Products that cannot be exchanged or returned

Some products fall under exceptions to the right of withdrawal. You will understand that the following items cannot be exchanged or returned:

• Products that are specially made or prepared for you (custom made items).
• Items that have been used, damaged, or returned incomplete.
• Items that cannot be returned for hygiene and health protection reasons once the seal has been broken after delivery, such as opened packages of dried leaves, powders, tinctures, and other consumable products.

Possible solutions in case of complaints

Depending on the situation, we will offer an appropriate solution:

• Replacement of the product if an incorrect or damaged item has been delivered.
• Refund of the purchase amount for unopened and correctly returned products within the legal return period.
• Investigation & customer contact: if there is any doubt, we will review the situation together. In some cases, we may ask for additional proof, such as a short video (maximum 30 seconds) showing the opening of the package.

Costs for returns and replacements

• Return shipping costs are the responsibility of the customer unless agreed otherwise.
• When a product is replaced, shipping costs for the new delivery may be charged.
• If the problem was clearly caused by us (for example an incorrect shipment or damage during delivery), we will reimburse both the return costs and the original shipping costs.

The service you can expect.

• Return your product
• 14 day refkection period
• Frequently asked questions about returns
• Warranty

Sections: Customer Service, Returns