EarthOnMall Policy

Return and Refund Policy

This Return and Refund Policy explains how EarthOnMall handles eligible returns, refunds, replacements, damaged items, incorrect shipments, subscription orders, and return-related questions.

60-Day Returns Return Eligibility Non-Returnable Items Start a Return Return Shipping Refunds Damaged or Incorrect Items Exchanges Subscription Orders Bulk Savings and Returns Return Questions

Overview

This Return and Refund Policy applies to purchases made through EarthOnMall’s online store. By placing an order, you agree that returns, refunds, replacements, and related remedies will be handled according to this policy and any terms shown at checkout.

Because EarthOnMall sells health-adjacent consumer products, including nicotine replacement therapy products, we apply return standards designed to protect product integrity, customer safety, and inventory quality. Unless otherwise required by applicable law, opened, used, unsealed, altered, or partially consumed products are not eligible for return simply because a customer changed their mind.

Nothing in this policy limits any non-waivable rights you may have under applicable law. If applicable law requires a different remedy for a particular order, EarthOnMall will comply with that requirement.

60-Day Returns

EarthOnMall offers a 60-day return window for eligible items. The 60-day period begins on the date the order is delivered according to the carrier’s tracking record, or, if tracking is unavailable, the date EarthOnMall reasonably determines the order was delivered.

To qualify for a return, the return request must be submitted within the 60-day return window and the item must satisfy all eligibility requirements in this policy. Approval of a return request does not guarantee a refund until the returned item is received and inspected.

Return window summary

Return request deadline	Within 60 days after delivery.
Required product condition	Unopened, unused, sealed when applicable, undamaged, and in original condition.
Refund timing	After the return is received, inspected, and approved.
Refund destination	Original payment method unless otherwise required or permitted by applicable payment rules.

Return Eligibility

An item is generally eligible for return only if all of the following conditions are met:

• The return request is submitted within 60 days after delivery.
• The item was purchased directly from EarthOnMall.
• The item is unopened, unused, unaltered, and in original condition.
• The item is in its original retail packaging.
• Any protective seals, safety seals, tamper-evident packaging, outer wraps, inserts, labels, and included materials are intact where applicable.
• The item has not been damaged after delivery.
• The item is not listed as non-returnable under this policy.
• The customer provides the order number, proof of purchase, and any information reasonably requested for return review.

Product integrity requirement

For safety, hygiene, quality-control, and product-integrity reasons, EarthOnMall may deny returns for items that appear opened, used, partially consumed, altered, damaged, missing packaging, missing safety seals, missing labels, or otherwise not in returnable condition.

Inspection after receipt

All returned items are subject to inspection. If a returned item does not meet the eligibility requirements, EarthOnMall may deny the refund, return the item to the customer when practical, dispose of the item when appropriate, or take another action consistent with this policy and applicable law.

Non-Returnable Items

Unless otherwise required by applicable law, the following items are not eligible for return or refund based solely on a change of mind:

• Opened, used, unsealed, partially consumed, or altered products.
• Products with broken, missing, removed, or damaged safety seals or tamper-evident packaging.
• Nicotine replacement therapy products or other health-adjacent products that have been opened or used.
• Products not purchased directly from EarthOnMall.
• Products returned after the 60-day return window.
• Products damaged after delivery due to misuse, improper storage, neglect, accident, exposure, or handling outside EarthOnMall’s control.
• Gift cards, store credits, downloadable items, digital items, or promotional items when applicable.
• Final sale, clearance, closeout, or otherwise non-returnable items when clearly identified at the time of purchase.

How to Start a Return

To request a return, contact EarthOnMall using the contact method listed on our website or in your order confirmation. Include enough information for us to locate the order and review the request.

Information to include

• Order number.
• Email address used at checkout.
• Product name and quantity you want to return.
• Reason for the return request.
• Photos of the product and packaging if requested.
• Tracking information or carrier information when relevant.

Return authorization required

Do not send items back without return authorization. Unauthorized returns may be delayed, refused, returned to sender, or not eligible for refund. EarthOnMall is not responsible for items returned to the wrong address or sent without the required return instructions.

Return instructions

If your return request is approved, we will provide return instructions. Those instructions may include a return address, packaging requirements, label instructions, tracking requirements, and any applicable deadline for mailing the return.

Return Shipping

Unless EarthOnMall states otherwise in writing or applicable law requires otherwise, customers are responsible for return shipping costs for eligible change-of-mind returns.

When EarthOnMall may cover return shipping

EarthOnMall may provide or reimburse return shipping when a return is approved because of an EarthOnMall fulfillment error, incorrect item, damaged item, missing item, or another issue that EarthOnMall determines was not caused by the customer.

Return labels

If EarthOnMall provides a prepaid return label for a customer-responsible return, the cost of the label may be deducted from the refund unless otherwise stated or required by law.

Tracking and packaging

Customers are responsible for packaging returned items securely and using a trackable shipping method when instructed. EarthOnMall is not responsible for return packages that are lost, damaged, delayed, misdirected, or delivered to the wrong address while in transit back to us.

Refunds

Refunds are issued only after an eligible return is received, inspected, and approved, unless EarthOnMall determines that a refund should be issued without return under the circumstances.

Refund method

Approved refunds are generally issued to the original payment method used for the order. If the original payment method is unavailable, expired, closed, or otherwise unable to receive funds, refund handling may depend on payment processor rules, platform rules, and applicable law.

