Our commitment: If your order arrives damaged, faulty, or incorrect, we will resolve it promptly. Contact us within 48 hours of delivery at [email protected] with your order number and a photo of the issue.
1. Returns at a Glance
| Situation | Eligible? |
|---|---|
| Item arrived damaged | ✅ Yes — full refund or replacement |
| Item is faulty or defective | ✅ Yes — full refund or replacement |
| Wrong item received | ✅ Yes — correct item sent or full refund |
| Order not received (confirmed lost) | ✅ Yes — full refund or reship |
| Change of mind after dispatch | ❌ No — consumable products cannot be returned |
| Opened or partially consumed product | ❌ No — hygiene and safety grounds |
| Incorrect address provided by customer | ❌ No — customer responsibility |
| Order refused at age verification | ✅ Yes — full refund issued automatically |
2. Damaged or Faulty Items
If your order arrives damaged or a product is defective on first use, contact us within 48 hours of delivery with:
- Your order number
- A clear photo or short video showing the damage or fault
- A brief description of the issue
We will assess your submission and, where valid, offer either a full refund to your original payment method or a free replacement — your choice.
3. Wrong Item Received
If you receive a product different from what you ordered, contact us within 48 hours with your order number and a photo of the item received. We will arrange for the correct item to be dispatched or issue a full refund.
4. Non-Delivery
All orders include Royal Mail tracking. If your tracking shows no movement for more than 5 working days after dispatch, or your order is marked delivered but has not arrived, contact us with your order number. We will investigate with the carrier and, where the order is confirmed lost, issue a full refund or reship at no charge.
5. Change of Mind
Due to the consumable and perishable nature of cannabis edible products, we are unable to accept returns or issue refunds for change-of-mind purchases once an order has been dispatched. We encourage all customers to review product descriptions, effect profiles, and dosage information carefully before purchasing. Our product guides are available to help you choose the right product.
6. How to Request a Return or Refund
- Email [email protected] with your order number, a description of the issue, and supporting photos
- Our team will respond within 1–2 working days
- If approved, refunds are processed within 3–5 working days to your original payment method
- Replacement orders are dispatched within 1–2 working days of approval
7. Refund Timeframes
- Credit/debit card refunds: 3–5 working days after approval
- Bank transfer refunds: 2–3 working days after approval
- Processing times may vary depending on your bank or card provider
8. Age Verification Refusals
Kiva Confections UK reserves the right to cancel any order where age verification cannot be confirmed. In such cases, a full refund will be issued automatically to the original payment method within 3–5 working days.
9. Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.
Returns Contact
Email: [email protected]
Address: [167c Stroud Green Rd, Finsbury Park, London N4 3PZ], United Kingdom
Response time: 1–2 working days
Hours: Monday – Friday, 9 AM – 5 PM GMT