DELIVERY & RETURNS

Please take a moment to review our Delivery and Returns policy. Please note that the tamper-proof tab on the packaging must not be broken or show any evidence of tampering. If it has been broken or there is evidence of tampering, then the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 will not apply to you, for a right for you to cancel the order.

Delivery costs will be calculated at checkout once the delivery option and destination has been chosen. We offer the below delivery options:

UK and IRELAND

Delivery Time: 1-5 days* 
Costs: £4.95

INTERNATIONAL

Delivery Time: 2-10 days* 
Costs: Depends on location. Usually £12.95

USA

Delivery Time: 2-10 days* 
Costs: Depends on location. Usually £12.95

 

* Delivery time is in working days (Monday-Friday). We are not responsible for delays in deliveries as a result of the delivery companies own processes

We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we’re usually unable to amend it but it would be worth giving us a call on 01908 488 707. However it is simple to return any incorrectly ordered items back to us. Please see our refund policy.

You will receive an email once your order has been dispatched. If you have any queries or require any further assistance please email our customer service team support@21Atoms.com

POLICY

We hope you are happy with your order but if you’re not please follow the steps below for a quick and easy return. You can return any unwanted items back to us within 30 days. Returned items must be in their original and unused condition, ensuring there is no attempt nor evidence of opening of the package. If, upon receipt of your return, we find that the packaging shows evidence of an attempt at opening then your return may be deemed void.

It is our policy to offer credit to the value of your purchase, should a return be applicable and accepted. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a credit or exchange.

Instuctions

  • Take your parcel to any Post Office or counter service.
  • Obtain a certificate of postage with a tracking service to ensure the parcel can be tracked and that it gets to us
  • Email us with the tracking number to support@21atoms.com

Return Address

  • 21Atoms, Regus House, Fairbourne Drive, Milton Keynes, MK10 9RG

Several types of goods are exempt from being returned. Our oils and edibles fall in to this category as they are considered foods. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

It is our policy to offer credit to the value of your purchase, should a return be applicable and accepted.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If you are approved, then a credit will be applied in the form of a voucher code sent to you to the value of your original purchase.

If a refund is applicable under the Consumer Rights Act 2015, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@21atoms.com.

Sale items (if applicable)
Only regular priced items may be returned, unfortunately sale items cannot be returned.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@21atoms.com and send your item to: Regus House, Fairbourne Drive, Atterbury, Milton Keynes MK10 9RG

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a gift voucher code to the gift giver and they will find out about your return.

Postage
To return your product, you should send your product to: 21ATOMS, Regus House, Fairbourne Drive, Atterbury, Milton Keynes MK10 9R.

You will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable. If you receive a refund or credit, the cost of return shipping will be deducted from your refund or credit.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable posting service or purchasing posting insurance. We don’t guarantee that we will receive your returned item.

We always advise that you post your package to us using a trackable posting service as we cannot guarantee that your return will be received by us.

Please allow up to 10 working days for your parcel to be returned to us. Once your return has arrived and been processed we will send you an email. If you haven’t heard any communication from us after the 10 working day timescale, please contact our Customer Care Team at support@21Atoms.com

Please ensure you have your order number and details of the items returned. If you’ve returned more than one order in the same parcel, please allow an additional 72 hours for all your returns to be completed.

Customer satisfaction is extremely important to us. All of our products are inspected before leaving our facility. Please check your shipment carefully upon arrival to ensure it has not been damaged during shipping. All claims for damaged products must be made within 72hrs of receipt. Please contact us at support@21Atoms.com and provide detailed information and clear photographic evidence of any product damaged during shipping within that time. We will then arrange for a replacement to be dispatched.

Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and it will be collected upon delivery from the carriers for certain packages. These charges are recipient’s responsibility as we are only charging the transportation fee for the packages. You may check with your country’s customs office to determine charges and import eligibility. 21ATOMS cannot be held liable for any goods seized by customs. Thank you for your understanding and cooperation.

During the checkout process you will be given the complete terms of your purchase. Included in those terms is your clear understanding that we are selling our products as containing CBD (cannabidiol). These products have not been evaluated by the FSA. We are committed to complete compliance with FSA regulations and as such, because these products have not been evaluated by the FSA, we make no medical claims that products containing CBD (cannabidiol) have. If you decide to purchase our products, you are drawing your own opinions as to any additional benefits our products may provide. All of our products carry a 30-day customer satisfaction guarantee. If you are not satisfied, simply return the unopened product for a full refund less any postage charges. Your acceptance of the terms of purchase means you agree to and understand the refund policy.

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