Refund policy

Natural Strains Ltd

Registered in England & Wales – Company No: 12355270

Registered Office: Suite 6A, 10 Duke Street, Liverpool, England, L1 5AS

1. Overview

We want you to be fully satisfied with your purchase from Natural Strains.

If for any reason you are not happy with your order, we offer a simple and fair returns and refunds process in accordance with UK consumer law.

Please read this policy carefully before returning any items.

2. Eligibility for Returns

You may return your item(s) within 14 days of delivery, provided that:

Once your return is received and inspected, we’ll notify you by email whether your refund has been approved.

3. How to Return an Item

To initiate a return:

Contact us at hello@naturalstrains.com with your order number and reason for return.
We will provide you with a return address and any relevant instructions.
Repackage the item securely and include your order details inside the parcel.
Send the parcel using a tracked delivery service we recommend keeping your postage receipt as proof.

Please note:

You are responsible for the cost of return shipping, unless the product is faulty or incorrect.
Returns sent without prior authorisation may not be accepted.

4. Refunds

Once we have received and inspected your returned item, we will process your refund.

Approved refunds will be issued to your original payment method within 7–10 business days.

Please allow additional time for your bank or payment provider (e.g. Klarna) to process the transaction.

Shipping costs are non-refundable, except where the item was faulty or incorrectly sent.

5. Exchanges

We only replace items if they are defective, damaged, or sent in error.

If you need to exchange a faulty or incorrect item, please email us at hello@naturalstrains.com and we’ll arrange a replacement at no extra cost.

6. Faulty or Damaged Items

If your order arrives damaged, or you believe it to be faulty:

Contact us within 7 days of delivery, providing your order number and clear photos of the issue.
We’ll assess the situation and, where appropriate, offer a replacement or full refund.

7. Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

Due to the nature of CBD and wellness consumables, all returns must remain sealed and unused to qualify for a refund.

8. International Returns

If you are returning an order from outside the UK:

Please mark the parcel as “Returned Goods No Commercial Value” to avoid customs charges.
Any import duties or return postage fees are the responsibility of the customer.

We cannot refund items that are seized or rejected by customs due to local regulations.

9. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

Check your bank account again.
Contact your card provider or payment service (such as Klarna).
If you’ve done this and still haven’t received your refund, please email us at hello@naturalstrains.com.

10. Your Legal Rights

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

You are entitled to a refund for faulty goods, goods not as described, or items cancelled within the legal cooling-off period.

11. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact our team at:

Natural Strains Ltd, Suite 6A, 10 Duke Street, Liverpool, L1 5AS, United Kingdom