Return Policy
Return Policy
Product Return
Your satisfaction with The Hemp Doctor product is of the utmost importance to us. The Hemp Doctor wants you to experience the full benefits of their premium hemp products! If you are interested in returning the products for a refund or exchange, please contact CustomerService@TheHempDoctor.shop via email. We accept returns on products that have 50% of the product remaining, and have a confirmed delivery date within 30-days from the time we are contacted. The Hemp Doctor would be more than happy to answer questions and make suggestions on what product may better suit your needs!
- Please note that product return costs are covered by the customer. The Hemp Doctor only covers return costs for confirmed faulty products/devices, as per the information above. Items returned for a refund will receive a refund on the product themselves, but not the initial shipping or Route fees, as those feed were already paid for by THD.
Returns Process:
1) Email us at customerservice@TheHempDoctor.shop ASAP to alert us that you will be returning your product within the 50%, 30-day timeframe and to ensure your item/order is eligible for a return/exchange. Please provide your order number, reason for the return, whether you would prefer a refund or exchange, and any additional information you think may be helpful. Any items/orders sent back without prior authorization will be reviewed once we obtain the proper information.
2) In the package, please include a note with your name, order number, and whether you would like a refund or exchange. Once you have shipped your product back to us, please email the tracking number to customerservice@TheHempDoctor.shop so we can keep an eye out for it, or let us know when you have shipped the items.
3) Once we receive your package back at our facility and confirm its condition, we will issue a refund or exchange for the product and email you a confirmation. Please allow 7-10 days for the refund to post to your statement.
Return Shipping Address: THD Returns Department 163 McKenzie Road, Mooresville, NC 28115
*For more information regarding issues with the package, order, items, or shipping, please continue below! *
Damage During Shipping
Please contact us immediately, within 3 business days, with photo evidence of the damages your product(s) may have. If you purchased Route protection, you can also look into filing a claim with them if the packaging appears to have been damaged in transit.
- If you purchased an ice pack in your order and the items arrived melted, we must be contacted the same day you receive your package with photo evidence of the melted items. If you do not contact us on the same day, we cannot guarantee that the melting did not occur after the items were received. Orders that did not have an ice pack purchased, and melted during transit, are not eligible for replacement through The Hemp Doctor or Route.
Missing / Incorrect Items Received
- If you receive your order and the products are missing or incorrect upon arrival please reach out to our Customer Support Team within 3 business days of receiving the shipment. Please include specific details and photos of products, the problem with the order, and an image of the FULL packing slip, including the order number, order details, and the signed initials.
- Once we have confirmed that the items you received are either missing or incorrect, we will ship the correct items to you, and provide a return label for the incorrect items in the order. All incorrect items received must be returned to the place of business with the provided return label. If you wish to keep the items, compensation for The Hemp Doctor will be discussed. Extenuating circumstances may be discussed with our team if need be.
Faulty Product
- If one of the devices you received was faulty, please include photo and video evidence of it not working in the email to Customer Support. Email – CustomerService@TheHempDoctor.shop. If one of your devices stops working within 30-days of delivery and you contact us before that time, we can offer you a refund or exchange once the item has been returned and the proper information has been provided.
- In order to provide customers with a refund, replacement, or exchange on a faulty product, we require physical evidence of the issue (photo/video). If you are unable to provide us with evidence of the issue, or no longer have the product/disposed of it, we will not be able to assist you with a return, replacement, or exchange per our return policy.
- We do not process returns on faulty devices if we are not contacted within 30 days of the confirmed delivery date.
Package was Returned to Sender
- If your package was marked as “return to sender” via the shipping service USPS, please reach out to let us know. With RTS packages, we do have to wait for the product to arrive back our facility before we can provide a refund or reshipment on the order, as we had already shipped the package accordingly. Once we receive that package back, we will reach out to let you know. We are happy to provide refunds on these packages, or offer to reship them once confirming the correct shipping address!
Please note merchandise must be postmarked for return or exchange within 30 days of confirmed delivery. Products will be evaluated upon their return to ensure they meet our policy requirements. We do not accept returns/exchanges after 30 days; all products must remain in their proper packaging upon return. Returns will be refunded to the original form of payment or to store credit if your purchase was made under an active account. The customer is responsible for the return shipping costs as stated above.
All products purchased from a separate retailer outside of The Hemp Doctor are not eligible for returns or exchanges through The Hemp Doctor. Please refer to the return policy of the retailer you directly purchased from.
All flower products are marked as Final Sale! Flower is not eligible for returns or exchanges! (to be evaluated on a case-by-case situation if necessary).