Returns & Refunds

The Hemp Engine operates a 30-day returns policy in full accordance with UK consumer protection laws. We want you to be completely satisfied with your purchase; however, if a return is required, you have 30 days from the date of receipt to request a return for eligible items.

Eligibility for Returns

To ensure a smooth return process and adhere to health and safety standards, items must:

• Be unopened, unused, and in the exact condition received
• Be returned in their original, undamaged packaging with all security seals intact
• Be accompanied by proof of purchase or your original order number

How to Initiate a Return

To start a return, please contact our support team at:
support@thehempengine.co.uk

Once your request is approved, we will provide full return instructions and our secure return address. Items dispatched back to us without prior approval cannot be processed or accepted.

Damaged, Faulty, or Incorrect Items

Please inspect your package upon delivery. If an item arrives damaged, defective, or if you receive the wrong product, contact us immediately with photos of the item and packaging. We will resolve the issue promptly in full accordance with the Consumer Rights Act 2015.

Non-Returnable Items

For safety and legal compliance, we cannot accept returns for:

• Opened CBD oils, tinctures, capsules, gummies, or edibles
• Opened or used vape cartridges, e-liquids, or disposable vape hardware
• Bulk raw concentrates (e.g., crumbles, waxes, isolates) where the tamper seal is broken
• Custom or personalized products
• Clearance items or digital gift cards

Exchanges

We do not offer direct product exchanges. To get your preferred item quickly, we recommend returning the original item (once approved) for a refund and placing a new order on our store.

Refunds

Once your return is received and inspected at our facility, we will notify you regarding the approval status. Approved refunds are credited automatically back to your original payment method within standard bank processing timeframes (typically 3–5 business days).