Returns Policy

At X-Hemp, we are committed to providing you with high-quality products. This policy outlines your rights and obligations regarding returns and refunds, in compliance with Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law

The ACL guarantees that the goods we sell are of acceptable quality, fit for their intended purpose, and match the description we provide. If a product you purchase has a major failure, you are entitled to a replacement or refund. If a failure is not major, we will repair or replace the product within a reasonable time.

Eligibility for Return

We accept returns for non-consumable goods (e.g., accessories, clothing) under the following conditions:

1. Change of Mind: We accept returns for non-consumable items (excluding those listed below) within 30 days of purchase, provided the item is:

  • In its original condition.
  • Unused and undamaged.
  • In its original, unopened packaging.
  • Accompanied by proof of purchase.

2. Faulty Goods: If an item is deemed faulty, does not match the description, or is not fit for purpose, you are entitled to a refund or replacement under the ACL.

Non-Returnable Items (Exclusions)

Due to health, safety, and quality control standards, the following items cannot be returned unless they are proven to be faulty or damaged upon arrival:

  • Consumables: This includes all food products, oils, and any other ingestible items.
  • Reason for Exclusion: These products are often light-sensitive, temperature-sensitive, or perishable. Even if the packaging appears unopened, we cannot guarantee the storage conditions (temperature, light exposure, etc.) once the item leaves our custody. To ensure the safety and efficacy of products for all customers, we cannot accept returns on these items.

How to Initiate a Return

  1. To request a return, please contact us at info@xhemp.au with your order number and a detailed description of the issue or reason for the return.
  2. If approved, we will provide you with instructions on how and where to send your item.

Shipping Costs for Returns

  • Change of Mind: For all returns due to a change of mind, the buyer is responsible for all return shipping costs.
  • Faulty Goods: If an item is confirmed to be faulty, X-Hemp will reimburse you for reasonable return shipping costs. Please retain your shipping receipt.

Refunds

  • Refunds will be processed once the returned item has been received and inspected.
  • If the return is approved, your refund will be processed and a credit will automatically be applied to your original method of payment within a reasonable timeframe.

Please note: We reserve the right to refuse a refund or exchange if the returned goods do not meet the conditions outlined above.