Refund and Returns Policy

Overview

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.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at claire@hempwell.co.uk. If your return is accepted, we’ll send you a link to arrange the return for free with Royal Mail. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any questions related to returns at claire@hempwell.co.uk or call 0800 772 0508.

Damaged Goods or Products

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Typically, we will endevoutr to send a replacement product to you as quickly as possibly and aslo arrange for the damaged good to be collected and returned to our office.

Exceptions / Non-returnable Items

Items that have been opened or used are non-returnable. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will contact you in order to process the refund via bank transfer or a refund back to the original purchasing credit or debit card.

Please allow some time for the transaction to appear in your account, bank transfers should arrive within 1-2 days and refunds to cards can take up to 7 days.

Note that you will be refunded for the cost of product but any shipping costs paid will not be refunded.

Non-GBP Refunds

Please note that any returns from any currency other than GBP may incur currency exchange fees. Hemp Well Ltd is not liable for any currency exchange fees you may be charged by your bank. Please be aware of this when purchasing from another currency.

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 phil@hempwell.co.uk.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at claire@hempwell.co.uk and send your item to: Hemp Well Limited, Innovation Centre, York Science Park, YO10 5DG.

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 they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Hemp Well Limited, Innovation Centre, York Science Park, YO10 5DG..

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 returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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