Returns & Refunds

Your right to cancel

Under the UK Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of receiving it. We extend this to a full 30 days for change-of-mind returns.

Condition of returned items

• Items must be unused, unopened and in their original packaging.
• For hygiene reasons we cannot accept returns on used mouthpieces, vaporiser parts that touch the mouth, or opened consumables (papers, filters, wraps).
• Sale items are eligible for store credit only.

How to return an item

1. Email hello@hazecartel.co.uk with your order number.
2. We'll send you a returns reference and address.
3. Post your parcel back — we recommend a tracked service.

Refunds

Once we receive and inspect your return, refunds are issued to the original payment method within 5 working days. Original shipping is refunded only if the entire order is returned.

Faulty or damaged items

If your item arrives faulty or damaged, contact us within 48 hours of delivery with photos and we'll arrange a free replacement or full refund, including return postage. This does not affect your statutory rights.

Return postage

Return postage is the customer's responsibility unless the item is faulty, damaged or incorrect.