Refund policy

Effective Date: November 4, 2025

Our priority is customer satisfaction. We adhere to all UK consumer protection laws, including the Consumer Contracts Regulations 2013, while also maintaining strict safety and hygiene standards for our products.

1. 30 Day Returns Window

We offer a 30 day return policy. This provides you with 30 days from the Date of Delivery (as confirmed by the shipping carrier) to request a Return Authorization (RA) for your purchase.

Eligibility and Condition (Critical Safety Requirement)

To be eligible for a return, the item must strictly meet the following conditions:

UNOPENED AND SEALED: The item must be completely unused, and the original protective tamper-proof seal and packaging must be entirely intact and untampered with.

Original Condition: Must be in the same condition that you received it, with all original tags/labels attached.

Proof of Purchase: Accompanied by the original receipt or proof of purchase.

STRICT HYGIENE AND SAFETY DISCLAIMER: Due to the nature of our products (consumables, topicals, and supplements) and strict quality control standards, we absolutely cannot accept returns for any item that has been opened, used, or where the safety seal has been broken, removed, or compromised. These items are non-returnable for safety reasons.

2. How to Initiate a Return

To start a return, you must first contact us to request a Return Authorization (RA) number:

Email: helpdesk@purenativecbd.co.uk

If your return is approved and an RA number is issued, we will send you instructions on how and where to send your package.

Important Liability Note (Return Shipping Cost):

Faulty/Damaged/Incorrect Item: If the return is due to a defect, damage, or an error on our part, we will provide a pre-paid return label, and the return shipping is free.

Change of Mind: For all other returns (e.g., change of mind, incorrect purchase), the customer is responsible for the cost of return shipping. This cost will be deducted from your final refund amount.

Items sent back to us without first requesting and receiving an RA number will be refused upon delivery and returned to the sender at their expense.

3. Damages and Issues

You must inspect your order immediately upon reception. If the item is defective, damaged in transit, or you received the wrong item, you must contact us within 48 hours of the Date of Delivery. This allows us to evaluate the claim promptly and provide a replacement or full refund.

4. Exceptions / Non-Returnable Items (Final Sale)

The following items are deemed Final Sale and cannot be returned under any circumstances:

Any product where the safety seal has been broken or tampered with.

Gift cards.

Perishable goods (if applicable).

Products explicitly marked as "Final Sale" or "Clearance" at the time of purchase (unless proven defective).

5. Refunds

We will notify you by email once your returned package has been received and inspected. We aim to process this inspection within 5-7 business days of receipt. We will then notify you of the approval or rejection of your refund based on the condition of the safety seal and packaging.

If approved, the refund will be automatically processed on your original payment method.

Deductions:

Original shipping charges are non-refundable.

The cost of return shipping (for change-of-mind returns) will be deducted from your refund amount.

Please allow an additional 5-10 business days for your bank or credit card company to process and post the refund to your account.