Return, Refund & Delivery Policy

 To give you complete peace of mind when shopping with us, we guarantee to refund any item you are not totally happy with, if returned in accordance with this Returns, Refunds & Delivery Policy. Please make sure your delivery address is correct and completed in full before submitting your order. If your order is returned to our company due to the fact that your order could not be delivered by Royal Mail and/or other used courier companies, we will be happy to re-send it. If your order is not returned to our office we take no responsibility and we will not be able to re-send it free of charge under any circumstances. We try our best to describe the items/products we sell as accurately as possible. But please understand that images are for illustration purposes only and products may occasionally vary in size, shape or colour. If you received your items damaged in transit please contact us as soon as possible and let us know. Then, we will advise you of the next steps. Your goods may be eligible for replacement or refund. 

Returns

Please note, we are happy to assist you with any queries about your order within 30 days of receipt of your order. Should you wish to return purchased goods for any reason, you mustcontact us on: [[email protected]] before returning any item(s) to us to let us know of the problem/issue with your order. Then we will send you a “Return Form”. You must fill in the return form and send it with the item(s) returned. Any goods sent back without prior consent from Pharma by Nature Ltd. will be sent back at your cost. Returned goods must be new, unused, unopened and in their original packaging. Once you have confirmed your return with us, please send the items only to the return address as stated on the RETURNS form. Do notsend any returns to our offices as they will not be accepted. All returns are the responsibility of the customer until they reach us. If we receive any product without a return form then this will result in a delay in processing your return. If the item you returned is not in the condition in which we sent out we reserve the right to send the item back to you or do only a partial refund after assessing the items for damages. The goods should be sent back with a recorded service as we will not be responsible for returns lost in the post. If there’s any visible outer damage or signs of dropping then we will not accept returns of the item and we will send the item back to you. You are responsible for any damages caused to the items in return transit by inappropriate packaging.

Damaged / faulty goods

In the unlikely event that an item is found to be faulty or damaged, you may send it back for a replacement or refund. Please contact us within 30 days of receipt of your order and return the goods as per our returns policy above. We will refund any postage costs incurred when returning items back to us. Within the United Kingdom, items should be returned via First Class Recorded Delivery. Overseas, items should only be returned using your country’s national postal service. We recommend using an insured delivery method; however we will not accept extra charges for guaranteed next day services or other courier services.Your replacement goods will be shipped or your payment will be refunded, within 30 days of receipt of your return.

Exchanges

If you would like to exchange your item(s) for different products in our range, please contact us first and return the goods as per our returns policy above, within 30 days of receiving your order. Returned goods must be new, unused and in their original packaging. Please detail which item(s) you would like to receive as a replacement. We will charge your card for the cost of sending these replacements out to you, as well as any extra balance that your updated order may incur. If you paid with an alternative method, you will need to cover any extra cost before the replacement goods are shipped. If the replacement goods’ cost is lower than your returned goods, you will be refunded the difference, minus the shipping costs within 30 days. 

Refunds

We will refund the cost of returned goods. Shipping costs are non-refundable. We do not refund the cost of returning the goods, except for returning faulty or damaged goods. Refunds will be made by crediting your card, by a cheque or BACS depending on the method used for payment. Refunds will be made within 30 days of receipt of your return.

Delivery

We offer free shipping for orders over £ 99 to customers within the United Kingdom only. Please make sure the address details you supply at the time of order are relevant and correct. We aim to dispatch all orders on the same day as ordered on working days, before 2pm. In the unlikely event of a stock problem with the products of your order we will contact you with an update as soon as possible. As we are dependent for our standard shipping methods on Royal Mail and/or other courier services, unfortunately we can not accept liability for any delay in delivering your order caused by 3rd party delivery companies. Delivery of items will also be subject to the terms and conditions of the used delivery company. You will receive an email to notify you once your order has been dispatched. If you have chosen for a tracked delivery you will receive a unique tracking code via email once your order has been dispatched.

Cancelation & changes

You can cancel your order at any point, free of charge, up until the order has been dispatched. Changes to your order can be made up until the order has been dispatched. If you would like to make a change to your order, please contact us as soon as possible after you have placed the order quoting your order number.

Lost or undelivered orders

We may charge a redelivery cost if your order is returned to us due to incorrect delivery information supplied by you or the package was undeliverable through no fault of our own, subject to discretion. Please contact us if you do not receive your order within the stated delivery times. We will endeavour to investigate and, where needed, resend your order. We will contact you via email if we are made aware of any delivery delays.

Purchases for delivery outside the United Kingdom & Customs 

Please make yourself aware of the rules, regulations and laws about using, buying and receiving CBD products for your specific country. Although our product range is completely legal in the United Kingdom and many other countries inside and outside the EU/EEA, we can not guarantee the delivery of your products and customs behaviour if you place an order to be delivered outside the UK. Pharma by Nature Ltd. explicitly states that it can not and will not be liable for (possible) import duties and/or taxes which might possible occur for deliveries in the country of your specific order delivery address. This is at your own risk! If you have any specific packing request or requirement please contact and instruct a member of our team before or straight after you placed your order and we will be happy to assist.