At Cannaway, we strive to provide a seamless and customer-centric returns and refunds experience. If your customers have any queries related to returns or replacements, please notify our order management team via email at hello@cannaway.co.uk.
To initiate a return, please send an email to hello@cannaway.co.uk detailing the reason for your return. Ensure the order number is included in all correspondence regarding returns.
Damaged in Transit: If your customer receives items that were damaged during transit, please contact us promptly. We will guide you through the necessary steps, and the goods may be eligible for replacement or a refund.
Errors and Shortages: Any errors or shortages must be reported within 3 days of receipt.
Faulty Items: In the event of your customer receiving a faulty item, notify us within 30 days of the goods being received. We cannot accept returns for faults reported after this period. Prior to contacting us, gather as much information as possible, including pictures, to expedite the resolution process.
Change of Mind Returns: If your customer wishes to return an item due to a change of mind, please inform us within 30 days of the goods being received. In such cases, we can only accept returns if the items are in brand new and unused condition. The buyer will be responsible for return costs.
Condition of Returned Products: If the returned product does not match its original condition, we reserve the right to refuse the return or issue a partial refund after assessing the items for damages.
Warranty Information: We offer a warranty for all products for up to 90 days from the date of purchase, with the exception of e-liquids, disposable vape pens, CBD, and clearance products, for which warranty does not apply.
Return Process: Damaged and faulty items must be returned to us for inspection. Return labels will be provided for faulty products. However, return costs for accidental orders or buyer’s change of mind will not be covered by us.
Address for Returns: All returns should be addressed to our anonymous address. Contact us before sending the items back, and ensure appropriate packaging to prevent damages during return transit.
Responsibility for Return Transit Damages: You will be responsible for any damages caused to the items during return transit due to inappropriate packaging.
At Cannaway, our commitment is to fairness and problem resolution. Our primary goal is to ensure complete end customer satisfaction. Please note that customers cannot return products prior to delivery. Wait until the order is received, and then follow the returns process outlined above to facilitate a smooth resolution.