Refund and Returns Policy
At Whole Melt Extracts, we want every order to arrive correctly and in the condition expected. If there is a problem with your order, please contact our customer support team so we can review the issue and determine the appropriate resolution.
This Refund and Returns Policy explains when returns, replacements, cancellations, and refunds may be available for purchases made through our website.
Returns
Due to the nature of the products we sell, we generally cannot accept returns of products that have been opened, used, consumed, altered, or removed from their original sealed packaging.
To be considered for a return, an item must generally be:
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Unused and unopened
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In its original packaging
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In the same condition in which it was received
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Accompanied by proof of purchase or the applicable order number
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Eligible for return under this policy
Please contact us before sending any product back.
Returns sent without prior authorization may not be accepted or processed.
Damaged Products
If your order arrives damaged, contact our customer support team as soon as possible after delivery.
To help us review the issue, we may ask you to provide:
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Your order number
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Photographs of the damaged product
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Photographs of the original packaging
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Photographs of the shipping package
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A brief description of the problem
Please keep the product and all original packaging while your claim is being reviewed.
If we confirm that an eligible product arrived damaged, we may provide an appropriate resolution, which may include a replacement, store credit, or refund depending on the circumstances.
Defective Products
If you believe you received a defective product, contact us with your order information and a description of the issue.
For disposable devices or other hardware products, we may request photographs, video, product identifiers, packaging information, or basic troubleshooting information to help determine the nature of the problem.
Do not discard the product or its original packaging before contacting us.
If the product is confirmed to be eligible under our policy, we will advise you of the available resolution.
Incorrect Items
If you receive a product different from the item shown on your confirmed order, please contact us promptly.
Provide your order number and clear photographs showing the product you received.
Once the error has been confirmed, we will work with you to arrange an appropriate replacement or other resolution.
Please do not open or use an incorrectly shipped product if you intend to request a return or replacement.
Missing Items
If an item is missing from your delivered order, contact our customer support team with:
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Your order number
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The items received
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The item you believe is missing
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Photographs of the package and its contents where requested
We will review the order and available fulfillment information before determining the appropriate resolution.
Products That Cannot Be Returned
Unless required otherwise by applicable law, we generally cannot accept returns or issue refunds for:
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Products that have been used or consumed
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Opened products
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Products with broken or removed seals
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Products removed from their original packaging
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Products damaged after delivery through improper handling
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Products damaged through improper storage
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Products modified or altered by the customer
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Products returned without authorization
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Items for which sufficient proof of purchase cannot be provided
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Products that cannot reasonably be verified as originating from our store
This policy helps protect product integrity and prevents opened or altered products from being returned to inventory.
Change-of-Mind Returns
Because of the nature of our products, we generally do not accept returns simply because a customer changes their mind after an eligible product has been opened or used.
If the product remains completely unopened, unused, and in its original sealed condition, contact us to determine whether a return is available.
Do not ship the item back until you receive return instructions from our customer support team.
Refunds
Once an eligible return or refund request has been reviewed and approved, we will notify you of the decision.
Approved refunds will generally be issued through the applicable available refund method associated with the transaction.
Processing times after a refund has been issued may vary depending on the payment provider or financial institution involved.
Shipping charges and other transaction-related costs may be non-refundable except where the refund results from an error on our part or where otherwise required by applicable law.
Replacements
In some situations, a replacement may be more appropriate than a refund.
Replacement requests may be considered for confirmed issues involving:
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Products damaged during delivery
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Incorrect products
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Missing products
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Eligible defective products
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Other verified fulfillment errors
Replacement availability may depend on current inventory.
If the original product is unavailable, we will discuss the available alternatives with you.
Order Cancellations
If you need to cancel an order, contact us as soon as possible.
We can only guarantee a cancellation when the order has not yet entered processing or shipment.
Once an order has been processed, packed, transferred for shipment, or shipped, cancellation may no longer be possible.
Submitting a cancellation request does not automatically mean that the order has been canceled. You should wait for confirmation from our customer support team.
