Returns, Replacements & Refunds
At HEMPHASIZE, we want our customers to shop with confidence. If you experience any issues with your order, please contact us as soon as possible and we will do our best to resolve the matter quickly and fairly.
Damaged, Incorrect or Faulty Items
If you receive an item that is damaged, faulty or incorrect, please contact us as soon as possible.
Any shortages, damages, incorrect items or delivery discrepancies should be reported within 24 hours of delivery where possible. Prompt reporting helps us investigate issues with our delivery partners and process claims more efficiently.
Where appropriate, we may request photographs of the product, packaging or delivery label before proceeding with a replacement, refund or further investigation.
Faulty Products
If a product develops a fault, please contact us with details of the issue.
Returned products may be inspected or tested before a replacement, repair or refund is authorised. In some cases, products may be returned to the manufacturer for further assessment.
Where a genuine fault is identified, we will provide an appropriate resolution, which may include repair, replacement or refund in accordance with your statutory rights.
Please allow up to 7 working days for inspection and assessment once the item has been received.
Returns
You may request a return within 20 days of receiving your order.
To be eligible for a return:
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The item must be unused and in its original condition.
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The item must be returned with its original packaging.
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Proof of purchase must be provided.
Please contact us before returning any items so we can advise you on the appropriate return procedure.
Non-Returnable Items
For hygiene, safety and quality control reasons, we cannot accept returns on certain products, including:
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Opened or used products
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Gift cards
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Food and drink products
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Certain health, wellness and personal care products
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Clearance items and heavily discounted products unless faulty
This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
Return Shipping
Unless an item is faulty, damaged or supplied incorrectly, customers are responsible for return shipping costs.
We strongly recommend using a tracked delivery service when returning products. For higher-value items, additional insurance may also be appropriate.
Customers are responsible for ensuring returned products are packaged securely. Damage occurring during return transit due to inadequate packaging may affect eligibility for a refund or replacement.
Refunds
Once a returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed using the original payment method wherever applicable and in accordance with UK consumer legislation.
Where appropriate and agreed by both parties, store credit or product exchanges may also be offered as an alternative resolution.
Exchanges
Where available, we are happy to replace products that are confirmed as faulty, damaged or supplied incorrectly.
To arrange an exchange, please contact:
Email: info@hemphasize.co.uk
Return Address
HEMPHASIZE, 12 St Nicholas Street, Truro, Cornwall, TR1 2RW, United Kingdom
Need Help?
If you have any questions regarding returns, replacements or refunds, please contact our customer support team and we will be happy to help.
Established in 2019, HEMPHASIZE is proud to have served hundreds of thousands of customers across the UK through our commitment to quality products, expert guidance and exceptional customer service.