Delivery & Returns

Delivery & Returns Policy

Delivery

All orders are shipped from within the UK. Any orders placed before 12:00 will be processed the same day. All orders processed after 12:00 will be processed the following business day.

All orders placed before 12pm will be shipped SAME DAY. Orders placed after 12pm will be shipped the following day.

All deliveries are made by a third-party and are subject to their terms and conditions.

Returns

Our products carry a 14-day customer satisfaction guarantee. In the unfortunate circumstance that you want to return any items we will adhere to your rights as per the Consumer Rights & Statutory Cancellations Rights. Upon the purchase of any item, you must accept the Terms of Service which state that you fully understand our returns policy.

If you are unhappy with your purchase, please contact The Hemp Connect customer service team. You may return an item within 14-days of the delivery date. You then have a further 14-days to return any products in its original packaging and in an unused condition along with any proof of purchase information. For hygiene reasons we cannot provide a refund for any item in which the seal is broken. Any items returned outside the 14-day window are ineligible for refund.

There are several goods that are exempt from returns, even if they are still within the 14-day window. These include perishable goods, sanitary goods, hazardous materials and flammable liquids or gases. Also ineligible for return are gift cards, sale items and health and personal care items.

Cancellations

To cancel an order, please contact The Hemp Connect as soon as possible after placing it via our customer service team. Unfortunately, there is no guarantee that we will be able to cancel your order before it has been shipped due to speed in which orders are processed, however we will endeavour to do so.

Faulty Goods

If you experience a fault with any of our products, please contact our customer service team. In the first instance we will try to troubleshoot any issues with you. We offer a refund for any faulty goods for up to thirty days after you have received the product, after this window the item will be eligible for repair. If we are unable to repair the device, we will either issue a replacement or a gift card. We ask you to contact the manufacture for any faulty devices older than 6 months that are still under warranty. If we are unable to replicate the fault of any items, we shall return the item to you.

Refunds

Once your return item is received by us, we will decide the eligibility for the refund determined by whether it adheres to the conditions stated. Once a decision has been made we shall notify you of our decision and process the refund where possible. Any approved refunds will see a return in monies paid back to the original method of payment.

Damage During Shipping

Before leaving our warehouse, all shipments are carefully inspected to ensure that they are of the highest quality. Upon the delivery of any items, please check them carefully to ensure there has not been any damage due to transit. If you notice your product is damaged in any way then refrain from using it and contact us within 48 hours, along with any supporting information. This should include an explanation and well as a photograph of the damage. Damaged items are eligible for a refund, gift voucher or a replacement.

Late or Missing Refunds

Please allow up to 5 working days for the refund associated within any return outstanding to make its way back to the original method of payment. This will allow time for any banks involved to process the refund on their part. If the refund hasn’t been received after 5 workings days, please confirm this by checking non-receipt of the refund in your account and contact us to explain the situation. In this instant we shall open our own line of investigation as to the progress of the refund and shall explain accordingly.

Gifts

Any item marked as a gift item upon purchase will only be eligible for a gift credit to the value of the items upon their successful return, only if returned by anybody other than the original purchaser of the item. If the party who purchased the items is to return them, we will refund them as per the normal process and refund any money as applicable.

Shipping

Any shipping costs incurred from the return of any items refunded are under the responsibility of the party returning the item. All shipping costs are non-refundable. We advise to track any items returned or to purchase shipping insurance. We don’t guarantee that we will receive any items returned items.

Please ensure that any items returned to us are returned in the quality of which they were sent. Any item that is returned and damaged in transit due to poor packaging will not be eligible for a refund.

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