Refund and Returns Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

Customer provides return shipping.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

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

Please do not send your purchase back to the manufacturer.

Our Return Process

1. To open a return, please use our email info@kannativa.com
2. We will then review your return request for approval and send you instructions for return.
3. Once the returned item(s) has been received, our team will process the return and provide a resolution. Please allow up to 5 working days for the return to be processed.

Warranty

Your warranty does not cover faults caused by accident or misuse.

If there is any visible outer damage or signs of misuse, then your warranty will be voided for these products.

Changed Your Mind?

All orders can be returned to us within 30 days of purchase.

If you change your mind and wish to return the goods you purchased, you can return them within 30 days from the date of purchase. In this instance, the returned products should be sealed in their original packaging and unopened.  If you are returning an item over the value of $70, we recommend that you use a trackable shipping service or purchase shipping insurance. We cannot provide a guarantee that we will receive your returned item.

We cannot accept e-liquids once their seals have been opened.

Missing Items

Should you notice missing items from your order, we would highly recommend checking the full order once again and to inspect all corners of the box and packaging material used. Missing items are often found within the original package.

We must be notified within 3 days of receipt regarding any order errors or shortages.

In the event that you do confirm missing items from your order, a full internal investigation will need to be raised from our side. This includes checking all warehouse evidence records and raising a dispute with the delivery courier. We must allow up to 5 working days for this investigation to conclude before any replacement items can be dispatched.

Faulty or Damaged Items

In the event that you have received items that have been damaged in transit, please inform us as soon as possible. We will advise you of the next steps, as your goods may be eligible for replacement or refund.

Damaged and faulty items must be returned to us for inspection by our technical team.

If the returned item is not in its original condition, we reserve the right to refuse the return or to provide a partial refund based on our assessment. 

Should there be signs of cosmetic or accidental damage, then we may refuse the return and send the item back to you.

The buyer is responsible for any damages incurred during transit due to inappropriate packaging. We would advise taking photographs prior to sending the return.

We do not accept returns for clearance products and our warranty does not apply to these items. 

Where appropriate, we will attempt repairs to faulty products which can then be re-sent. If repair is not possible, we will provide a replacement or refund.

It may take up to 7 days to inspect the product and come to a resolution.

Should the product be deemed non-faulty after testing, we reserve the right to re-send the product in its original condition.

We strongly recommend checking products that have been deemed faulty by a third party customer before returning them to us.

Should you have doubts regarding an item that has been returned to you from your customer, you are at liberty to refuse the refund or exchange until the product has been carefully inspected. The customer should be made aware of this process, so that we have ample time to carry out the investigation on your behalf.

Refunding Payments

In cases where we need to process a refund for a faulty, returned, or missing item, we can refund the amount to your original payment card.

Need help?

Contact us at info@kannactiva.com for any questions.