Cancellation and Cooling-Off

11. What the law gives you

There is no general federal right to cancel an online purchase in the United States. The FTC's Cooling-Off Rule gives a three-day right to cancel, but it applies to sales of $25 or more made at your home, workplace or a temporary location away from the seller's normal place of business — door-to-door and similar sales. It does not apply to a mail, telephone or internet order, and it does not apply to this store.

What federal law does give you is the FTC's Mail, Internet, or Telephone Order Merchandise Rule. We must have a reasonable basis to expect we can ship within the time we state, or within 30 days if we state no time. If we cannot, we must tell you, offer you the choice of waiting or cancelling for a full refund, and refund you promptly if you cancel. Section 4 sets out how we apply that.

A handful of states add their own rights — California, for example, requires certain retailers to post a return policy and makes an unposted policy a 30-day right — and some states regulate refunds on specific product categories. Where your state gives you more than this page does, your state law governs and nothing here limits it.

None of this applies to business customers or to purchases made under wholesale terms.

22. Our voluntary 30-day cooling-off policy

Because federal law gives online buyers no cooling-off period, we give one contractually. You have 30 calendar days from the day the parcel is delivered to change your mind about any unopened, sealed item and send it back for a refund of the purchase price.

This is a contractual concession, not a statutory right. It runs alongside your rights over goods that arrive damaged, incorrect or not as described, which are covered by the Returns and Refunds policy and are not limited by this page.

The 30 days run from delivery, not from dispatch. For an order delivered in several parcels, they run from the delivery of the last parcel.

33. Products excluded from it

Several categories cannot be resold once the seal is broken, and they are excluded from the voluntary policy for health and safety reasons. Where an exclusion applies, it is stated on the product page before you pay.

The exclusion is triggered by unsealing, not by purchase. A sealed item remains returnable within the 30 days.

• Sealed goods not suitable for return for health or hygiene reasons once unsealed — edibles, tinctures, capsules, topicals, mouthpieces and filter tips
• Goods that are, by their nature, inseparably mixed with other items after delivery
• Goods liable to deteriorate or expire rapidly, including fresh and short-dated products
• Goods made to your specification or clearly personalised, including custom blends and engraved hardware
• Opened seed packs, where the seal or tamper band has been broken

44. What is still returnable

Any consumable still in its original, intact seal, with tamper bands unbroken.

Hardware and accessories that are not hygiene-sensitive, in resaleable condition with all parts and packaging.

Merchandise, storage and gift items in unused condition.

55. Cancelling before dispatch

An order that has not yet been picked can be cancelled outright for a full refund, including shipping. Email [email protected] with your order number as soon as you decide; we pick before 2:00 p.m. Mountain Time on business days, so same-day cancellations need to reach us before then.

If we cannot ship within the time stated at checkout, we will contact you, give you the option to wait or to cancel for a full refund, and process a refund promptly if you choose to cancel. That is the Mail, Internet, or Telephone Order Merchandise Rule in practice.

Once a parcel has been handed to the carrier it cannot be recalled. Refusing delivery is not a cancellation notice; follow section 6 instead.

66. How to use the 30-day policy

Tell us clearly, before the 30 days expire, that you want to return an item. An unambiguous statement is enough — an email naming the order number and the items concerned.

Send it to [email protected] or by mail to [COMPANY LEGAL NAME], [REGISTERED ADDRESS]. We confirm receipt in writing without delay and issue a return authorization number.

Do not send goods back without that number — unidentified parcels cannot be matched to your order.

77. Returning the goods

Send the goods back without undue delay and in any event within 14 days of telling us you are returning them. The deadline is met if you hand them to the carrier before that period expires.

You bear the direct cost of return shipping. Based on current rates, that is approximately [RETURN COST ESTIMATE] for a standard domestic parcel. Use a tracked service; the risk of loss in transit is yours until we receive the parcel.

Return shipping is on us where the item arrived damaged, incorrect or not as described — see the Returns and Refunds policy, which is the right route for those cases.

88. Refund and diminished value

We refund the purchase price of the returned items within 14 days of receiving them. Outbound shipping is refunded only where the whole order is cancelled before dispatch, or where the return is our fault.

We may hold the refund until we receive the goods back, or until you provide proof of dispatch, whichever comes first.

You are liable for any loss in value from handling the goods beyond what is needed to establish their nature and functioning. Breaking a hygiene seal removes the item from the policy entirely; scuffed hardware or missing packaging is a partial deduction, stated to you before the refund is issued.

99. Effect on the rest of the order

You may return part of an order. If the retained value then falls below the free-shipping threshold, we may deduct the shipping cost we originally waived.

Where a bundle or multi-buy discount was applied, returning one component re-prices the remaining items at their normal rate and the refund is adjusted accordingly.

1010. Questions and disputes

Cancellation questions: [email protected]. Practical return questions: [email protected].

If we disagree about whether an exclusion applies, you keep every route open to you under federal and state law, including your state attorney general's consumer protection division, your state consumer affairs agency, the Federal Trade Commission at reportfraud.ftc.gov, and the dispute process of the card network or payment provider you used.