Changing an Order
If you need to change a product, quantity, shipping information, or another part of your order, contact us immediately.
We will attempt to accommodate changes when possible.
However, once an order has entered fulfillment or shipment, we may be unable to modify it.
Customers are responsible for reviewing their order and shipping information carefully before completing checkout.
Shipping Address Problems
Customers are responsible for providing complete and accurate shipping information at checkout.
If you notice an error in your address, contact us immediately.
We will attempt to correct the information if the order has not yet been processed or transferred to the shipping provider.
Once a package has shipped, address changes may not be possible.
Refunds or replacements may not be available for orders that cannot be delivered because the customer provided an incorrect or incomplete address, except where otherwise required by applicable law.
Packages Marked as Delivered
If tracking information shows that your package was delivered but you cannot locate it, first:
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Check the delivery location carefully.
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Ask other members of your household whether they received it.
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Check with neighbors or building management where appropriate.
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Review the tracking information for delivery details.
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Contact the shipping carrier when appropriate.
You may then contact our support team if additional assistance is required.
A carrier’s delivered status does not automatically determine the outcome of every claim. We will review available order and shipping information when appropriate.
Lost Packages
If tracking indicates that a shipment may have been lost in transit, contact our customer support team.
We may need to investigate the shipment with the applicable shipping provider before approving a replacement or refund.
Please allow reasonable time for carrier investigations when required.
If the shipment is confirmed as lost and the order qualifies under our policy, we will provide an appropriate resolution.
Delayed Shipments
Estimated delivery dates are estimates and may be affected by carrier delays, weather, operational disruptions, holidays, or other circumstances outside our direct control.
A delayed package is not automatically considered lost.
If a shipment experiences an unusual delay, contact us and we will assist with reviewing the available tracking information.
Refused and Undeliverable Packages
Packages may occasionally be returned because they were refused, could not be delivered, contained incomplete shipping information, or were not collected when required.
If a package is returned to us, we will review the circumstances and contact you regarding the available options.
Additional shipping charges may apply when redelivery is requested due to an incorrect address, refusal, or another circumstance attributable to the recipient.
Return Shipping
If we authorize a return, we will provide instructions regarding where and how the product should be returned.
Responsibility for return shipping costs depends on the reason for the return.
When a return results from an error on our part—such as an incorrect eligible product being shipped—we may cover reasonable authorized return shipping costs.
For other approved returns, the customer may be responsible for return shipping.
Do not send a return to an address found elsewhere without first receiving instructions from us.
Product Verification Concerns
If your concern relates to product authenticity, please contact us before opening, using, or disposing of the product.
Keep:
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The original product
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All packaging
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Product identifiers
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Verification information
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Your order confirmation
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Relevant photographs
Our customer support team can review the information and assist with the verification process.
Products purchased through our store are represented as 100% authentic, and we provide dedicated product-verification support when customers have questions.
Chargebacks and Payment Disputes
If you believe there is a problem with an order or transaction, we encourage you to contact our customer support team first so that we have an opportunity to investigate and resolve the issue.
Nothing in this policy limits any rights you may have under applicable consumer-protection or payment laws.
Abuse of the Refund Policy
We reserve the right, to the extent permitted by applicable law, to refuse requests that involve suspected fraud, altered products, falsified evidence, repeated policy abuse, or other attempts to misuse our refund and return procedures.
Each request may be reviewed individually based on the available information.
Your Legal Rights
This Refund and Returns Policy is intended to explain our standard store procedures.
Nothing in this policy is intended to exclude, restrict, or override consumer rights that cannot legally be waived under applicable law.
Where applicable law provides rights or remedies beyond this policy, those legal requirements will apply.
Contact Us
If you have a problem with an order or would like to request a return, refund, replacement, or cancellation, contact our customer support team before taking further action.
Please include your order number and a clear explanation of the issue so we can assist you efficiently.
Whole Melt Extracts
Website: buywholemeltextracts.com
Email: sales@buywholemeltextracts.com
Our customer support team is available 24/7 to assist with order-related questions.