Guides retailers on what to do if there is a product issue, order error, or shipping problem, including how returns, credits, and support requests are handled.
How long does it take to process a refund?
Once your authorized return is received and inspected, approved refunds are typically issued within 2–5 business days to your original payment method. Refunds are for the product cost only and exclude original shipping charges and Shipping Insurance.
Failure to follow the return instructions or send back product in the condition agreed upon may result in delays, refusal of the return, or denial of any refund or replacement.
Do I need special documentation for returns?
Yes. When necessary, we can provide a Notice to Postmaster / Statement of Compliance confirming the legality of hemp shipments under the 2018 Farm Bill. If you need this documentation, let us know when you request your return authorization.
How do I start a return or exchange?
To initiate a return, contact our support team or your sales rep with your order number and the reason for the return. You can email us at [email protected]. We will review your request, provide return instructions, and let you know if additional documentation (such as photos) is required before a return is approved.
Please do not send product back until your return has been authorized.
What is your return policy?
We want you to be confident in what you receive, but because of the nature of hemp products, returns are limited to specific issues.
Returns are accepted only for the following reasons:
- Bugs
- Mold
- Damaged product
- Missing product
- Unsatisfactory product
- Wrong strain
- Wrong quantity
Each return request must clearly state one of the reasons above. Returns outside of these reasons are not eligible.
All returns must be pre-authorized. Unauthorized returns may be refused and are not guaranteed a refund or replacement.
Shipping charges and Shipping Insurance from the original order are non-refundable.