Refund Policy

RETURNS PROCEDURE & REFUND POLICY

If you need to return or exchange your item because you have received an incorrect, damaged or faulty product, please send the item back to us via Royal Mail registered post, with the returns form enclosed. Our returns policy lasts 14 days, with the exception of goods damaged in transit, which must be reported within 72 hours. Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. In addition, you will need to send an email to our customer care team on shop@hempbotanics.com, attaching a photo of the product and invoice, along with proof of postage (tracking details), so that we may process your return or exchange in a timely manner. We can not refund any opened items unless they are damaged or faulty, and we can not process refunds for unwanted items until we receive them. Furthermore, we can only refund return postage costs for incorrect, damaged or faulty items.


Our policy lasts 14 days. If 14 days have passed since your purchase, we are unfortunately unable to offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Several types of goods are exempt from being returned. Perishable goods such as food, gift cards, some health and personal care items, and intimate or sanitary goods also cannot be returned.


There are certain situations where only partial refunds may be granted at our discretion: any item not in its original condition, that is damaged or missing parts for reasons not due to our error, or any item that is returned more than 14 days after delivery.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, usually within 3-5 working days. If you are still waiting on your refund after this time period has passed, first check your bank account again. If the funds are still not reflected, contact your bank or payment provider; there is often some processing time before your refund is officially posted. If you have followed these steps and you still have not received your refund, please contact us at shop@hempbotanics.com.


We do not take responsibility for fees due to custom and excise, importation delays or any other customs related problems. We will also not refund any costs incurred from international orders. If you are ordering your product to be sent to a country outside of the UK, please first check that country's regulations on the product. For all international orders, you will be liable for any duties and taxes charged in the country of delivery. Additionally, we can not be held liable for products seized by authorities outside of the UK, thus will not offer refunds in this case as international orders are to be made at your discretion. If your international order is returned to us by our shipping provider as it did not clear customs in the country of arrival, we will promptly refund you for goods purchased, however, we are unable to refund you the shipping costs. We will only refund the shipping cost of international orders if they do not leave the UK, or do not clear UK customs.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


To return your product, please send your product to Hemp Botanics Ltd, Unit 43, Space Business Centre, Knight Road, Rochester, Kent, ME2 2BF. You will be responsible for paying for your own shipping costs for returning your item, unless the item is incorrect, damaged or faulty, in which case the return shipping cost will be credited to you upon receipt of proof of postage. The initial shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item.