Return &
Refund Policy

You may request to return an eligible product within 30 days of receiving your order.

The 30-day period begins on the day after you, or a person nominated by you, receives the goods.

If your order is delivered in several separate deliveries, the 30-day period begins after you receive the final part of the order.

To qualify for a change-of-mind return, the product must meet the return conditions set out below.

Statutory cancellation rights

Your legal right to cancel most online purchases under the Consumer Contracts Regulations is generally 14 days from receipt of the goods.

Our 30-day return period is an additional voluntary benefit and does not reduce or replace your statutory rights.

Products that cannot be returned

Unless the product is faulty, damaged or incorrectly supplied, we may be unable to accept returns of:

• products sealed for health protection or hygiene reasons once the seal has been broken;
• opened food or drink products;
• perishable products or products liable to deteriorate or expire rapidly;
• products that have been used or consumed; or
• products that, after delivery, have become inseparably mixed with other items.

For food and fermented drink products, products must normally remain unopened and sealed to qualify for a change-of-mind return.

To request a return, please contact us within 30 days of receiving your order.

Email:
hello@cannumo.co.uk

Please provide:

• your full name;
• your order number;
• the product or products you wish to return; and
• sufficient information for us to identify your order.

You do not need to provide a reason when returning an eligible product because you have changed your mind.

We will provide you with the appropriate return instructions. Please do not send products back without first contacting us.

Once your return has been approved, please send the goods back without undue delay in accordance with the return instructions provided.

For a change-of-mind return, the product must:

• be unopened;
• be unused;
• remain sealed where applicable;
• be in its original packaging;
• be in a condition suitable for resale;
• contain all original components supplied with it; and
• not have been damaged after delivery.

If your order included a promotional gift or free product that was conditional on the purchase, we may require that item to be returned as well.

We reserve the right to reduce a refund where the value of the product has been reduced because of handling beyond what would reasonably be permitted when examining the product.

If you return an eligible product because you have changed your mind, you are responsible for the cost of returning it to us, unless we agree otherwise.

We recommend using a tracked delivery service and keeping proof of postage until your refund has been completed.

If you are returning a product because it is:

• faulty;
• damaged;
• incorrect; or
• not as described,

please contact us before sending it back. Where appropriate, we will cover the reasonable cost of returning such goods.

Once we receive and inspect your return, we will notify you regarding your refund.

For an eligible change-of-mind return, we will refund the amount paid for the returned product.

Where your statutory cancellation rights apply, we will also refund the cost of our least expensive standard delivery option, as required by law.

If you selected a premium or more expensive delivery service, the additional delivery cost is not refundable unless required by law.

Refund deductions

We may reduce your refund where:

• the product does not meet the return conditions;
• the product has been damaged after delivery;
• the product has been handled more than reasonably necessary;
• items included with the original order are missing; or
• a promotional gift that formed part of the offer has not been returned where required.

Refund method

Refunds will normally be issued to the same payment method used for the original purchase, unless otherwise agreed.

Once we have processed the refund, please allow approximately 5–10 working days for the funds to appear in your account. Actual processing times depend on your bank, card issuer or payment provider.

We are under a legal duty to supply goods that are:

• as described;
• fit for purpose; and
• of satisfactory quality.

If your order arrives damaged, faulty, incorrect or otherwise does not conform to the contract, please contact us at hello@cannumo.co.uk.

Please include:

• your order number;
• a description of the issue; and
• photographs where reasonably possible.

Within 30 days

Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty goods within 30 days of delivery and receive a refund. This legal right is separate from our voluntary 30-day change-of-mind return policy.

After 30 days

If a fault becomes apparent after the initial 30-day period, you may be entitled to a repair or replacement where appropriate. If repair or replacement is impossible, unsuccessful, cannot be completed within a reasonable time or causes significant inconvenience, you may be entitled to a reduction in price or a refund in accordance with your statutory rights.

Faults within six months

Where a fault becomes apparent within six months of delivery, it will generally be presumed to have existed at the time of delivery unless there is evidence to the contrary. Your statutory rights remain unaffected.

Because Cannumo sells consumable products, additional restrictions apply to opened products.

Unless a product is faulty, damaged or incorrectly supplied, we cannot normally accept a change-of-mind return once:

• the bottle or container has been opened;
• a hygiene or tamper-evident seal has been broken; or
• the product has been partly or fully consumed.

If you believe an opened product is defective or unsafe, please contact us before disposing of it. We may ask you to provide photographs, batch information or other reasonable details so that we can investigate the issue.

If you choose delivery to a parcel locker, collection point or similar location, you are responsible for collecting your parcel within the period specified by the delivery provider.

If the parcel is not collected, it may be returned to us.

A parcel may also be returned where delivery cannot be completed because:

• an incorrect or incomplete delivery address was provided;
• delivery was refused;
• the recipient was unavailable where collection or redelivery was required; or
• another circumstance attributable to the customer prevented delivery.

Where a parcel is returned to us, we may cancel the order. Where permitted by law, any refund may be reduced by reasonable costs we incur as a result of the failed delivery or return. These may include:

• the original delivery cost; and
• direct return-to-sender charges.

If you would like us to resend the order, additional delivery charges may apply.

We do not guarantee direct product exchanges.

If you would like a different product, we may ask you to return the eligible original product for a refund and place a new order.

If you received an incorrect or defective product, please contact us and we will advise you on the appropriate solution.

We aim to process eligible returns promptly after they arrive.

Please allow reasonable time for:

• the parcel to reach us;
• the return to be inspected;
• the refund to be approved and processed; and
• your bank or payment provider to credit the funds to your account.

We will normally notify you once your refund has been processed.

Our 30-day return policy is in addition to your statutory consumer rights.

Nothing in this policy limits or excludes any rights available to you under applicable UK consumer law, including the:

• Consumer Rights Act 2015; and
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If there is any conflict between this voluntary Return Policy and your mandatory statutory rights, your statutory rights will apply.

If you have questions about a return, refund, faulty product or this Return Policy, please contact us.

Email:
hello@cannumo.co.uk

By post:

CANNUMO LIMITED
Company number: 16219662

10 Fuchsia Close
Priorslee
Telford
England
TF2 9PG