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Refund policy

When you buy something from us, we always hope that you are 100% satisfied however, should you change your mind (it happens to the best of us), we are happy to accept returns or exchanges on items that are in original condition, have not been opened or used, within 30 days from the date of delivery of an item. All items will be reviewed individually upon return, and kindly ensure to include a copy of your purchase receipt.  

To start a return, please contact us at support@centralvalley.co.uk, then once your return has been accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  
 
Returns Via Post 

We’ve made returning effortless! 

Once you have contacted us at support@centralvalley.co.uk and your return request has been accepted, you will receive a return shipping label. Please complete the “returns section” on the reverse of your dispatch notice, detailing each item, quantity, and why you are returning the item(s) to us. Place this form in your parcel, along with your products. If you are a United Kingdom resident, then please attach your free returns label to the outside of your package. Make sure to remove or cover the original shipping label if using the original packaging. Now you’re all set, and just need to drop the parcel off at your nearest Post Office.  

We recommend you use a secure or trackable method of postage. All returns and exchanges should be sent to the following address: 

25 Goodlass Road
Hunts Cross
Liverpool
Merseyside
 
United Kingdom 
L24 9HJ

Free postal returns are currently only available to customers within the United Kingdom. For returns from all other locations outside of the United Kingdom kindly note that you will be responsible for all return postage fees, taxes, customs duty, and clearance charges where applicable. 

Remember to keep your proof of postage in a safe place. The products and their condition remain your responsibility until we receive them. Once we receive your package you will be sent a confirmation email, and the refund process will commence.  

The products you wish to return are your responsibility until we receive them. It’s a good idea to get insurance for the value of the items you are returning and obtain proof of postage. We at Central Valley CBD cannot be held responsible for any items returned in error.  

If your refund is accepted, we will refund the price you paid for your item back to your original payment method. If we receive a returned item in an unsuitable condition, the refund will become void, and the item(s) will be returned to you. Kindly note that unless you are returning a faulty item, our delivery charges are non-refundable, and Central Valley CBD is not responsible for delivery fees or lost returns. 

If you are unsure of the process or simply want to know more about our returns and exchange policy then please feel free to contact us at support@centralvalley.co.uk. 

 

Faulty Items 

Please inspect your order upon reception and contact us immediately should the item be defective, damaged or is not the item you originally order, so that we can evaluate and resolve the issue as soon as possible. 

Faulty items can be returned at any time, and will be refunded in full, including delivery fees for sending the item to you, as well as the cost incurred by you in returning the item to us. Should you receive a faulty product please contact us at support@centralvalley.co.uk  or by calling us at +44 (0)151 245 2122 stating your Order Number and the nature of the fault. Please ensure you return the faulty item to us as soon as possible. 

 

Exceptions/Non-Returnable Items: 

Certain types of items cannot be returned, such as custom products (such as special orders or personalised items), we also cannot accept returns on sale items or gift cards. 

 

Exchanges 

If you would like to exchange your item for a different type, strength, or size, please return your unwanted item first and only then place a new order. 

 

Processing Your Refund 

If you return an item for any other reason, we will examine the item and will notify you of your refund within a reasonable period of time. Whilst we endeavour to process your refund as soon as possible most returns will be processed within approximately 5 to 10 working days. Your refund will be credited back to your original method of payment.  

Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement. 

Kindly note, that we are unable to process refunds to expired bank cards. In this case, we will issue the amount to be refunded as an online store credit. Our delivery charges are non-refundable, and Central Valley CBD is not responsible for delivery charges or lost returns.  

Faulty items will be refunded in full, including delivery fees for sending the item to you, as well as the cost incurred by you in returning the item to us. 

We will keep in touch with you during the process and send you an email once your refund has been completed. 

 

Returning A Gift 

We understand that not everyone has the same taste, so should you have received a gift from Central Valley CBD, and you are not happy with it, you are more than welcome to return it to us.  

 

If you have a receipt or dispatch note: Just follow the returns process described above.  

 

The amount paid for the item will be sent as a physical gift card to the delivery address as stated on the dispatch note. If you would prefer that the sender’s account is credited for the gift, then please make this absolutely clear when applying for your return via support@centralvalley.co.uk.  

 

If you don’t have a receipt or dispatch note: Please contact us at support@centralvalley.co.uk and we will gladly assist you. 

 

[Updated: 16/05/2022]