Returns & Refunds

Bought on Amazon? If you bought your Loopware product through Amazon, start your return through Amazon — go to Your Orders in your Amazon account. Amazon handles the return and issues the refund for those orders; we can't process a refund for an order placed on Amazon. The rest of this page is for orders placed directly at loopware.earth.

For orders placed directly with us at loopware.earth:

There are three separate ways to send something back. They sit on top of each other — using one does not take away the others.

How to start a return

Email [email protected] with your order number, telling us what you'd like to return and why. We'll reply with everything you need — including where to send it and how — and arrange the return for you. Return postage is free.

1. Your statutory right to cancel (14 days)

You have the legal right to cancel your order within 14 days of the day you receive it, without giving a reason. To cancel, tell us clearly before the 14 days are up — email [email protected], or use the cancellation form below. You do not have to use the form.

Once you've told us, send the goods back within 14 days of letting us know. We'll refund you within 14 days of getting the goods back, or of you showing us you've sent them — whichever is sooner. We refund to the payment method you used, including the standard delivery cost you originally paid. If you chose a more expensive delivery option, we refund the standard cost.

2. Our 30-day change-of-mind returns policy

Beyond the statutory 14 days, we give you 30 days from receiving your order to return an item you've simply changed your mind about. This is in addition to your statutory rights, not instead of them. The item should be unused and in a condition we can resell, with its packaging.

3. What it costs you

Returning an item is free. We cover return postage on change-of-mind returns and on anything faulty, damaged or not as described.

4. The condition of what you send back

You may handle and inspect an item as you would in a shop. If you go beyond that and the item's value drops as a result, we may reduce your refund to reflect it. We'll always tell you if we intend to, and why.

5. If your order is faulty, damaged or not as described

This is not a change-of-mind return and the rules are different — and better for you. Under the Consumer Rights Act 2015, if goods are faulty, not as described, or not fit for purpose you can normally reject them and get a full refund within 30 days of receiving them. After 30 days you can ask us to repair or replace them, and if that doesn't work you may be entitled to a refund or price reduction. We pay return postage on anything faulty, damaged or not as described. Email [email protected] with your order number and a photo and we'll arrange it.

6. Our Lifetime Guarantee

Separately, our products carry a Lifetime Guarantee against manufacturing defects. If a container fails because of how it was made — not through accident, misuse or ordinary wear — we'll repair, replace or refund it, at our option, for as long as you own it. It's in addition to everything above and to your legal rights. See our Lifetime Guarantee page.

7. Refunds

We refund to your original payment method, within 14 days of receiving the goods back — or, if sooner, within 14 days of you showing us you've sent them. We do not charge a restocking fee.

8. Cancellation form

You don't have to use this — any clear statement will do — but you can copy it into an email to [email protected]:

To Palm & Pine Living Limited, Flat 3, 26 Craven Street, London WC2N 5NT, [email protected]:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Date:

9. Questions

Email [email protected]. For free independent advice about your rights, contact the Citizens Advice consumer service.

Last updated: 27 July 2026