Short document because incoming material cannot be legally re-used.

Returns

For safety and chain-of-custody reasons we cannot accept opened, reconstituted or label-broken material back into stock. Returns are accepted only when:

• the unopened unit arrived damaged or mislabelled, or
• a release test fails to match the published COA for that batch.

Send photographs and the batch number to fulfilment within 7 calendar days of delivery; we issue a prepaid label where the claim is valid.

Refunds

Approved claims are credited to the original payment method within 5-10 business days. Discretionary goodwill credit may be offered on a case-by-case basis for transit issues, applied as store credit.

Non-delivery

Parcels marked delivered by the carrier require a police or building report before a re-ship is authorised. Shipping protection, if selected at checkout, covers the same day.

Chargebacks

Filing a chargeback without opening a ticket first forfeits the goodwill credit path. Contact the desk first - nearly every issue we have seen is resolved with a re-ship.