Return, Withdrawal and Cancellation Policy

Last updated: 28 October 2026

This policy applies to consumer orders with New Earth Store: physical products supplied within the United Kingdom and the seller's own ebooks and audiobooks supplied to the United Kingdom or Poland. It does not limit any mandatory consumer rights under applicable law.

1. Cancellation before dispatch

You may ask to cancel an order before fulfilment or dispatch begins. Email support@new-earth-store.com as soon as possible and include your full name, order number and purchase email address. Once fulfilment has started, cancellation cannot be guaranteed.

2. Right of withdrawal

Physical goods: consumers normally have 14 days to cancel without giving a reason, calculated under the statutory rules after the goods come into the possession of the consumer or a person they nominate other than the carrier. For goods in one order delivered separately, the period is normally calculated after receipt of the last item.

Ebooks and audiobooks without a physical medium: the 14-day cancellation period is calculated from conclusion of the contract. Section 7 explains when this right can be lost following lawful early supply. It is not calculated from delivery of a physical parcel.

Send a clear cancellation statement to support@new-earth-store.com or the seller's postal address before the relevant deadline. Identify the purchase and what you are cancelling; an order number helps. You may use the form in section 11 but do not have to. No reason or permission from us is required.

After cancelling a goods purchase, you have a further 14 days to return the goods to: New Earth Store, Jaroslaw Piotr Kedziora, 2 Toll Bar House, Bargate, Lincoln, LN5 8EE, United Kingdom. A digital file does not have to be returned as a parcel. Statutory rules on calculation and any required extension of the deadline remain applicable.

3. Condition of goods

You may inspect goods only as you would in a physical shop. They should be complete and, where possible, in their original packaging. Original packaging is not a condition of statutory rights. You are responsible for any reduction in value caused by excessive handling, damage or an incomplete return. Where permitted by law, any deduction reflects only that reduction in value.

4. Delivery and return costs

For a change-of-mind return, you must arrange and pay the return shipping. New Earth Store does not reimburse return postage, packaging or other return costs, unless we offered to cover them or applicable law requires us to do so. Required information about return costs is provided before purchase.

For a full statutory cancellation of a goods purchase, we refund the returned goods price and the cost of the least expensive standard delivery option offered at checkout. Premium, express or priority delivery supplements are not refunded. For a partial return, the original delivery charge is not refunded where delivery of the retained products would have cost the same and law does not require a refund.

We do not charge a restocking fee. If goods are faulty, damaged in transit, not as described or incorrect, New Earth Store covers reasonable return costs.

After the statutory withdrawal period, we do not accept returns solely for a change of mind unless we agree otherwise. This does not limit rights concerning faulty or non-conforming goods.

5. Refunds

Refunds use the original payment method without a fee, unless you expressly agree to another method that is free of charge.

For statutory cancellation of digital content, the amount due is refunded without undue delay and no later than 14 days after we receive the cancellation statement. We do not wait for a physical parcel before refunding digital content.

For cancellation of a UK consumer goods purchase where we have not offered collection, the amount due is refunded without undue delay and no later than 14 days after we receive the goods or evidence that they have been sent back, whichever is earlier. If we offered collection, or applicable law requires an earlier refund, the relevant earlier deadline applies, normally 14 days after notification of cancellation. We do not withhold refunds on grounds not allowed by law.

Section 4 explains refunds of standard delivery and return costs. Bank processing time does not change our statutory deadline for issuing the refund. Refunds following a complaint follow the applicable statutory rules described in section 6.

6. Goods and digital-content complaints

Report a fault, damage, missing delivery or mismatch to support@new-earth-store.com, with enough information to identify the purchase and understand the problem. An order number and photographs may help, but a particular receipt or photographs are not the only way to prove a valid claim. You do not have to contact the supplier or repair a product yourself.

Physical goods sold to UK consumers: statutory rights include a short-term right to reject faulty goods, normally within 30 days of delivery, subject to the statutory rules. After that period, you can normally require a repair or replacement at no cost. Where the legal conditions are met, you may claim a price reduction or exercise the final right to reject. A manufacturer's warranty does not replace these rights. We cover reasonable return costs for a valid faulty-goods claim.

Digital content: the loss of a change-of-mind cancellation right does not remove rights concerning non-conformity. Polish consumers may require content to be brought into conformity and, in the circumstances provided by law, reduce the price or withdraw from the contract. For one-off supply, the Polish statutory rules cover non-conformity existing at supply and revealed within two years. UK consumers retain the applicable rights to repair or replacement and, where statutory conditions are met, a price reduction, which can be the full price. These are distinct from the cancellation rules.

For complaints governed by Polish consumer law, we respond within 14 days of receipt on a durable medium, such as email; failure to respond within that period has the statutory effect of accepting the complaint. This is the response deadline, not a promise that every technical remedy will be completed within 14 days. Any statutory refund following a price reduction or withdrawal concerning digital content is made without undue delay and no later than 14 days after the relevant statement, where those rules apply.

7. E-books and audiobooks from our own book collection

Ebooks and audiobooks are digital content supplied without a physical medium. Their format, language, access method, supply time, relevant compatibility requirements and any technical protection or material restrictions are stated before purchase. Unless the product description states otherwise, the purchase grants a personal, non-exclusive and non-transferable licence for private use, subject to rights that cannot lawfully be restricted.

Supply during the 14-day cancellation period requires your prior express consent to early supply, your acknowledgement that you will lose the right to cancel when supply begins, and the required contract confirmation recording that consent and acknowledgement. A general acceptance of these Terms does not by itself provide that specific consent. The right to cancel is lost only if the applicable legal conditions are met. Rights concerning faulty, misdescribed or undelivered content remain.

8. Exclusions

The right to withdraw may not apply to personalised goods, perishable goods, sealed hygiene goods after opening, sealed recordings or software after opening, digital content correctly supplied after the required consent and acknowledgement, and other cases excluded by law. These exclusions do not limit rights concerning faulty or non-conforming goods.

9. Making a request

Email support@new-earth-store.com with your full name, order number, purchase email address, product name, reason for contacting us and relevant evidence. You do not have to give a reason for a statutory withdrawal; describe the problem when reporting a fault or complaint.

10. Seller details

• Store name: New Earth Store
• Seller: Jaroslaw Piotr Kedziora, trading as New Earth Store
• Address: 2 Toll Bar House, Bargate, Lincoln, LN5 8EE, United Kingdom
• Email: support@new-earth-store.com

11. Model cancellation form

Complete and return this form only if you wish to cancel. You may instead send any other clear cancellation statement.

To: Jaroslaw Piotr Kedziora, trading as New Earth Store, 2 Toll Bar House, Bargate, Lincoln, LN5 8EE, United Kingdom; email: support@new-earth-store.com.

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract for the following goods / digital content (*): ____________________

Ordered on / received on (*): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only for a paper form: ____________________
Date: ____________________

(*) Delete as appropriate. You may add an order number to help identify the purchase; its absence does not by itself remove the right to cancel.