Returns and Refunds Policy

Supreme CBD LTD


Head office: Supreme CBD, Suite 176, 8 Shepherd Market, Mayfair, W1J7JY London, United Kingdom

Email: customersupport@supremecbd.uk

 

Faulty/Damaged items

We are committed to ensuring that you receive high-quality products. If you encounter any issues with your purchase, please review our returns policy to understand the process for handling faulty or damaged items.

 

Return Policy

  • Parcel Check: Upon receiving your parcel, please inspect it for any potential damage, faults or discrepancies within 14 days of delivery

Reporting Faulty/Damaged Items

  • Contact Us: Email our team at customersupport@supremecbd.uk with your order number or delivery address along with the details of the fault and an image of the product(s) to log the issue.
  • Return Arrangement: After receiving your email, we will arrange for the return of the faulty or damaged item.
  • Inspection Period: Any returned items need to be checked within 10 days of arrival

I hope you understand that we need to ensure all products meet the returns reason before issuing a replacement, alternative or refund.

 

Replacement Process

  • Replacement: Once the item has been received and checked by our team, your replacement will be sent.
  • Alternative Products: If an exact replacement is not suitable, we will consider providing another product of the same value.

Additional Information

  • Ensure the item is securely packaged for the return to prevent any damage during transit.
  • Retain proof of postage until your return has been processed and you have received your replacement or alternative product.
  • Please ensure when you pack your parcel to be returned that you include your returns note (link), if you do not have a printer not to worry you can write this down on paper and insert.

Without the details in your parcel, we will not be able to recognise this is your parcel to get you your replacement.

We do ensure this is done as quickly as possible.

 

Unsuitable/Unwanted Items

We understand that sometimes a product may not meet your expectations. Please review our policy for returning unwanted items to ensure a smooth process.

 

Return Policy

  • Return Window: Customers need to return the parcel within 14 days of receiving it.
  • Original Condition: Items must be in their original condition, unopened, and unused.

Reporting Unwanted Items

  • Inspection Period: Unwanted items need to be checked within 10 days of arrival.
  • Contact Us: Email our team at customersupport@supremecbd.uk with details of the item(s) you want to return and the reason for the return.
  • Support and Advice: If needed, our team can offer support and advice on the best use of the product to help you get the most benefits, based on other customers' experiences.

Return Process

  • Customer Responsibility: If you no longer want the product, you can return it to us at your own expense.
  • Proof of Postage: We recommend returning the item with proof of postage so you can track your return. Supreme CBD cannot be held responsible for any items returned in error.

Replacement, Exchange, or Refund

  • Replacement Issuance: Once the item has been collected and inspected, your replacement will be sent without any additional delivery charges.
  • Alternative Products: If an exact replacement is not suitable, we will consider providing another product of the same value with free delivery.
  • Refund Option: If neither a replacement nor an alternative product is suitable, we can offer a refund.
  • Inspection Process: The parcel needs to be checked upon receipt and go through inspection with our team. If the return reason is validated, the replacement or refund will be issued within 10 days.

Delivery Fee

  • Non-Refundable: Please note that the original delivery fee will not be refunded for any unwanted or unsuitable products.

Contact Information

For any queries or to initiate a return, please contact our customer service team at customersupport@supremecbd.uk.

Thank you for your understanding and cooperation. Your satisfaction is our priority, and we aim to resolve any issues swiftly and efficiently.

 

Returns Policy for Wrong Items or Wrong Order Received

We apologise for any inconvenience caused by receiving the wrong items or order. Please follow the steps below to resolve this issue.

 

Return

  • Immediate Check: Upon receiving your parcel, please inspect it immediately to ensure you have received the correct items.

Reporting Wrong Items or Wrong Order

  • Contact Us: Email our team at customersupport@supremecbd.uk as soon as possible with the details of the wrong item(s) received and your original order information.
  • Include Photos: Attach photos of the wrong items to help us quickly verify the issue.

Return Process

  • Return Arrangement: After confirming the error, we will arrange for the return of the incorrect items.
  • Cost Coverage: Supreme CBD will cover the cost of returning the wrong items.

Replacement or Correct Order

  • Correct Order Issuance: Once the wrong item(s) has been collected, we will send out your correct order promptly without any additional delivery charges.
  • Alternative Products: If an exact replacement is not suitable or unavailable, we will consider providing another product of the same value with free delivery.
  • Refund Option: If neither a replacement nor an alternative product is suitable, we can offer a refund.

Additional Information

  • Secure Packaging: Ensure the item is securely packaged for the return to prevent any damage during transit.

 

Contact Information

 

For any queries or to report a wrong item/order, please contact our customer service team at customersupport@supremecbd.uk.

Thank you for your understanding and cooperation. Your satisfaction is our priority, and we aim to resolve any issues swiftly and efficiently.

 

Cancel Order

We are so quick at picking and packing your order for despatch there is only a specific timeframe which this can be done:

DPD Next Day Delivery: 15 minutes after completing your order.

Royal Mail International:

If your item has already been picked, packed and a courier label applied to your order, this will need to be returned to us how you see suitable.

You can find our returns guide for unwanted/unsuitable returns here (link)

Alternatively, we can request for this to be returned to us whilst with the carrier, please note the delivery charge of £4.99 will not be refunded if a refund is required.

 

Amend My Order/Delivery

We are super-fast at preparing your order!

There is a short timescale in which we can change details below:

  • Items in the order (Same Value)
  • Delivery address
  • Contact details  

Although we ensure to work close with our delivery partners, this is to ensure our customers have the best experience possible from order to delivery.

If you download the DPD app you can update some details, there with instant update:

  • Change delivery day
  • Select store pick up
  • Special instructions
  • Safe Place
  • Neighbour

Just note by updating to any alternative delivery you accept liability for your parcel.

 

Missed My Delivery

If you always ensure your email or mobile number is entered on your order, our delivery partners are great for keeping you updated in real time with your delivery.

In some cases, you can even see your driver on the map with how many deliveries ahead of you with DPD!

If you do manage to miss your delivery and it is returned to us, please note that an additional £4.99 delivery charge will need to be applied before being reissued.

Be sure to download the DPD app and keep your alternative delivery instructions updated for your parcels, it is a great thing to have!