Shipping and returns
Can I return a CBD product?
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Unopened products with the safety seal intact can be returned within 30 days of delivery for a refund of the product price. Opened consumables cannot be restocked and are not returnable, but damaged or incorrect items are replaced at no cost. Federal rules also require a refund if an order cannot ship on time (FTC, 16 CFR Part 435).
CBD tinctures, softgels and gummies are ingestible products. Once a seal is broken they cannot be resold, which shapes every return policy in the category. The policy below is deliberately conservative and plain. Specific windows and fees are marked where they still need confirmation.
What can be returned?
Unopened products. An item in its original packaging with the tamper seal intact may be returned within 30 days of the delivery date for a refund of the product price. Return shipping is the customer's cost unless the return is the result of an error on this side. TODO: confirm policy with Mike (window length, who pays return postage, restocking fee if any).
Damaged, defective or incorrect items. If a package arrives damaged, a bottle has leaked, or the wrong product was shipped, a replacement or refund is issued at no cost. Send a photo of the item and the packing slip within 7 days of delivery so the carrier claim can be filed in time. TODO: confirm policy with Mike (photo deadline and replacement versus refund preference).
Orders that cannot ship. The FTC's Mail, Internet, or Telephone Order Merchandise Rule requires a seller to ship within the time it advertised or, "if no time frame is specified, within 30 days," and otherwise to obtain the buyer's consent to a delay or refund the payment (FTC, 16 CFR Part 435). If a product is out of stock or an address turns out to be in an excluded state after an order is placed, the order is cancelled and refunded in full.
What cannot be returned?
Opened consumables. Tinctures, softgels, gummies and pet products that have been opened are not returnable. There is no way to verify storage conditions or contents once a seal is broken, and resale would be unsafe. This is the industry norm; wholesale marketplaces that carry topical CBD also list the category as non-returnable.
Products with hemp-derived THC. THCa flower, delta-9 gummies and THC seltzers ship UPS Adult Signature Required to verified 21+ buyers in allowed states only. They are not returnable once delivered, because the return leg would itself be a hemp shipment subject to the same carrier rules and age controls (UPS). Damaged or incorrect items in this category are still replaced.
Refused or undeliverable packages. If an Adult Signature package is refused or returned after the carrier's hold period, the product price is refunded and the outbound shipping cost is not. TODO: confirm policy with Mike.
How do I start a return?
- Email the order number and the reason for the return. Include photos for any damage claim.
- Wait for a return authorization. Unauthorized returns cannot be matched to an order and cannot be refunded.
- Ship the sealed item back by USPS. USPS permits compliant hemp products in domestic mail, and the return is logged against the batch record that USPS requires mailers to keep for 3 years (USPS Pub 52).
- Refunds are issued to the original payment method once the item is received and inspected. Allow the card issuer's normal posting time. TODO: confirm policy with Mike (inspection turnaround).
Why is the policy strict?
Because the product is a food-adjacent consumable with batch-level lab testing. Every bottle sold here is tied to a batch number and a certificate of analysis. A returned, opened bottle breaks that chain of custody, and no second buyer should receive a product whose storage history is unknown. See How should I store CBD oil and gummies? for why storage matters.
If a product is not what you expected after opening, say so. Feedback on taste, texture or strength shapes what gets reordered, even when a refund is not possible.
General information, not personalized guidance.
Sources
- Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435) Federal Trade Commission (accessed 2026-10-13)
- Publication 52, 453.37 Hemp and Hemp-based Products United States Postal Service (accessed 2026-10-13)
- Shipping Hemp and Hemp-Derivatives UPS (accessed 2026-10-13)
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