Returns
We want returns to be clear and straightforward. This page explains your UK cancellation rights, our additional 30-day returns policy, and what to do if an item is faulty, damaged or incorrect.
UK Online Cancellation Rights
If you are a UK consumer buying online, you normally have the right to cancel an eligible order without giving a reason.
- You must tell us that you wish to cancel within 14 days of receiving the goods.
- After telling us, you normally have a further 14 days to send the goods back.
- Where the statutory cancellation right applies, we will refund eligible sums within the legally required timeframe after the goods are returned or you provide evidence of return.
You may inspect goods in the way you reasonably could in a shop. If handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods, the law may allow a deduction for any resulting loss in value.
Altum 30-Day Returns Policy
In addition to your statutory rights, Altum offers an extended 30-day return window for eligible unwanted items.
For a return under this additional Altum policy, the item must normally be:
- Returned within 30 days of delivery
- Unused and in a resaleable condition
- Unopened where the product is supplied sealed
- Returned with its original packaging where reasonably possible
This additional 30-day policy does not reduce any rights you have under UK consumer law.
Sealed, Hygiene & Health-Protection Products
Some sealed goods may be exempt from the statutory change-of-mind cancellation right once the seal has been broken where the goods are not suitable for return for health protection or hygiene reasons.
Where this exception applies, an opened or unsealed product may not be accepted as a change-of-mind return. This does not affect your rights if the product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
Refunds & Original Delivery Charges
Eligible refunds are normally made to the original payment method unless another method is expressly agreed.
For a valid statutory cancellation of an entire order, we will refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, such as Express Tracked Delivery, we are not required to refund the additional amount above the standard delivery cost.
For returns made only under our additional 30-day goodwill policy, rather than a statutory cancellation right, the original delivery charge is not normally refundable.
Refund processing by your bank or payment provider may take additional time after we have issued the refund.
Return Postage
For a standard change-of-mind return, you are normally responsible for the cost of returning the goods to us unless we have agreed otherwise.
If the goods are faulty, damaged, misdescribed or supplied incorrectly, please contact us before returning them. Where the law requires us to bear necessary return costs, or where we agree to do so, we will provide the appropriate return instructions.
For customer-arranged returns, we recommend using a tracked service and retaining proof of postage until your refund has been completed.
Faulty, Damaged, Misdescribed or Incorrect Items
Your statutory rights are separate from our change-of-mind returns policy.
If an item is faulty, damaged, misdescribed or not what you ordered, please contact us as soon as possible. Depending on the circumstances and applicable consumer law, you may be entitled to a refund, repair, replacement or other remedy.
We may ask for photographs, batch details or other reasonable information to help us understand the issue, but this does not remove your statutory rights.
Sale & Promotional Items
Items bought in a sale or promotion have the same statutory rights as full-price items. Any additional goodwill return rights beyond the statutory minimum remain subject to the conditions of our 30-day returns policy.
Digital Gift Cards
Digital products and gift cards may be subject to different cancellation rules from physical goods. Where a statutory cancellation right applies, it will not be restricted by this policy. Where digital content has been supplied immediately with the required consent and acknowledgement, the right to cancel may be affected.
How to Return an Item
1. Contact Us
Email support@cbdaltum.com and include your order number and the item(s) concerned.
2. Tell Us What You Need
Let us know whether you are cancelling an eligible online order, requesting a return under our 30-day policy, or reporting a faulty, damaged or incorrect item.
3. Follow the Return Instructions
We will provide the appropriate return address and any relevant instructions.
4. Keep Proof of Return
If you arrange the return yourself, keep your proof of postage or tracking information until the matter has been resolved.
Model Cancellation Form
You do not have to use this wording, but you may copy and send it to us if you wish to exercise a statutory cancellation right:
To Altum Naturals Ltd, support@cbdaltum.com: I hereby give notice that I cancel my contract for the sale of the following goods: [insert goods]. Ordered on / received on: [insert date]. Order number: [insert order number]. Name: [insert name]. Address: [insert address]. Date: [insert date].
International Returns
International customers should contact us before sending goods back. Return eligibility and mandatory consumer rights can vary by country.
Unless the item is faulty, damaged, misdescribed or we agree otherwise, the customer is normally responsible for international return postage and any associated return-carrier charges. Customs duties, import taxes and third-party handling charges already paid to authorities or carriers may not be recoverable from Altum.
Contact
Altum Naturals Ltd
Email: support@cbdaltum.com
Website: cbdaltum.com
Nothing in this policy limits your statutory consumer rights.
