Our Customer Care Promise

Canna Gummies UK is committed to giving every customer a smooth, private, and reliable shopping experience.

We understand that customers value trust, clear communication, and discreet shipping. That is why we handle every order with care, from checkout to delivery.

This Returns and Refunds Policy explains how we manage returns, refunds, damaged items, incorrect orders, and delivery concerns.

Discreet Shipping Commitment

Your privacy matters to us.

All orders are prepared with discreet packaging to protect your personal privacy. Packaging is kept plain, secure, and professional, with no unnecessary product details displayed on the outside.

Our discreet shipping approach is designed to give customers confidence and peace of mind when placing an order.

We aim to ensure that:

  • Orders are packed securely

  • Packaging is plain and discreet

  • Product details are not openly displayed

  • Customer privacy is respected

  • Delivery is handled as smoothly as possible

Returns Eligibility

Due to the nature of our products, returns can only be accepted in limited circumstances.

To qualify for a return, the item must be:

  • Unopened

  • Unused

  • In its original packaging

  • In the same condition as received

  • Returned within the approved return period

  • Supported by proof of purchase

For safety and quality reasons, we cannot accept returns for products that have been opened, used, damaged after delivery, or removed from their original packaging.

Non-Returnable Items

Some items cannot be returned once delivered.

Non-returnable items include:

  • Opened products

  • Used products

  • Products with broken seals

  • Products not in original packaging

  • Items damaged after delivery

  • Products returned without proof of purchase

  • Items returned after the approved return window

These restrictions help protect customer safety, product quality, and hygiene standards.

Damaged or Faulty Items

Please inspect your order as soon as it arrives.

Contact our support team if your order arrives damaged, faulty, or in poor condition. We may ask for photos of the item, packaging, and delivery label so we can review the issue properly.

When contacting us, please include:

  • Your order number

  • Your full name

  • A clear description of the issue

  • Photos of the damaged or faulty item

  • Photos of the packaging

  • Any relevant delivery information

Once we review your claim, we will let you know whether a replacement, refund, or other solution is available.

Incorrect Orders

Please contact us promptly if you receive the wrong item.

Our team will review the issue and help resolve it as quickly as possible. In some cases, we may request photos of the item received and the packaging.

A replacement or refund may be offered where the error is confirmed.

Missing Items

Please check your order carefully when it arrives.

Contact our support team if an item is missing from your package. We will review the order details and investigate the issue.

To help us resolve the matter, please provide:

  • Your order number

  • A photo of the package contents

  • A photo of the outer packaging

  • A description of what is missing

We will confirm the next steps once our review is complete.

Refunds

Refunds are only issued after we review and approve the request.

A refund may be available if:

  • The item is faulty

  • The item arrives damaged

  • The wrong item was sent

  • The order cannot be fulfilled

  • A return is approved under this policy

Refunds are usually processed back to the original payment method.

Please allow time for your bank, card provider, or payment processor to complete the refund after it has been issued.

Refund Processing Time

Once a refund is approved, we will begin processing it as soon as possible.

Refund processing times may vary depending on your payment provider. In most cases, refunds may take several business days to appear in your account after processing.

Please contact your bank or payment provider if the refund has been confirmed by us but has not appeared after the expected timeframe.

Order Cancellations

Please contact us as soon as possible if you wish to cancel an order.

We can only cancel an order if it has not yet been processed, packed, or dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

Delivery Issues

We work to provide reliable and discreet delivery, but delays can sometimes happen due to courier services, address errors, high demand, weather disruption, or other issues outside our control.

Please contact our support team if your order has not arrived within the expected delivery timeframe.

Customers are responsible for providing accurate delivery information. We cannot be held responsible for failed delivery caused by incorrect or incomplete address details provided at checkout.

Failed or Returned Deliveries

If an order is returned to us because of failed delivery, incorrect address details, refusal to accept delivery, or failure to collect the parcel, we will review the case and advise on the available options.

Additional shipping fees may apply if the order needs to be resent.

Discreet Delivery and Customer Privacy

We take discreet delivery seriously.

While we make every effort to package orders privately and securely, customers are responsible for choosing a delivery address where they can safely receive their order.

We recommend using an address where:

  • Someone trusted can receive the parcel

  • The package will not be left unattended for long periods

  • The delivery can be accepted safely

  • The address details are complete and accurate

How to Request a Return or Refund

To request a return or refund, please contact our support team with your order details.

Your message should include:

  • Full name

  • Order number

  • Email address used at checkout

  • Reason for the request

  • Photos if the item is damaged, faulty, incorrect, or incomplete

Our team will review your request and respond with the next steps.

Please do not send any item back without contacting us first. Returns sent without approval may not be accepted.

Policy Abuse

We reserve the right to refuse returns, refunds, or replacements where we believe a claim is false, misleading, repeated unfairly, or in breach of this policy.

This helps us protect honest customers and maintain a fair service for everyone.

Changes to This Policy

We may update this Returns and Refunds Policy from time to time.

Updates may reflect changes to our delivery process, customer service procedures, product range, or legal requirements.

The latest version published on this page will apply from the date it is posted.

Contact Us

Please contact our support team if you have questions about returns, refunds, delivery, or discreet shipping.

We are here to help and will always aim to resolve genuine customer concerns fairly and professionally.