Refund policy

Return & Refund Policy

Last updated: 10/09/2026

At Your Green Wellness, we want you to be completely satisfied with your purchase. As a UK-based retailer, our policy is structured in full compliance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. 14-Day Right to Cancel (Change of Mind)

Under UK Distance Selling regulations, you have the legal right to cancel your order and return item(s) within 14 days of receiving your delivery without giving a reason.

  • Cooling-off period: You must notify us of your intent to return the item within 14 calendar days from the day after delivery.
  • Return window: Once you have notified us, you have a further 14 calendar days to dispatch the returned goods back to us.

2. Hygiene & Excluded Items (Crucial for Hardware & Glassware)

Due to hygiene, health protection, and safety reasons, certain items are strictly exempt from being returned under the 14-day "change of mind" rule once opened or used.

Non-returnable items include:

  • Used Hardware & Devices: Dry herb vaporizers, thermal extraction devices, heating units, or heating elements that have been loaded, heated, or used.
  • Used Glassware & Accessories: Water pieces, adapters, glass stems, or storage jars that have been unsealed, handled with product, or used.
  • Unsealed Accessories & Cleaning Supplies: Any sealed item where the hygiene seal, shrink wrap, or original safety packaging has been broken after delivery.

To be eligible for a "change of mind" return, all items must be unused, unopened, in their original mint condition, and in their undamaged original packaging with all factory seals intact.

3. Faulty, Damaged, or Incorrect Goods

If an item arrives damaged in transit, develops a manufacturer fault, or is incorrect, your statutory rights apply under the Consumer Rights Act 2015.

  • Damaged on Arrival (DOA): Please inspect your order upon delivery. If your item (especially glassware) arrives broken or damaged, you must notify us within 48 hours of delivery with photos of the damaged item and packaging so we can process a carrier claim and dispatch a replacement.
  • Faulty within 30 days: If your hardware or electronic device develops a manufacturing defect within 30 days of delivery, you are entitled to a full refund, repair, or replacement.
  • Faulty after 30 days: If a device develops a manufacturing fault after 30 days (and within the manufacturer warranty period), contact us and we will assist you with repair or manufacturer warranty replacement protocols.

Note: Damage caused by normal wear and tear, accidental drops, misuse, thermal shock to glassware, improper cleaning, or unauthorized modifications is not covered.

4. How to Initiate a Return

Do not send items back to us without contacting us first. Returns without prior authorization cannot be processed.

  1. Contact Us: Email our support team at yourgreenwellnessuk@gmail.com with your Order Number, details of the item(s) you wish to return, and the reason for the return (include clear photos if claiming damage or fault).
  2. Authorization: If eligible, we will issue a Return Merchandise Authorization (RMA) along with return instructions and the return warehouse address.
  3. Dispatch: Securely package the item in its original box to ensure it is protected during transit.

5. Return Shipping Costs

  • Change of Mind Returns: You (the customer) are responsible for paying your own return shipping costs. We strongly recommend using a tracked and signed-for courier service with adequate insurance, as we cannot accept responsibility for items lost or damaged during return transit.
  • Faulty or Incorrect Items: If the return is due to a verified fault, transit damage, or an error on our part, we will provide a prepaid return label or reimburse reasonable UK standard tracked shipping costs.

6. Refund Process

  • Inspection: Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund.
  • Timing: If approved, your refund will be processed immediately back to your original payment method. Under UK law, refunds will be completed within 14 calendar days of us receiving the returned goods (or proof of return).
  • Deductions: We reserve the right to reduce or refuse a refund if goods show evidence of use, diminished value, broken hygiene seals, or missing accessories/packaging.

7. Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us immediately via email or WhatsApp. If the order has not yet been processed by our warehouse, we will issue an immediate full refund. If it has already been dispatched, standard return procedures apply.

Contact Information

For any questions regarding returns, repairs, or statutory rights, reach out to us:

  • Email: yourgreenwellnessuk@gmail.com
  • Store Name: Your Green Wellness
  • Website: www.yourgreenwellness.co.uk