Returns & Refund Policy
Unwanted items may be returned to us within 14 calendar days from the date you received your complete order from us.
To be eligible for a return, we MUST receive the item(s) you are returning within 14 calendar days from the date you received your order from us and your item(s) must be: (i) unused; (ii) in the original packaging, which includes, if applicable, keeping hygiene seals in place; and (iii) in the same condition that you received it.
Please Note: Due to health and hygiene reasons we cannot accept returns for CBD vape liquids, CBD oils, skincare items, edibles, capsules, wellbeing items and disposable kits and refill pods that have been opened or unsealed, unless faulty.
In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights. To initiate the process, please follow the return process below. In all cases, the item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement/repair/refund).
If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to you at your sole cost.
Please Note: This section does not apply to items that have failed due to wear and tear or have been tampered with.
To complete your return, we require a receipt or proof of purchase as well as an email detailing the reason for your return (please email in the first instance)
Please ensure your returned item(s) are packaged securely and sent via post to the following address, with the original receipt enclosed:
Hide & Seek
C/O Customer Returns
8 Townsend Gate, Berkhamsted, Hertfordshire, HP4 2FZ
We are NOT responsible for items that get lost in transit. We therefore suggest sending returns via a trackable service or purchasing shipping insurance.
Please Note: For returns of unwanted items, we MUST receive the items within 14 calendar days of receipt of your order. If your return is due to an item being faulty, you have 30 calendar days for the date receipt. Unauthorised returns unfortunately will not be processed.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund on your payment. You will receive the credit within 5-6 working days depending on your card issuer’s policies.
Please Note: We unfortunately do not refund the postage paid at time of purchase, or to send the item back for a refund.
We only replace items if they are defective or damaged. If you believe any of the items you have ordered are damaged or faulty, please return the item to us via the returns process.
HIDE & SEEK RIGHTS
We reserve the right to refuse items returned to us which do not fulfil the requirements states above, or if the correct return process has not been followed. We further reserve the right to reduce the amount of refund (if any) that you receive, in the event that non-faulty items being returned are damaged or used in any way. The amount which we may reduce your refund by will be dependent on the decrease in value of the use of the item. Please note, this reduction may be 100% if the item in question cannot be resold.
Please Note: These terms are in addition to our standard Terms and Conditions.