Returer och återbetalningar

1. Scope of this policy

This policy covers returns of goods you have received. It sits alongside, and does not replace, your statutory rights.

If you simply changed your mind and you are an EU consumer, read the Right of Withdrawal page first — that is the statutory 14-day route and it has its own rules and exceptions.

If the goods are faulty, damaged, mis-picked or not as described, this policy applies and you are not out of pocket.

2. What we cannot accept back

Cannabinoid goods are consumables. Once a seal is broken we cannot verify storage conditions, purity or tampering, so we cannot lawfully resell or accept the item back.

These exclusions exist for health protection and hygiene. They do not apply where the item is faulty, damaged in transit, or not the item you ordered.

• Flower, pre-rolls, edibles, tinctures, capsules, topicals and any consumable whose seal, film or tamper band is broken
• Vape cartridges, disposables and pods once removed from sealed packaging
• Any item that has been used, partly used, decanted, refilled or repackaged
• Items stored outside the conditions on the label, for example heat-exposed or frozen goods
• Personal-hygiene accessories such as mouthpieces and filter tips once unsealed
• Products past their best-before or use-by date at the time you return them
• Made-to-order, personalised and custom-blended items
• Clearance and final-sale items marked as such on the product page

3. What we do accept back

Unopened, unused goods in their original sealed packaging, with all tamper seals intact, returned within 30 days of delivery.

Hardware and accessories — grinders, storage, non-hygiene vape hardware — in resaleable condition with all parts and manuals.

Anything faulty, damaged, expired on arrival, mis-picked or materially different from its description, at any point within the statutory conformity period.

4. Damaged, leaking or defective goods

Report damage within 7 days of delivery to support@vitalleafrx.com with your order number, photographs of the outer box, the inner packaging and the item, and the batch code printed on the label.

We do not usually ask for damaged consumables to be posted back; a photographic report is enough, and where a product may be unsafe we tell you how to dispose of it.

Confirmed damage is replaced from the next available batch or refunded in full, including the original shipping, at your choice.

5. Wrong item received

Tell us within 14 days of delivery. Keep the item sealed.

We send a prepaid return label and dispatch the correct item as soon as the return is scanned by the carrier, or immediately where the value is low.

Nothing is deducted from your refund and you pay no return carriage for a picking error.

6. Batch and lab-report mismatches

Every batch is published with a certificate of analysis. If the batch code on your item does not match the certificate shown for it, or the cannabinoid profile is outside the stated tolerance, treat it as a non-conformity and contact us.

We will re-check the batch record and, where the mismatch is confirmed, refund or replace, and where necessary withdraw the batch from sale.

Natural variation in colour, aroma, moisture and appearance within the certified profile is not a mismatch.

7. How to start a return

Write to support@vitalleafrx.com, or use the returns form in your account, quoting the order number and the reason.

We reply within two working days with a return authorisation number and the return address. Returns sent without an authorisation number cannot be matched to an order and may be refused.

Pack the item so it survives the journey. Use the original packaging where possible and do not attach labels directly to the product box.

• Step 1 — contact us within the applicable window
• Step 2 — receive your return authorisation number and address
• Step 3 — pack the item, unopened, with the authorisation number visible on the outer packaging
• Step 4 — send it with a tracked service and keep the proof of postage
• Step 5 — we inspect within 3 working days of receipt and confirm the outcome by email

8. Return shipping costs

We pay return carriage where the item is faulty, damaged, expired, mis-picked or not as described.

You pay return carriage where you changed your mind, including returns under the right of withdrawal, unless local law says otherwise.

Use a tracked service. Until we receive the parcel, the risk of loss in transit is yours.

9. Inspection and deductions

We inspect returns for broken seals, use, contamination and missing parts. Photographs are taken at intake and kept with the return record.

We may reduce a refund to reflect a diminished value where you have handled goods more than is necessary to establish their nature, characteristics and functioning. Opening a sealed consumable goes beyond that.

If a return is rejected we tell you why and offer to send it back at your cost, or to dispose of it, within 14 days of the decision.

10. Refunds

Approved refunds are issued to the original payment method. We cannot refund to a different card, account or person.

We process refunds within 14 days of accepting the return. Bank posting times of 3 to 10 working days are outside our control, and bank transfers to non-euro accounts may lose value on conversion.

Refunds cover the product price and, where the whole order is returned within the statutory window, the standard outbound shipping. Upgraded shipping is refunded only up to the standard rate. Customs duties already paid must be reclaimed from the customs authority at your destination; we provide the paperwork on request.

11. Exchanges

We do not operate direct exchanges, because stock and batch availability change daily.

Return the eligible item for a refund and place a new order. If the replacement is needed urgently, order it straight away and we refund the return when it arrives.

12. Abuse of the returns process

Returns are monitored. Repeated returns of opened consumables, claims of non-delivery on tracked and signed shipments, and patterns consistent with resale may lead us to require photographic evidence before approving a claim, to refuse future orders, or to close the account.

Deliberately false claims may be reported to the payment provider and, where the loss is material, to the authorities.

13. Contact

Returns and refunds: support@vitalleafrx.com. Quote your order number in the subject line.

Formal notices: legal@vitalleafrx.com or [REGISTERED ADDRESS].