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Return an item for a refund

If your item arrives damaged or faulty, you can return it for a refund. If you’ve changed your mind and want to send it back, you can ask the seller if they’ll accept a return.

If the item you received doesn’t match the description in the original listing, or if it arrived faulty or damaged, you’re covered under the 118 Money Back Guarantee. In most circumstances you can return it even if the seller’s returns policy says they don’t accept returns.

If you no longer want an item, you’ll be able to see in the listing if the seller offers returns, how long you have to request a return, and any other conditions. You can check the listing by selecting the item in your Orders.

Start a return

To start a return, select the item you want to send back from your recent purchases above, or follow the steps below:

  1. Find the item in your Orders and select Request refund.
  2. Select the items within the order you would like to return
  3. Select your reason for the return.
  4. Select if you would like a refund or replacement
  5. Select Send.

Once you start a return, the seller has 8 calendar days to resolve your issue. If your problem isn’t solved at the end of those 8 calendar days, you can ask us to step in and help.

Send the item back

When the seller accepts your return, you’ll receive an email. You’ll need to the items back within 14 days, using tracked postage. Adding tracking details to your return helps protect against delays or issues in the refund process. Who covers the postage costs depends on why you’re returning it.

When you’re sending the item back, repack it carefully, and keep in mind that the condition you send the item back to the seller is important.

Get your refund

Once the seller receives the item back from you, or once they’ve agreed to refund you and let you keep the item, we will refund you the amount agreed and deduct the amount from the sellers 118CBD Account Balance. You’ll receive an email letting you know.

It usually takes 3 to 5 business days for refund to go through. If you paid with a credit card, it may take up to 30 days to process, depending on your card provider.

You can check on your refund in your Return requests.

Get help from 118CBD

Most of the time if you have an issue with a purchase, the seller will be able to solve it for you. However, if after 8 calendar days the seller hasn’t been able to resolve your problem, we’re always ready to step in and help. Once the 8 calendar days has passed, you can ask us to step in and help within 21 business days of opening the request.

Learn more about asking 118CBD for help.

Misuse of returns or the 118CBD Money Back Guarantee

The 118CBD Money Back Guarantee is designed to protect both buyers and sellers. If we decide that a member is misusing returns on 118CBD, or the 118CBD Money Back Guarantee, they may be subject to a range of actions, including limits on buying and selling privileges and account suspension. Examples of misuse include:

  • Selecting an inaccurate reason for return
  • Disregarding item conditions required for return
  • Requesting an excessive amount of returns

You can find more information about our returns policies by referring to our 118CBD Money Back Guarantee policy.

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