1. Overview
This Refunds and Returns Policy applies to purchases made through www.hempcoasterly.com, operated under the brand name Hempcoasterly.
We aim to handle return and refund requests fairly, consistently and in accordance with applicable Canadian law and mandatory consumer protection laws in the European countries we serve.
For all return, refund or order-related enquiries, please contact:
Email: coast@hempcoasterly.com
Website: www.hempcoasterly.com
Please include your order number and a brief description of your request so that we can review it efficiently.
2. European Consumers’ 14-Day Right of Withdrawal
Consumers in the European Union generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason, subject to applicable law and any statutory exceptions.
To exercise this right, please notify us by email at coast@hempcoasterly.com within the applicable withdrawal period. Please include your order number and clearly state that you wish to withdraw from the purchase.
After notifying us, return the goods to the address below within 14 days of communicating your withdrawal, unless applicable law provides otherwise.
European Returns Address:
XXX
Goods should be returned in a condition that allows us to identify and assess them. Consumers may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where the goods have been handled beyond what is necessary and their value has consequently diminished, any deduction will be considered only where permitted by applicable law.
We will reimburse eligible payments, including the standard outbound delivery cost where required by law, within the applicable statutory period. We may withhold reimbursement until we have received the returned goods or the consumer has supplied evidence of having sent them back, whichever occurs first, as permitted by applicable law.
Unless otherwise required by law or agreed by us, the consumer is responsible for the direct cost of returning goods when exercising the right of withdrawal.
This section does not limit any mandatory consumer rights available under the law of the consumer’s country.
3. Damaged, Defective or Incorrect Goods
If your order arrives damaged, contains a defect or does not match the item ordered, please contact coast@hempcoasterly.com and provide:
- Your order number;
- A brief description of the issue; and
- Clear photographs showing the affected goods and, where relevant, the external packaging.
We will review the information provided and advise you of the next steps. Where appropriate, we may offer a replacement or refund without requiring the damaged or defective item to be returned, based on the circumstances and applicable law.
Photographs may assist us in reviewing the request. If further information is reasonably necessary to assess the issue, we may request it from you.
Consumers retain any statutory rights relating to goods that are faulty, damaged, not as described or otherwise not in conformity with the contract. Any remedy required by applicable law will take precedence over the discretionary arrangements described in this policy.
4. Shipping Delays, Lost Orders and Non-Delivery
Orders are dispatched from Canada. Estimated transit time is 5–12 business days from dispatch. We may use carriers such as DHL, FedEx or UPS Priority services, depending on the destination and service availability.
Tracking updates may be sent to the email address provided at checkout when the order is dispatched, reaches a carrier facility, enters the local delivery network or reaches another significant tracking stage, where such information is available from the carrier.
If your order has not arrived within the estimated transit period, please email coast@hempcoasterly.com with your order number and tracking details.
We will review the shipment information and, where appropriate, investigate the delay with the carrier. Following our review, we may arrange a replacement or issue a full refund, taking into account the circumstances and applicable legal requirements.
Where applicable consumer law provides a right to cancel for non-delivery or requires a particular refund or remedy, that right will be respected. The estimated transit period does not remove any statutory delivery obligations.
5. Refund Eligibility and Assessment
Refund requests are assessed according to the reason for the request, the order details and applicable consumer law.
A refund may be available in circumstances including:
- A valid exercise of the statutory right of withdrawal;
- Goods that arrive damaged, defective or not as described;
- An order that has not been delivered and qualifies for a refund under applicable law; or
- Another circumstance in which a refund is required by law or agreed following our review.
For non-defective goods returned outside a statutory withdrawal period, any return or refund request will be considered in accordance with the applicable terms and legal requirements.
Nothing in this policy excludes or restricts a consumer’s mandatory statutory rights.
6. Refund Methods and Processing Time
Approved refunds will generally be returned to the original payment method used for the purchase. Depending on the payment method selected at checkout, this may include:
- Visa;
- Mastercard;
- American Express;
- Apple Pay;
- Google Pay; or
- Another supported electronic wallet.
Refunds are initiated after the request has been approved and any applicable return or assessment requirements have been met. The time taken for the refunded amount to appear in the customer’s account may depend on the payment provider, card issuer or financial institution.
We will process eligible refunds within the period required by applicable law. Where no shorter statutory period applies, we aim to initiate approved refunds within 3–5 business days after the relevant return or refund conditions have been satisfied.
The time required for the funds to appear in the customer’s account may be outside our control.
7. Return Shipping and Return Address
For eligible returns, please contact us before sending the goods so that we can confirm the applicable return procedure.
European Returns Address:
XXX
For a valid statutory withdrawal, the consumer generally pays the direct return cost unless we have agreed to pay it, have failed to provide the legally required information, or applicable law otherwise requires us to cover that cost.
For goods that are faulty, damaged or not in conformity with the contract, return costs and other remedies will be handled in accordance with applicable law.
Please do not send goods to an address that has not been confirmed for your return.
8. Order Cancellations
If you wish to cancel an order before dispatch, contact coast@hempcoasterly.com as soon as possible and provide your order number.
We will review whether the order can still be cancelled before dispatch. If the order has already been dispatched, the applicable withdrawal and returns procedures may apply.
This section does not restrict any cancellation or withdrawal right provided by mandatory consumer law.
9. Contact Us
For questions about returns, refunds, damaged goods or delivery issues, please contact:
Hempcoasterly
Email: coast@hempcoasterly.com
Website: www.hempcoasterly.com
Please include your order number and relevant details. We aim to respond to customer enquiries within 24 working hours.
10. Applicable Law and Statutory Rights
This policy should be read alongside our Terms and Conditions, Shipping Policy and Privacy Policy.
Purchases and returns are subject to applicable Canadian law and the mandatory consumer protection laws that apply to customers in the European countries we serve. Where mandatory law grants consumers rights that are more favourable than a provision in this policy, those statutory rights will prevail.
Nothing in this policy is intended to exclude or restrict any right or remedy that cannot lawfully be excluded or restricted.