Refund Policy

Last updated: 27 September 2025

This Refund Policy explains when and how refunds are issued by CN Wholesale (“CN Wholesale”, “we”, “us”, “our”). It should be read alongside our Returns Policy and Contact page. Nothing in this policy affects your statutory rights.

Eligibility for Refunds , Glass Products , Special Rules , How Refunds Are Calculated , Refund Method and Timing , Non Refundable Items and Fees , Bundles , Gifts and Promotions , Age Verification and Delivery Issues , Chargebacks and Disputes , International Orders , Your Statutory Rights and Jurisdiction , How to Contact Us

1) Eligibility for Refunds

  • Approved returns, RMA required: A refund may be issued once a return is authorised and received back in line with our Returns Policy. Examples include DOA or damaged on arrival reported within required timeframes, and unwanted items that are unused, unopened and resaleable within the return window.
  • Faulty after 14 days: Items that develop a fault after 14 days are handled under warranty if applicable. Refunds are not guaranteed and depend on the manufacturer’s terms, see Warranty in the Returns Policy.
  • Rejected returns: If a return is rejected, for example, used or tampered, missing parts, substituted item, damage inconsistent with shipping, no refund will be issued. Items can be returned to you at your cost.

2) Glass Products, Special Rules

Glass products require immediate inspection on delivery. We include an information card in parcels containing glass to highlight these rules. To protect genuine customers and allow us to act quickly where shipping damage occurs, the following applies strictly:

  • Inspect on delivery day: You must inspect glass items on the day of receipt based on the carrier's delivery scan.
  • Report before any use: Do not use, fill with water, or assemble the item before reporting a shipping damage claim. We will not accept shipping damage claims if the glass has been used before reporting. Evidence of use, for example, water inside the bong or residue, will void a shipping damage claim.
  • Photo evidence required the same day: Email customerservice@crystallizednectar.co.uk on the delivery day with clear photos of:
    • All sides of the outer shipping box
    • All sides of the original product box and internal packaging
    • Close-ups of the break or defect on the glass
  • No warranty on glass: Glass products are not covered by the manufacturer's warranty. Valid shipping damage claims that meet the rules above will be handled quickly per our Returns Policy, for example, exchange or refund once approved.

3) How Refunds Are Calculated

  • Original shipping and handling: Non-refundable unless we made an error.
  • Partial refunds: May apply if components are missing, packaging is damaged, or the item is not returned as shipped. Deductions reflect reasonable costs to restore resale condition.
  • Return shipping: If you arranged your own return, you remain responsible for those costs. If we issued a prepaid label or collection and the return is not approved, the label or collection cost may be deducted.
  • Currency and fees: For international orders, exchange rate variances and bank fees are not refunded. Customs duties and local fees are non-refundable.
  • Administrative fee for certain international returns: Where we fulfilled the order correctly and provided accurate export documentation, refunds for international parcels returned can include a £25 handling fee, separate from shipping.

4) Refund Method and Timing

  • Original payment method only: Approved refunds are issued to the same method used at checkout. We cannot refund to a different card or account.
  • Processing time: Once approved, refunds are initiated within 2 to 3 business days. Banks and card providers may take an additional 5 to 10 business days to post funds.
  • Confirmation: We will email you when your refund is issued.
  • Condition precedent: Refunds are conditional on inspection. Chargebacks initiated before inspection and completion of the refund process will be treated as fraudulent and may incur administrative or legal recovery fees.

5) Non-Refundable Items and Fees

Unless faulty under statutory rights, the following are non-refundable:

  • Opened or used products, or items showing wear, residue, or tampering
  • Consumables, for example, liquids or cartridges, once opened
  • Items returned without prior RMA authorisation
  • Items damaged by misuse, modification, or poor maintenance
  • Original shipping, handling, gift wrap and any courier surcharges
  • Customs duties, import taxes and local fees on international orders

6) Bundles, Gifts and Promotions

  • Bundles or kits: If only part of a bundle is returned, the refund may be recalculated against the standard non-bundle price of items kept.
  • Promotional gifts: Free items must be returned unused and unopened. If not, their retail value may be deducted from your refund.
  • Discount codes: Refunds are based on the amount actually paid after promotions or discounts.

7) Age Verification and Delivery Issues

  • Failed age verification: If delivery fails due to age verification, the parcel is not re-shipped. After reconciliation, we refund minus shipping and handling.
  • Incorrect address, refused or unclaimed parcels: If returned to us, we refund the item minus shipping and handling once received back in resaleable condition. Re-delivery if offered, requires a new shipping charge.
  • Damage or shortage claims: Must follow the photograph requirements in our Returns Policy, and the Glass Products rules in Section 2 where applicable.

8) Chargebacks and Disputes

  • We retain parcel photographs and carrier records to verify contents and delivery scans.
  • Please contact us first; most issues are resolved quickly.
  • Unfounded or unauthorised chargebacks may be disputed with evidence and can delay resolution. Fraudulent chargebacks may result in administrative or legal recovery costs.

9) International Orders

  • Refunds are issued in GBP to the original payment method. Exchange rate differences and bank charges are outside our control.
  • We cannot refund items seized, refused or delayed by customs or local authorities, except where required by law.
  • Where orders were fulfilled correctly with accurate export documentation, a £25 handling fee may apply to returned international parcels.

10) Your Statutory Rights and Jurisdiction

This policy operates alongside your rights under applicable consumer law, for example Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 in the UK. Where this policy conflicts with mandatory consumer protections, those protections prevail.

This policy and any disputes arising under it are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction. Customers bringing unsuccessful claims are responsible for their own legal costs. We reserve the right to recover costs in cases of fraud or abuse.

11) How to Contact Us

Email, Refunds and RMA: sales@cn-wholesale.co.uk
Hours: Mon to Fri, 09:00 to 17:00 UK time
Returns Address, RMA required: