RETURNS

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t 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.

 

Consumable goods are not eligible for return. These include oils, creams, supplements,  and any other consumable item.

 

To complete your return, we require a receipt, proof of purchase or return packing slip.

 

There are certain situations where only partial refunds are granted:

 

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

 

Refunds

Once your returned item 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 credit card or original method of payment, within a certain amount of days. There is often some processing time before a refund is posted.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at orders@cannalive.com.

 

Gifts

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.

 

Shipping

To return your product, you should mail your product to: Cannalive EMEA Ltd Suite 43, Maddison House, 226 High Street, London, CRY, CR9 1DF, United Kingdom.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

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 £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Damaged Goods

We work hard to ensure that your order, when received, arrives in perfect condition. There are times, however, when damage may occur in shipping.

 

If you receive a product which has arrived broken, contact us immediately (within 7 days of receipt) so we can work on a solution to the problem and help to replace your order.

 

Please keep ALL packing materials (including product box, if it came with one). The only way credits or replacements may be authorized is by returning the entire package to us.

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