This Cancellation and Refund Policy applies to purchases made through our website in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and The Consumer Rights Act 2015.
You may cancel your order for any reason within 14 calendar days from the day you (or someone you nominate) receive the goods.
We also offer an extended goodwill return period of 30 days for unopened CBD products (see Section 3). This does not affect your statutory rights.
To cancel, clearly notify us in writing (email or our online cancellation form). We’ll confirm receipt and next steps.
If you cancel within the 14‑day statutory period, we will refund all payments received, including the basic (standard) delivery cost, within 14 days of receiving the goods back or evidence of return.
For returns made under our 30‑day goodwill policy (Section 3), shipping costs are non-refundable. Refunds are processed to your original payment method within 5–7 business days after we inspect the product. (Internal store term.)
To qualify under our goodwill policy:
The CBD bottle must be unopened, unused, and in its original packaging.
You must contact us at info@theisolateshop.com within 30 days of purchase to obtain return authorisation and instructions.
After cancelling under the statutory rules, you must return the goods within 14 days of telling us.
You have a legal duty to take reasonable care of the goods while in your possession.
You cannot cancel or return (unless faulty):
Sealed goods not suitable for return for health or hygiene reasons, once unsealed.
Personalised or made‑to‑order items.
Digital content after download/streaming has begun with your consent.
Perishable goods.
Products that are opened, used, or not in their original condition (e.g., missing or damaged packaging) are not eligible under our 30‑day goodwill policy.
If an item is faulty, damaged, or not as described, you have a short-term right to reject within 30 days and receive a full refund, repair, or replacement under the Consumer Rights Act 2015.
Please contact us within 30 days of delivery to report any issues.
We stand by the quality of our CBD products and want you to be completely satisfied. For any questions or assistance, reach out—we’re here to help ensure your experience with The Isolate Shop is exceptional.