Returns Policy

Not quite right? No problem. You have 30 days from the day your order arrives to send it back to us. Here’s everything you need to know.

• 30 days to return – counted from the day you receive your order.
• Faulty, damaged or wrong item? Returns are free – we’ll cover the postage.
• Changed your mind? Just pay the return postage yourself.
• Opened products sealed for hygiene reasons (like oils and gummies) can’t be returned unless they’re faulty.

How to return your order

1. Email us at hello@cannaray.co.uk with your name, address, order number and the item(s) you’d like to return. If something is faulty or damaged, a quick photo helps us sort it faster.
2. We’ll send you return instructions, including the address to send your parcel to.
3. Post it back within 30 days of receiving your order. Keep your Post Office receipt as proof of postage – the date of return is the date you send it.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or isn’t what you ordered, we’re sorry – we’ll put it right.

• Returns are free of charge – we’ll cover the cost of return postage.
• You can choose an exchange or a refund, as appropriate.
• Exchanges are dispatched as soon as we receive the returned products.
• Refunds include the price of the products, the original delivery cost and the cost of return.

Changed your mind

We hope you love your Cannaray favourites, but if they’re not for you, you can return them within 30 days.

• Products must be new, unused and, wherever possible, in their original packaging.
• You’ll need to pay the return postage yourself.
• Products sealed for hygiene or health protection reasons can’t be returned once they’ve been unsealed.
• We’ll refund the price of the products plus the original delivery cost.
• We may make a deduction from your refund if the products have lost value through unnecessary handling.

Refunds

• Refunds go back to the payment method you used to place your order.
• For change-of-mind returns, we’ll refund you no later than 14 days after you tell us you want to return your order. For faulty or incorrect items, we’ll refund you as soon as we can.
• If your payment method has expired, let us know a new one, or we may refund you by bank transfer.
• For international orders, any import fees charged in your country aren’t refundable.

Returns FAQs

Can I exchange an item instead of getting a refund?
Yes – if your item is faulty, damaged or incorrect, you can choose an exchange or a refund. For change-of-mind returns, we’ll issue a refund and you’re welcome to place a new order.

My parcel arrived damaged. What should I do?
Email us at hello@cannaray.co.uk with your order number and a photo of the damage. Returns for damaged items are free.

Can I return an opened product?
Products sealed for hygiene or health reasons, such as CBD oils and gummies, can’t be returned once opened – unless they’re faulty. This doesn’t affect your statutory rights.

How long do I have to return my order?
30 days from the day you receive it, whether it’s faulty or you’ve changed your mind.

Who pays for return postage?
We do if your item is faulty, damaged or incorrect. If you’ve changed your mind, return postage is paid by you.

Your statutory rights

This returns policy doesn’t affect your statutory rights. You can also end your contract with us if:

• we’ve told you about an upcoming change to the products or our terms which you don’t agree to;
• we’ve told you about an error in the price or description of the products you’ve ordered and you don’t wish to proceed;
• there’s a risk that supply of the products may be significantly delayed because of events outside our control;
• we’ve suspended supply of the products for technical reasons, or told you we’re going to, for more than 14 days; or
• you have a legal right to end the contract because of something we’ve done wrong.

If so, contact us at hello@cannaray.co.uk with your name, address and order details. Your contract will end immediately and we’ll refund you in full for any products not provided, or not provided properly, including original delivery costs and the cost of return.

Need a hand?

Our friendly team is here Monday to Friday, 9am–5pm. Email hello@cannaray.co.uk and we’ll get back to you as soon as we can. You might also find what you’re looking for on our Delivery & Shipping or FAQs pages.