Terms and Conditions
Once you have placed an order with us you will receive an email confirmation which will include an order number. Please use this with any correspondence with us.
Once your order has been dispatched you will receive a shipped email confirmation to let you know your order is on its way to you.
Orders are processed and, in most cases, dispatched same day depending on stock levels and the time of your order.
If your order does not arrive within the time frame mentioned within the shipped email please contact us including your name, order number, order date and order total by Email or use the contact form on the Contact Us page.
When you place an order via our online store our system will store your email address, name, address and telephone number in our database. We will use this information to process and deliver your order to you. We may share your data with the following companies to fulfil your order. All the companies we use are GDPR compliant. These companies are:
- Royal Mail – We share name and address only so they can deliver your order.
- Parcelforce – We share name, address, email address & phone number so they can deliver your order and supply you with tracking information.
- Trust Pilot – They collect reviews for us. We share your name, email address and order number so that all reviews can be verified.
- MailChimp - We occasionally send promotional newsletter emails via Mailchimp. These can contain discount codes and special offers. Mailchimp tracks how many emails are opened and the links within those emails. You can remove yourself from that mailing list at any time via the Unsubscribe button. Mailchimp are GDPR compliant, however as they are outside of the EU they are part of the US privacy shield.
We use Royal Mail, Parcelforce, and our own vehicles to deliver our items. We always use the most cost effective delivery method for your order, to keep your delivery costs as low as possible.
We aim to dispatch all normal items within 24 hours of your order being placed. If there is going to be a delay, we will contact you to let you know.
Deliveries to remote areas in the UK (i.e. Scottish Islands) may incur an additional delivery charge (where sent by a courier other than Royal Mail) after order placement. In this case we will email you to confirm the extra charge before sending your order.
For any messages you wish to send us with your order i.e. where to leave your order if no one is available, please send these by Email directly after placing your order.
We aim to have as many items in stock from the website catalogue as we can at all times. However, we occasionally run out of stock and so may not have all products in stock at the time of your order. If this happens, we will endeavour to get more stock for your order within a reasonable amount of time and let you know via email and/or a phone call if there is going to be a delay. We may occasionally send suitable alternate products where applicable (which will be of the same or higher quality), if we are unable to obtain new stocks in reasonable time or to ensure you receive your order as quickly as possible. We will always contact your first if sending a substituted item, and will not send substituted products that will not work with the rest of your order.
Returns & Refunds
Returns for unwanted orders placed via our online store can be returned within 14 days of receipt. Please Email Us to let us know that you are returning your order within 14 days of receipt. Unwanted products must be returned within the same condition you received them in or no refund will be given. You will receive an RMA number and all unwanted orders must be returned within 14 days of receiving this number. All refunds will be processed within 14 days of return of items to us.
Return costs are the responsibility of the buyer in the first instance. We will however refund all return delivery costs to you if items are reported as damaged within 48 hours of receiving and are verified as damaged. We do ask for you to send photographic details of any damages and return items at your own cost, which will then be reimbursed to you, once item is received by us. Damaged items must be returned within 14 days of reporting them as damaged. The buyer must organise return delivery, we are unable to assist with the return delivery in any case.
Return delivery costs, of any unwanted items, are the responsibility of the buyer.
Faulty & Damaged Goods
In the unlikely event that you have received a damaged item, please report this to us within 48 hours of receiving your order. After this time CBD Norwich cannot be held responsible. We will also require photographic evidence of the damage in all cases, without which we are unable to organise returns, refunds or replacements.
Products being returned for any reason must be packed appropriately in order to keep them safe during transit back to us. Any products that incur damages on their way back to us due to insufficient packaging cannot be refunded in full. Refunds in these cases will be at the discretion of CBD Norwich. We therefore highly recommend using original packaging where possible. You are welcome to contact us to ask for advice on the best way and material to pack your order return. Return delivery costs in any case can only be reimbursed with a postage invoice or receipt of the costs incurred.
If you receive your order, and are missing any items, please report this to us within 48 hours of receipt in order for us to resolve the issue. After this time replacement products/ refunds will not be available at the cost of CBD Norwich.
We use PayPal and Sage Pay to accept payments via our online store.
If you wish to cancel your order before it has been shipped please email us as soon as possible, once an order has been shipped we cannot cancel the order, and it becomes the buyers responsibility to return the order. If you wish to change your order after you have placed, please Email Us as soon as possible. If your order has been packed, it is unlikely we will be able to remove items without a handling fee. Please make sure you have selected the correct products before making your purchase.