If the products purchased are faulty, damaged or incorrect, we may offer you an exchange or refund as appropriate.
Please email us at hello@cannaray.com to discuss the issue with the products purchased.
Please provide your name, home address, details of the order and, where available, your telephone number and email address, and our customer services team will respond with return instructions if the product is suitable for return.
You must return the products to the address provided by our customer services team within 14 days of receipt. We recommend you retain your Post Office receipt as proof of return.
If you have chosen to exchange the products, we will dispatch the replacement products as soon as possible once we have received the products you are exchanging.
If you have requested a refund, we will refund you the price for the products, including delivery costs and the cost of return, by the method you used for payment as soon as reasonably practicable. If the method you used for payment has expired in the intervening period, you will be required to provide us with an updated payment method before we can process your refund. In the absence of such updated details, we may refund you by electronic transfer.
Products Eligible for Return
For most non-prescription products purchased online (including gummies, capsules and powders), you have the right to change your mind within 14 days and receive a refund.
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You are entitled to cancel your contract provided that you exercise your right to cancel no later than 14 days after the day on which you receive the products for UK orders and 7 days for international orders.
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Your right to return or cancel products does not apply to products that are sealed for hygiene or health protection purposes, where such products have been unsealed after receipt. This does not affect your statutory rights if the products are faulty or not as described.
To exercise your right to cancel and return eligible products, please email us at hello@cannaray.com, clearly stating that you wish to return your items. Please provide your name, home address, details of the order and, where available, your telephone number and email address, and our customer services team will provide return instructions.
The products must be returned to us within 14 days of notifying us of your intention to return, in a new and unused condition and, wherever possible, in the original packaging. The date of return is the date on which you send the products back to us.
Where you are exercising your right to cancel because you have changed your mind, the products must be returned at your cost.
We will refund you the price for the products, including original delivery costs, by the method you used for payment. If the method you used for payment has expired in the intervening period, you will be required to update us with a new payment method before we can refund you. In the absence of such updated details, we may refund you by electronic transfer.
We may make a deduction from any refund due to you for any loss in value of the products, if the loss has been caused by unnecessary handling by you.
We will refund you no later than 14 days after the day on which you exercised your right to end the contract.
Products Not Eligible for Return
Please note that blood tests, GLP-1 medication, testosterone replacement therapy (TRT) prescriptions, and any other prescription medicines or prescription health products are not eligible for return or refund once purchased. This is due to strict regulatory, safety and hygiene requirements.
This does not affect your statutory rights in respect of products that are faulty, damaged or not as described.
Ending the Contract Because of Something We Have Done
You may end the contract immediately and receive a full refund if:
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we have notified you of an upcoming change to the products or these terms which you do not agree to;
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we have notified you of an error in the price or description of the products you have ordered and you do not wish to proceed;
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there is a risk that supply of the products may be significantly delayed because of events outside our control;
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we have suspended supply of the products for technical reasons, or notified you that we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or
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you have a legal right to end the contract because of something we have done wrong.
To end the contract for this reason, please contact us at hello@cannaray.com. Please provide your name, home address, details of the order and, where available, your telephone number and email address, and our customer services team will respond with return instructions.
Your contract will end immediately and we will refund you in full for any products which have not been provided, or which have not been provided properly.
We will refund you the price for the products, including original delivery costs and the costs of return, by the method you used for payment as soon as reasonably practicable. If the method you used for payment has expired in the intervening period, you will be required to provide us with an updated payment method before we can process your refund. In the absence of such updated details, we may refund you by electronic transfer.