no two pieces—including repeat or bulk designs—will be exactly alike. Slight variations in size, shape, color, texture, pattern or other details are natural characteristics of the handcrafted process.

These variations are not considered damage or defects. They are the unique signatures of the hands that created your pieces and contribute to their character and individuality.

Refund Processing

Once an approved return has been received and inspected—or once we confirm that a physical return is not required—we will notify you of the decision.

Approved refunds will be issued to the original payment method within 3–4 business days. Your bank or payment provider may require up to 10 additional business days to post the refund to your account.

Gift Cards

Gift-card purchases are non-refundable, except where required by applicable law.

Contact Us

Please contact us if you have questions about a return, damaged item, bulk-order concern or refund.

This policy does not limit any rights available to you under applicable consumer-protection laws.