Refund and Returns Policy

We hope you love your EdenWave purchase, but if you are not completely satisfied, we’re here to help.

You may return items within 14 days of receipt for a refund, provided they are unused, in their original condition, and in the original packaging.

Items We Cannot Accept for Return

For hygiene and safety reasons, we cannot accept returns on:

Perishable goods such as food or treats
Personalised or custom-made items
Health and hygiene products once opened
Gift cards (non-refundable once issued — see Gift Card Terms & Conditions for details)

How to Start a Return

Contact us at info@edenwave.gg with your order number and reason for return.
We will email you a prepaid Royal Mail Tracked return label, free of charge. You can print it at home or, where a QR code is provided, take it to a Post Office to have the label printed for you.
Please post your return within 7 days of receiving the label, as the label expires after that.
Where possible, please reuse the box we sent your order in. If you need to use a different box, let us know its approximate size and weight so we can arrange the right label.

Refund Process

Once we receive and inspect your returned item, we will notify you by email.
If approved, your refund will be processed to your original payment method within 7 working days, and always within the legal period of 14 days from receiving the returned item.
For international returns: Processing may take longer due to shipping and customs delays, but will be completed within 14 days of receiving the returned item.
If you cancel within the 14-day cooling-off period and return your whole order, we will also refund the delivery charge you paid, up to the cost of our standard delivery option. If an item is faulty or sent in error, we will refund the full delivery cost you paid.
Refunds will always be issued to the original payment method used at checkout.
We are unable to process refunds to alternative accounts or payment methods.
EdenWave cannot take responsibility for delays or issues caused by inactive or closed accounts.

Order Cancellations (UK Orders)

Under UK consumer law, customers have the right to cancel most online purchases within 14 days of receiving their order — this is known as the cooling-off period.

If you wish to cancel your order, please contact us at info@edenwave.gg as soon as possible.
If your order has not yet been dispatched, we will cancel it and issue a full refund.

Once an order has been dispatched, it cannot be cancelled, but you may still return the item under our Refund and Returns Policy.
Refunds will be processed within 14 days of receiving the returned item.

Please note that the following items are excluded from cancellation rights under UK law:

Perishable goods (such as food or treats)
Personalised or custom-made products
Health and hygiene products once opened
Digital downloads once the file has been accessed

If you have any questions about your right to cancel, please contact us before placing your order.

International Orders

All international orders are handled through our Mail Order service.

If you wish to cancel your international order, please contact us before making payment.
Once payment has been received and processing has begun, we are unable to accept cancellations.

Once payment has been made and the order is confirmed, it is considered final.

Therefore, international orders are non-refundable and non-returnable once shipped, except in cases of shipping damage or incorrect items.

If you have any concerns before purchasing internationally, please contact us at info@edenwave.gg for clarification.

Exchanges

We do not offer direct exchanges.
However, if you wish to receive a different item, please return your original purchase for a refund and place a new order.
This ensures that all items are processed fairly and hygienically, in line with UK consumer regulations.

Gifts

If you would like a different item, please return your purchase for a refund and place a new order.

If the item was marked as a gift at the time of purchase:

We will remove all pricing information from the package.
A gift message provided by the purchaser will be printed on a label and placed on an EdenWave-designed card included in the parcel.
Refunds for returned gifts will be issued to the original purchaser, as refunds can only be made to the original payment method.
Unfortunately, we are unable to issue refunds or credits directly to the gift recipient.

Late or Missing Refunds

If you haven’t received your refund after 10 working days from approval, please allow a few additional days for bank processing times before contacting us.

Contact

Check with your bank or card provider.
If the refund has not appeared, please contact us at info@edenwave.gg for assistance.