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Refund policy

We gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship. Fulfillment mistakes that may be made which result in the shipment of incorrect products to you will also be accepted for return. If your product arrives broken or damaged, we will gladly replace the item.

You must notify us within 5 business day of any defective, broken or damaged items.

First, do not throw away the outer box or contents. Packaging and damaged goods should not be disposed of, released to the shipping carrier, or returned to the seller before a claim is completed. Failure to comply can result in the denial of the claim. We will reach out to the carrier to file a claim on your behalf for the damaged or broken items.

In order to file a claim, you will need to provide the following:

  • The tracking number
  • For broken or damaged claims, you'll need to submit:
  1. A photo of the entire damaged item (back, front and sides)
  2. Photos of the external packaging (aka the outside of the box/envelope)
  3. Photos of the inside of the box/envelope including any packaging materials used
  4. During the claims process, a claim statement/affidavit signed by the buyer will be required. This is a form document provided by Real Happy Earth that allows the buyer to indicate loss or damage.
  • For defective items, send us a picture of the item with a detailed description of the found defect. In most cases, we will provide a return shipping label so that we can take this up with our manufacturer. Real Happy Earth reserves the right to determine if the defect warrants a replacement of the item. Many of our items are made of natural products which have their own unique qualities, patina and coloration.

Please note that this evidence is necessary in order to for us to begin the claim filing process.  Our insurance provider may request additional evidence based on the circumstances of your claim. Additionally, our insurance provider may request an onsite inspection, a mail theft report, a sworn testimony, an itemized inventory, or a police report.

Keep in mind not complying with Real Happy Earth’s additional requests may result in a denial of your claim!

Again, do not dispose of the packaging or the contents until you get written confirmation from Real Happy Earth.  The carrier may require that the damaged box and contents be returned for their evaluation in order for us to file a claim.

Where do I send this info?

You can send your evidence to our team via email at CONTACT@REALHAPPYEARTH.COM

Claims for package not received and not showing as Delivered in Tracking

For missing USPS shipments, you'll need to wait 20 days from the shipment date before you can file an insurance claim through Real Happy Earth. However, you should notify us right away to alert us that there is a potential issue.

UPS packages, on the other hand, may be filed for loss prior to the 20-day mark.

In some cases, our insurance provider is asking for even longer wait times for delivery due to COVID-19.

However, you should NOT wait 20 days to begin the process to find your package. Reach out directly to the post office. Sometimes packages can be sitting in the post office awaiting delivery.

Again, you should notify us of a potential non-delivery claim immediately but no later than 20 calendar days from the date of your shipment.

If your Package shows Delivered in Tracking but you have not received it

Lost package claims will not be covered by Real Happy Earth if the Carrier confirms the successful delivery of a Parcel to the correct destination address.

It is the buyers responsibility to provide a safe and secure spot to receive mail. We recommend you:

  •      Check with neighbors to see if it was delivered to the wrong house.
  •      Contact your local post office and obtain the time and location the package was delivered. In many cases you can             obtain the GPS location where the package was delivered. If it cannot be found, fill out a missing mail report on                 USPS.com. 
  •      If the package still cannot be found, you should contact your local police department and file a report.
  •      Unfortunately, once the carrier marks the package as Delivered, we are unable to issue a refund or replacement.

Here is a helpful link to the USPS FAQ on Mail Theft: Mail Theft (usps.com)

 

Other Returns

Due to the nature of our products, all sales are final.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.