Receiving a Refund
A refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. Your refund will be credited to the original form of payment used for the original transaction and will be in the amount of the product price less the return label fee if applicable. Any duties paid for orders shipped to Canada, the UK, or France will NOT be refunded. Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.
Lost or Undeliverable Orders
If your order is lost or damaged by the courier, we will replace the order as soon as we have confirmation from the courier. If the item is not delivered because of incorrect delivery information, we will aim to contact you in order to arrange a redelivery at additional cost.
We aim to use the best courier services, however, we cannot guarantee the level of the delivery service provided by our delivery partners. Please inform us of any problems with your delivery and we will do our utmost to resolve the issue.
30 Days Guarantee
You may return the goods purchased from us within 30 days of receipt, unopened and sealed. We cannot accept opened items due to the nature of the products we sell.
To cancel or return goods, please contact us via email quoting your order number. W
We will resend or refund any damaged or expired goods received by us within 30 days after receiving the package.
Please notice, that CBD can only be sold as a food supplement and is not intended as a cure.
We aim to offer our customers a high quality of customer service at all times. If you are unsatisfied or unhappy with the service you have received please let us know, and we will do our best to make things right.
To make your complaint known to us, please email firstname.lastname@example.org or write to us at:
13 Hawley Cres
Camden Town, London
We aim to resolve your issues as quickly as possible, however, more complex problems may take more time and involve further investigation. We will review your complaint in a fair, impartial and timely manner.
We will confirm that we have received your complaint and begin reviewing it within 3 working days from the date your complaint was received. All our complaints should be resolved within 8 weeks and you will receive a copy of the resolution in writing for your records within 8 weeks from the date your complaint was received
If a resolution is not possible within 8 weeks, we will write to you to let you know why we have not resolved your issue and when we expect your issue to be resolved and a final response issued.
For more information regarding lost or undeliverable orders and for more information regarding returns and our 30 day guarantee policy, please visit the Terms and Conditions page on https://theonlinecbdshop.co.uk/