Returns & refunds policy

Our 30-day returns policy

We want you to be confident in your purchase. If you change your mind, we offer a 30-day return window from the day your order is delivered, applicable to unopened products in their original sealed packaging.

This policy is in addition to your statutory consumer rights under the UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

What's eligible for return

You can return items if they meet all of the following conditions:

• Unopened in their original, sealed packaging
• Original tamper seals intact (where applicable)
• Within 30 days of the delivery date
• Accompanied by proof of purchase (order number, dispatch email, or invoice)
• In resalable condition — no damage, scuffs, or missing components

What's not eligible for return

For health, safety, and hygiene reasons, the following cannot be returned once dispatched:

• Opened products of any type (CBD oil drops, vape pens, e-liquids, gummies, pods)
• Products with broken tamper seals
• Used vape devices or devices with consumed e-liquid
• Products outside the 30-day window
• Sale or clearance items marked as final sale at point of purchase
• Gift cards

How to return an item

1. Start your return online

   Use our self-service returns portal — enter your order number and email, choose the items you want to return, and you'll get an RMA (Return Merchandise Authorisation) number instantly. Prefer email? Send your order number to sales@hazecbd.co.uk and we'll issue an RMA manually within one working day.

2. Pack the items securely

   Use the original packaging where possible. Include a note inside with your RMA number and order details. Make sure tamper seals are still intact.

3. Send the package back

   Post to the return address provided in your RMA confirmation email. We recommend tracked postage — return shipping is at your cost unless the product was faulty or sent in error.

4. Wait for confirmation

   We'll inspect the returned items within 2 working days of receipt and confirm by email. If everything's in order, we'll issue the refund.

5. Receive your refund

   Refunds are processed to the original payment method within 5–10 working days of confirmation. See the timeline section below for more detail.

Refund timeline

Damaged or wrong items

If you’ve received damaged, faulty, or incorrect items, our normal returns restrictions don’t apply. Contact us within 48 hours of delivery and we’ll arrange a free replacement or full refund — including return shipping if needed.

To help us resolve quickly, please include:

• Your order number
• A description of the problem
• Photographs of the damaged item and packaging (if applicable)
• Your preferred resolution (replacement or refund)

Exchanges

We don’t offer direct exchanges. If you’d like a different flavour, strength, or product, please:

1. Return the original item following the process above
2. Place a new order for the item you want

This is faster than processing an exchange because we don’t have to hold your refund pending receipt of new stock. If you need help choosing an alternative product, our team is happy to help — get in touch.

Your consumer rights

Nothing in this returns policy affects your statutory rights as a UK consumer. Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days of delivery for any reason — though for hygiene-sensitive products like CBD, opened items are generally excluded from this right.

Under the Consumer Rights Act 2015, all products must be:

• Of satisfactory quality
• Fit for purpose
• As described

If a product fails to meet these standards, you’re entitled to a repair, replacement, or refund regardless of the 30-day return window. Contact us at sales@hazecbd.co.uk.

For more information on your consumer rights, visit gov.uk/consumer-protection-rights or Citizens Advice.