Refund policy

Our Returns Policy

At GENUINETERPENES, we want our returns policy to be transparent and hassle-free. That’s why we offer a 14-day no quibble returns policy for goods received by us in their original condition. We also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original unopened packaging within 14 days, and we will offer you an exchange or a credit note.

What To Do

If you wish to return an item, you should first contact us by email at info@genuineterpenes.co.uk or by phone on +44 (0) 114 551 3399, quoting your order reference number. Items that are to be returned should be posted to:

Genuine Terpenes
UNIT 3-4 PARKWAY LINK
KETTLEBRIDGE ROAD
SHEFFIELD
S9 3AJ

Returns should be in original condition and packaging.

Exchanges

Should you wish to exchange your items for an equivalent item, we will exchange this for you on receipt of the original item. Normal shipping rates apply to the replacement item. Where the replacement item is a different price, we will either refund the difference or contact you to arrange for a top-up payment. Replacement is subject to availability.

Refunds

If you wish to return an item for a full refund, we will refund you the amount paid within 7 days of the receipt of goods. You may return unopened products in the original packaging within 14 days from the date on which you placed the order for a refund of the purchase price. Only qualified when the items are unopened, unused, and in the original packaging; these may be returned for a refund (excluding shipping charges).

In addition to your legal rights, we also allow you to return goods if you simply change your mind. Please return the unused goods to us with the original unopened packaging within 14 days, and we will offer you an exchange or a credit note.

When returning promotional items, all items included in the promotion (e.g., a gift, etc.) need to be returned. When promotional items included in the original order aren't returned, the value of the item will be deducted from the refund amount (excluding shipping charges). You will be responsible for shipping charges to GenuineTERPENES for non-faulty items. Shipping charges are non-refundable.

Faulty and Damaged Items

If you wish to return a faulty item, the procedure is the same as a refund or exchange. We may also require you to send us a digital photograph of the item for an initial assessment.

When an item is found faulty or needs to be returned through the error of GENUINETERPENES, we will refund the standard shipping cost of posting it back to us or arrange for a courier collection. However, for additional service delivery options, no refund will be given. Refund, replacement, or repair is subject to an assessment of fault. This does not affect your statutory rights.

UK Regulations and Consumer Rights

This refunds and returns policy complies with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under these regulations, you have the right to cancel your order within 14 days without giving any reason and without incurring any liability except the cost of returning the goods. If you believe your statutory rights have been breached, you have the right to escalate your complaint to the Consumer Ombudsman.