Refund policy

REFUND AND RETURN POLICY

Last updated: October 20, 2025

At KANDL, we stand behind the quality of our products. Due to health, safety, and regulatory requirements for consumable hemp products, we maintain the following return and refund policy.

RETURN ELIGIBILITY

Due to the nature of our products (hemp-derived concentrates and vaporizers), we can only accept returns under the following conditions:

- Products must be UNOPENED and in original, sealed packaging
- Products must be unused with all seals intact
- Original packaging must be undamaged
- Return request must be made within 7 days of delivery
- Proof of purchase (order number) required

ITEMS THAT CANNOT BE RETURNED

For health, safety, and legal compliance reasons, we CANNOT accept returns on:
- Opened or used products
- Products with broken seals
- Partially used concentrates or vaporizers
- Products damaged due to improper storage or handling
- Products purchased on sale or clearance (all sales final)

DAMAGED OR DEFECTIVE PRODUCTS

If you receive a damaged or defective product, please contact us immediately at thekandlteam@gmail.com within 7 days of delivery with:
- Your order number
- Clear photos of the product and packaging showing the damage/defect
- Description of the issue

We will review your claim and, if approved, provide a replacement or full refund at our discretion.

INCORRECT ORDERS

If you receive the wrong product due to an error on our part:
- Contact us at thekandlteam@gmail.com within 7 days of delivery
- Provide your order number and photos of the incorrect item
- Keep the item unopened in its original packaging
- We will arrange for return shipping and send you the correct product

HOW TO REQUEST A RETURN

1. Email us at thekandlteam@gmail.com with your order number
2. Explain the reason for your return and provide required photos (if applicable)
3. Wait for return authorization before shipping anything back
4. Items sent back without authorization will not be accepted or refunded

RETURN SHIPPING

- Approved returns require prior authorization
- We will provide a prepaid return shipping label for damaged/defective items or our errors
- Customer is responsible for return shipping costs for buyer's remorse on unopened items
- We recommend using a trackable shipping method
- KANDL is not responsible for items lost or damaged during return shipping

REFUND PROCESSING

Once we receive and inspect your returned item:
- We will notify you via email whether your refund has been approved
- Approved refunds will be processed within 5-7 business days
- Refunds will be issued to your original payment method
- Please allow 5-10 business days for your bank/card issuer to process the refund
- Original shipping charges are non-refundable (unless the error was ours)

NO EXCHANGES

We do not offer direct exchanges. If you wish to exchange a product, you must:
1. Return the eligible item for a refund (following the policy above)
2. Place a new order for the desired product

IMPORTANT LEGAL NOTICE

State and Local Restrictions: Customers are responsible for ensuring THC-P and hemp-derived products are legal in their state and locality before ordering. KANDL is not responsible for orders seized, confiscated, or rejected due to local laws. These orders are not eligible for refunds.

Age Requirement: All customers must be 21 years of age or older to purchase. Orders placed by minors will be canceled without refund.

Product Liability: KANDL products are intended for adult use only. We are not responsible for misuse, adverse reactions, or effects resulting from product use. These statements have not been evaluated by the FDA. Our products are not intended to diagnose, treat, cure, or prevent any disease.

CONTACT US

Questions about our refund policy? Contact us at:
- Email: thekandlteam@gmail.com
- We respond within 24-48 business hours

This policy may be updated from time to time. Please review before making a purchase.