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Returns, Replacements & Refunds

Faulty or Damaged Products

If you have received items that have been damaged in transit, please contact us as soon as possible and let us know. We will advise you of the next steps and your goods may be eligible for replacement or refund.

Damaged and faulty items must be reported to us or sent back for inspection by our technical team within 1 week of receiving your faulty item.

If the item you returned is not in the condition in which we sent it out, we reserve the right to send the item back to you or provide only a partial refund after assessing the items for damages.

If there is any sign of cosmetic or accidental damage, then we will not accept the return 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. We would advise taking photographs of your return items before sending back to us.

We do not accept returns for clearance or discounted products and our warranty does not apply to those. 

When faulty, we will always try to repair the products and send the same product back to you. If repair is not possible then we will provide a replacement or a refund.

It may take up to 7 days to inspect the product and come to a conclusion.

If the product received is believed to be non-faulty after testing, we reserve the right to send the items back to you.

We insist that you check every product that was brought to you by your customer before returning them to us.

If in the unlikely event that you unhappy and are returning your product for whatever reason and are wanting a refund, we only offer a credit note equal to the amount of the product returned, which can be used either in store on our website.


Our policy lasts 20 days. If 20 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned:

- Gift cards 

- Opened & used products 

- Some health and personal care items

- Food and drink

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
As we only offer gift vouchers as our refund policy, If you are approved, your voucher will be processed, and will be sent either via email or post, which ever you decide within 48 hours.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to:
HEMPHASIZE, 12 St Nicholas Street, Truro, TR1 2RW, United Kingdom.

To return your product, you should mail your product to: HEMPHASIZE, St Nicholas Street, Truro, TR1 2RW, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.