Refund amount

The refund amount may exclude original shipping charges, return shipping costs, route protection fees, gift wrap, expedited handling charges, subscription service fees, non-refundable fees, or other charges that were clearly identified as non-refundable, unless otherwise required by law.

Processing time

After a return is received and approved, EarthOnMall will make reasonable efforts to process the refund promptly. Your bank, card issuer, payment provider, or financing provider may require additional time to post the refund to your account.

Partial refunds

EarthOnMall may issue a partial refund when only part of an order is returned, when promotional discounts affected the order total, when a prepaid return label cost is deducted, or when another adjustment is required by the facts of the order.

Denied refunds

A refund may be denied if the returned item does not satisfy the eligibility requirements, the return is outside the 60-day window, the item was not purchased from EarthOnMall, the product is opened or used, the return appears fraudulent or abusive, or the return otherwise violates this policy.

Damaged, Incorrect, Missing, or Defective Items

If your order arrives damaged, incorrect, missing items, or materially different from what you ordered, contact EarthOnMall promptly. Include your order number, a description of the issue, and photos of the product, packaging, shipping label, and damage when applicable.

Report timing

Please report damaged, incorrect, missing, or defective items as soon as reasonably possible after delivery. Delayed reports may limit our ability to verify the issue with the carrier, fulfillment partner, manufacturer, or inventory records.

Review process

We may request photos, packaging, product lot information, tracking information, label images, or other information needed to review the issue. Do not discard the product or packaging until the issue has been reviewed.

Available remedies

Depending on the circumstances, available remedies may include replacement, refund, store credit, missing-item shipment, carrier review, manufacturer review, or another remedy consistent with this policy and applicable law.

Exchanges

EarthOnMall may allow exchanges when practical, but exchanges are not guaranteed. In many cases, the fastest way to receive a different product is to request a return for the eligible item and place a separate order for the new item.

Exchange availability depends on product condition, inventory availability, order status, product restrictions, pricing differences, promotional terms, and return eligibility.

Subscription Orders

Subscription and recurring orders are subject to this Return and Refund Policy after an order is processed or shipped. Canceling, pausing, or changing a subscription may not cancel an order that has already been billed, processed, packed, or shipped.

Subscription cancellation terms, timing, renewal rules, and account-management rules may be explained separately in EarthOnMall’s purchase options cancellation policy or subscription terms.

Subscription returns

Subscription products must meet the same return eligibility requirements as one-time purchases. Opened, used, unsealed, or partially consumed products are not eligible for change-of-mind return simply because they were purchased through a subscription.

Bulk Savings, Promotions, and Returns

If an order received bulk savings, tiered pricing, coupon savings, automatic discounts, promotional pricing, free item offers, bundle pricing, subscription pricing, or another promotional benefit, any refund may be adjusted to reflect the promotion actually earned after the return.

Promotional adjustment

If a partial return causes the remaining order to fall below the threshold for a promotion, EarthOnMall may adjust the refund to remove or reduce the promotional benefit, unless prohibited by applicable law.

Free gifts and bundle items

If a product was purchased as part of a bundle or promotional offer, all included items may need to be returned together to receive a full eligible refund. If a free gift, bonus item, or bundle component is not returned, the value of that item may be deducted from the refund where permitted.

Order Cancellations

If you need to cancel an order, contact EarthOnMall as soon as possible. We cannot guarantee cancellation after an order has entered processing, fulfillment, packing, shipment preparation, or carrier handoff.

If an order cannot be canceled before shipment, it may be treated as a return request after delivery and will be subject to this policy.

Refused Delivery and Return to Sender

If a package is refused, not picked up, returned to sender, or undeliverable because of customer action, incorrect address, incomplete address, failure to retrieve the package, or carrier inability to deliver, EarthOnMall may deduct applicable shipping, return shipping, carrier, handling, or restocking-related costs from any eligible refund unless prohibited by law.

Returned-to-sender packages may be inspected before any refund is approved. Opened, damaged, or non-returnable items may not qualify for refund.

Fraud, Abuse, and Excessive Returns

EarthOnMall reserves the right to deny, limit, suspend, or review returns, refunds, replacements, promotions, or account access where return activity appears fraudulent, abusive, excessive, inconsistent with this policy, or otherwise harmful to EarthOnMall, customers, carriers, payment processors, or fulfillment partners.

Examples may include repeated claims of missing packages, altered products, used-product returns, return of different items, empty package returns, chargeback abuse, misuse of promotions, or other activity suggesting abuse or fraud.

Manufacturer, Warranty, and Product Label Issues

Some product issues may be subject to manufacturer review, product labeling, lot information, warranty terms, or other manufacturer-specific procedures. EarthOnMall may direct you to product packaging, manufacturer information, or the product label when appropriate.

This policy does not create any warranty beyond what is expressly provided by EarthOnMall in writing or required by applicable law.

Policy Conflicts and Legal Rights

If this policy conflicts with non-waivable rights under applicable law, those rights will control. If a specific written EarthOnMall customer-service resolution is provided for your order, that resolution may apply to that order only and does not change this policy for other orders.

EarthOnMall may update this policy at any time. The version posted on our website at the time of purchase generally applies to that purchase, unless a change is required by law, payment processor rule, platform rule, carrier requirement, or other applicable requirement.

Return Questions

For return questions, refund status, damaged item review, missing item review, or incorrect shipment support, contact EarthOnMall with your order number and the email address used at checkout.

You can contact us through the contact method listed on our website or in your order confirmation.

This Return and Refund Policy is intended to explain EarthOnMall’s return and refund practices. It does not limit any non-waivable rights you may have under applicable law.