DEMO PAGE — placeholder content only. The returns policy below is a placeholder for development purposes. Final legal terms must be reviewed and approved before this page goes live.
Customer Care · 14-Day Window
Returns & Refund Policy
We want you to be fully satisfied with your purchase. Please read the policy below carefully — important exclusions apply to hemp-derived products. For non-hemp merchandise, we offer a straightforward returns process in line with EU consumer protection rights.
Hemp & Botanical Products — Final Sale, No Returns
Due to applicable regulations governing the handling, custody, and transport of hemp-derived goods, all CBD, CBG, CBX, HHCX, THCX, and related botanical products are strictly final sale and cannot be returned, exchanged, or refunded once dispatched — regardless of whether the item is opened, sealed, or in its original packaging. This exclusion is non-negotiable and applies to all customers including wholesale accounts. If your order arrived damaged or incorrect, please contact us with photographic evidence and we will assess the matter individually.
Return Eligibility
How to Return
Contact Us Within 14 Days
Email us at returns@cbditaly.com within 14 calendar days of receiving your order. Include your order number and a brief description of the issue. Note: hemp-derived products (CBD, CBG, CBX, HHCX, THCX) cannot be returned — please review the notice above before reaching out.
Return Authorisation
We will review your request and, if the item is eligible for return, send you a Return Merchandise Authorisation (RMA) number and return shipping instructions within 2 business days. Requests for hemp products will be declined at this stage.
Ship the Eligible Item Back
Securely pack the unused, sealed product in its original packaging. Write the RMA number clearly on the outer box. Return postage is covered by CBDITALY for defective goods; for change-of-mind returns the cost is borne by the customer. This step applies to eligible non-hemp merchandise only.
Inspection & Refund
Once we receive and inspect the return (typically 2–3 business days), we will process a full refund to your original payment method. Bank transfers can take an additional 3–5 business days to appear.
Frequently Asked Questions
Which products can be returned?
Due to applicable regulations governing the handling and transport of hemp-derived botanical goods, all CBD, CBG, CBX, HHCX, THCX, and related hemp or cannabis products are final sale and cannot be returned or refunded once dispatched. This applies regardless of whether the item is opened or sealed. For all other non-hemp accessories or merchandise, sealed, unopened items in original undamaged packaging may be eligible for return within 14 days of delivery.
Why are hemp products non-returnable?
Hemp-derived products are subject to specific regulatory requirements in each country regarding their transport, custody, and cross-border movement. Accepting returns would create unresolvable compliance risks for both parties. This exclusion is standard practice across regulated botanical goods industries and is not waivable under any circumstance.
My order arrived damaged — what do I do?
Take photographs of the damage immediately and email them to returns@cbditaly.com along with your order number. For damaged or defective hemp products, we may at our sole discretion issue a store credit or partial refund — we cannot accept physical return of the goods. For non-hemp items, we will arrange a replacement or full refund.
Can I exchange a hemp product for a different strain or size?
Hemp products cannot be exchanged or returned once shipped. If you received the wrong item due to a fulfillment error on our part, please contact us with photographic evidence and we will resolve it on a case-by-case basis.
I am a wholesale customer — does this policy apply?
Wholesale orders are governed by your individual wholesale agreement. The non-returnability of hemp products applies universally regardless of account type. Please contact your account manager directly for any queries.
How will I receive my refund (for eligible items)?
Refunds for eligible non-hemp items are issued to the original payment method. We do not offer cash refunds. Typical processing time after inspection is 3–7 business days.
Need Help With a Return?
Email: returns@cbditaly.com
Response time: within 2 business days. Please include your order number in the subject line.
