Returns Policy

Last updated: 27 September 2025

This Returns Policy applies to retail purchases made directly from CN Wholesale (“CN Wholesale”, “we”, “us”, “our”). By requesting a return, you agree to follow this Policy in full. Nothing in this Policy affects your statutory rights.

Scope & Acceptance, Return Authorisation, Return Windows & Who Pays Shipping, Glass Products, Special Rules, Required Photographs, Packaging & Condition, Inspection, Outcomes & Refunds, Warranty, Non-Returnable Items, Conduct & Communications, Age-Verification Delivery Failures, Incorrect Address, Refused or Unclaimed Parcels, Fraud Prevention & Evidence, International Customers, Jurisdiction & Legal Costs, How to Contact Us

1. Scope & Acceptance

This Policy applies to all retail purchases made directly from CN Wholesale. By requesting a return, you agree to follow this Policy in full. This Policy operates alongside your rights under applicable consumer law.

2. Return Authorisation (RMA required)

Do not send items back without authorisation. All returns require a Return Merchandise Authorisation (RMA).

To request an RMA, email customerservice@crystallizednectar.co.uk with subject line: “RETURN – Order #[number] – [Reason]” and include:

  • Full name, order number, delivery address, phone number
  • Reason for return, for example, DOA, damaged in transit, unwanted
  • Required photographs, see Section 5
  • For faults, when and how the fault was observed and any troubleshooting attempted

All claims must be submitted from the same email address used to place the order.

3. Return Windows & Who Pays Shipping

  • Dead on Arrival or Damaged in Transit, UK: Notify us within 48 hours of delivery with required photos. If approved, we will arrange a Royal Mail collection on a weekday you choose. Items must be unused, unopened, and in original condition with all accessories and manuals.
  • Unwanted items, change of mind: Subject to statutory rights, items must be unused, unopened, and resaleable. You must return them at your cost via a tracked and insured service. We are not liable for loss or damage of customer-arranged returns.
  • International returns: Customers outside the UK must arrange and pay for tracked and insured return shipping unless otherwise required by law.
  • After 14 days from receipt, faulty items: If a product develops a fault after 14 days, you are responsible for returning it, tracked and insured. If approved, we will ship a replacement or repair at our cost via Royal Mail Tracked 24, UK.

EU or EEA customers: We honour statutory withdrawal rights, 14-day cooling-off, as required by law. Exceptions apply to sealed hygiene goods and consumables once opened.

4. Glass Products, Special Rules

To protect genuine customers and resolve valid shipping damage quickly, glass products have additional requirements:

  • 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, assemble, or clean 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 a bong or residue, will void a shipping damage claim.
  • Same day photo evidence: On the delivery day, email customerservice@crystallizednectar.co.uk 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 manufacturer warranty. Valid shipping damage claims that meet these rules will be handled promptly in line with this Policy.

Parcels containing glass include a card reminding customers of these strict rules.

5. Required Photographs

To resolve issues quickly and prevent fraud, please provide:

  • Outer shipping box, clear photos of each side
  • Product box, clear photos of all sides
  • Close-ups of the fault or damage
  • A brief description of when and how the issue was noticed

Requests without this evidence, or with vague or abusive messages, may be rejected.

6. Packaging & Condition of Returned Goods

  • Items must be returned complete, product box, accessories, manuals, and any promotional items.
  • Items must be unused and unopened for DOA or unwanted returns, unless authorised otherwise.
  • Use protective outer packaging and a tracked and insured service. Damage in transit due to poor packaging may result in a reduced or no refund.

7. Inspection, Outcomes & Refunds

  • All returns are inspected upon arrival. Serial numbers and item identifiers are verified against shipment records.
  • If approved:
    • Refunds are issued to the original payment method minus shipping and handling, unless we made an error.
    • Refunds for certain international returns where all documentation was correct may include a £25 handling fee.
    • Exchanges depend on availability and supplier terms.
  • If rejected, for example, used or tampered, missing parts, substituted item, damage inconsistent with shipping, we will notify you. Return shipment back to you will be at your cost.
  • Refunds are conditional on inspection. Once approved, allow 5 to 10 business days for your bank or card provider to post the funds.

Initiating chargebacks before inspection and refund completion will be treated as fraudulent and may incur administrative or legal recovery fees.

8. Warranty

  • We honour manufacturer warranties for products purchased from us, except for glass products, which have no warranty coverage.
  • Warranty coverage begins on the original invoice date and does not reset with replacements.
  • Remedies may include repair, replacement, or supplier direct resolution, per manufacturer terms.
  • Exclusions include misuse, modification, neglect, accidental or intentional damage, and unauthorised repairs.
  • Proof of purchase is required.

9. Non-Returnable Items

Unless faulty under statutory rights, we do not accept returns of:

  • Opened or used products, or items with residue or tampering
  • Consumables, for example, liquids or cartridges, once opened
  • Items returned without RMA
  • Items damaged by misuse, neglect, modification, or poor maintenance

10. Conduct & Communications

Provide clear, factual information to aid resolution. Examples we cannot act on include “send a replacement now” or “parcel empty, refund immediately”. Abusive or threatening communication will result in suspension of the claim. Statutory rights remain, but future contact must proceed through formal legal channels.

11. Age-Verification Delivery Failures

Some orders, for example, first orders or random checks, may require Age-Verification delivery. If delivery fails due to age verification, the parcel is not re-shipped. A refund minus shipping and handling will be issued once reconciled in our system.

12. Incorrect Address, Refused or Unclaimed Parcels

  • If a parcel is returned due to incorrect or insufficient address, refusal, or failure to collect, we will refund the item minus shipping and handling after reconciliation, provided it arrives back in resaleable condition.
  • Redelivery, if offered, requires payment of a new shipping charge.

Return to sender parcels without an authorised RMA will not be processed.

13. Fraud Prevention & Evidence

  • We photograph every parcel prior to sealing to confirm contents and packaging.
  • We may cross-check returns against serial numbers and carrier records.
  • Substituted, counterfeit, or tampered goods will be rejected and may be reported as fraud.

14. International Customers

  • You are responsible for ensuring products are permitted in your country and for all import duties, taxes, and fees.
  • We cannot accept returns or issue refunds for items seized, refused, or delayed by customs or local authorities, except where required by law.

15. Jurisdiction & Legal Costs

This Policy and any disputes arising from 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 administrative or legal costs in cases of fraudulent or abusive claims.

16. How to Contact Us

Email, RMA & Support: sales@cn-wholesale.co.uk
Hours: Mon to Fri, 09:00 to 17:00 UK time