returns and refunds policy

Faulty or Damaged Items

We take pride in supplying high quality products. Should there be any issue with your order, please refer to the procedure below for returning faulty or damaged items.

Return Procedure

• Parcel Inspection: Please examine your parcel for defects, damage or inconsistencies within 14 days of receipt.
• Report the Issue: Contact us at info@karmacoastcbd.co.uk, providing your order number or delivery address, a description, and a photo of the item(s) in question.
• Arranging the Return: Once we receive your report we will coordinate the return of the faulty or damaged product.
• Assessment Period: Items returned to us will be reviewed within 10 days of arrival.

Please be aware that all products must be verified against the reported issue before we can process a replacement, substitute, or refund.

Replacements

• Sending a replacement: We will dispatch a replacement after confirming the returned item’s condition.
• Alternative Product: If an exact match is not available or suitable, we may offer a similar item of equal value.

Additional Notes

• Pack your item securely to prevent any damage during its return journey.
• Keep your proof of postage until the return is resolved and a replacement or alternative item has been received.
• Include a returns note inside your parcel. If printing is not possible, handwrite the details and enclose the note. Without this, we may not be able to identify your return and process it accordingly.

Unwanted or Unsuitable Items

If a product doesn’t meet your expectations, the following outlines how to return it.

Return Procedure

• Timeframe: Items must be returned within 14 days of receipt.
• Condition: Returned goods must be unopened, unused, and in their original condition.
• Notify Us: Email info@karmacoastcbd.co.uk with details of the item and reason for return.
• Support Available: Our team can offer advice on product use if you’re unsure about suitability, based on other customer experiences.

Returning the Product

• Return at Your Expense: Return postage is your responsibility if you no longer require the item.
• Proof of Postage: Please ensure you obtain proof of postage to track your return. Karma Coast cannot be held liable for items sent back incorrectly

Replacements, Alternatives, or Refunds

• Once received: After the item is returned and reviewed, a replacement will be sent free of charge.
• If Unsuitable: Where an identical replacement isn’t ideal, we may suggest an alternative item of equal value with complimentary delivery.
• Refunds: Should neither option be viable, we can issue a refund.

Inspection: All returned goods are subject to inspection. We aim to complete the process within 10 days if the return reason is validated.

Delivery Charges

• Non-refundable: Original delivery costs are not refunded for returns based on preference or unsuitability.

For assistance, please email our customer service team at info@karmacoastcbd.co.uk

Incorrect Items or Orders

If you’ve received an incorrect item or order, we apologise for the error. Please follow the instructions below.

Steps to Take

Check immediately: Review your parcel upon delivery to confirm you’ve received the correct products.

• Get in Touch: Email info@karmacoastcbd.co.uk with your original order information and incorrect item(s) details.
• Include Images: Attach photos of the incorrect items for swift resolution.

Return and Resolution

• Return Arrangement: Once confirmed, we will arrange the return of the incorrect items at no cost to you.
• Replacements: The correct products will be dispatched promptly at no extra charge.
• Substitute items or refunds: If a direct replacement is not feasible, a similar item of equal value may be offered, or a refund can be processed.

Packaging

Please ensure returned items are packaged securely to prevent damage during transit.
For support, email info@karmacoastcbd.co.uk. We aim to resolve any issues efficiently.

Order Cancellations

Due to our rapid dispatch process, cancellations must be made quickly:

• Orders must be cancelled by 2pm the same day of the order being placed.
• If the order has already been prepared and labelled, you will need to return it using our unwanted items return process.

Amending Orders or Delivery Details

We process orders swiftly, so changes must be made quickly:

• Changes Allowed: Product swaps (same value), delivery address updates, or contact detail adjustments.
• Email our team at info@karmacoastcbd.co.uk and we should be able to:
• Change the delivery day
• Change to store collection

Missed Deliveries

To stay updated on your delivery, ensure your email or mobile number is included with your order. We will send tracking when requested.