Refund policy

RETURNS & REFUNDS POLICY – CANNA TRADERS EU

 

Effective Date: 01/05/2021

This Returns & Refunds Policy applies to all purchases made from Canna Traders EU and forms an integral part of our Terms and Conditions and Delivery Policy.

By placing an order, the Buyer acknowledges and accepts this policy in full.

 

1. B2B Sales Only

Canna Traders EU operates exclusively on a business-to-business (B2B) basis.

We do not sell to private consumers.

Accordingly, any statutory consumer withdrawal, cancellation, or cooling-off rights do not apply.

 

2. All Sales Are Final

All sales are final.

Once an order has been placed, accepted, invoiced, processed, or dispatched, the Buyer has no automatic right to cancel, return, exchange, or obtain a refund.

Canna Traders EU does not accept returns or refunds unless explicitly approved by us in writing.

 

3. No Returns After Dispatch

Once Products have been dispatched, handed over to the carrier, or released from our warehouse or fulfillment partner, Canna Traders EU does not accept returns for any reason related to:

 

  • transit damage

  • package loss

  • package theft

  • delivery delay

  • failed delivery

  • customs hold

  • customs seizure

  • border confiscation

  • destruction by authorities

  • incorrect address details provided by the Buyer

  • rejected shipments

  • return-to-sender events

  • temperature exposure during transit

  • humidity exposure during transit

  • any other post-dispatch shipping or logistics event

 

All such risks pass entirely to the Buyer upon dispatch.

 

4. No Refunds for Shipping or Customs Issues

Canna Traders EU does not provide refunds, credits, replacements, or reshipments for Products that are:

  • lost in transit

  • damaged in transit

  • delayed in transit

  • seized by customs

  • confiscated by authorities

  • rejected at the border

  • destroyed by public authorities

  • returned by the carrier

  • undeliverable due to import restrictions

  • undeliverable due to incorrect Buyer information

 

Once the shipment has been dispatched, all insurance, shipping risk, customs risk, and product risk are solely the Buyer’s responsibility.

 

5. No Refunds for Regulatory or Legal Issues

The Buyer is solely responsible for verifying that the ordered Products may legally be imported, transported, stored, possessed, marketed, resold, or otherwise used in the destination country and intended market.

Canna Traders EU is not responsible for local regulatory interpretation, customs enforcement, product classification, or legal restrictions in the Buyer’s jurisdiction.

Accordingly, no refund, return, replacement, or compensation will be provided due to:

  • local legal restrictions

  • import refusal

  • customs intervention

  • regulatory action

  • product seizure

  • market access limitations

  • resale restrictions

  • authority-led destruction or detention of goods

 

6. No Refunds for Product Changes After Dispatch

Certain hemp-derived Products may be sensitive to temperature, humidity, light exposure, storage conditions, time in transit, and handling.

Canna Traders EU shall not be responsible for any post-dispatch change in:

 

  • appearance

  • texture

  • consistency

  • aroma

  • moisture level

  • terpene profile

  • cannabinoid profile

  • crystal formation

  • softness or firmness

  • malleability

  • visual finish

 

No return, refund, credit, or replacement will be granted for such post-dispatch changes.

 

7. Product Issues on Receipt

If the Buyer believes that a Product materially deviates from the agreed specification at the time of delivery, the Buyer must notify Canna Traders EU in writing:

 

  • immediately upon discovery, and

  • no later than 4 calendar days after receipt

 

The notice must include:

  • order number

  • product name

  • batch details where available

  • a clear description of the issue

  • relevant photos or video evidence

  • photos of the outer packaging and inner packaging where relevant

 

Failure to notify within this period constitutes full acceptance of the Products.

 

8. Inspection Requirement

The Buyer must inspect all Products immediately upon receipt.

If the shipment is accepted without written reservation, the Products are presumed to have been delivered in acceptable condition.

The Buyer must retain:

 

  • the Products

  • original packaging

  • shipping materials

  • labels

  • batch identifiers

  • any relevant delivery documentation

 

until the matter has been reviewed by Canna Traders EU.

Canna Traders EU may reject any claim where inspection materials are not preserved.

 

9. Returns Only by Prior Written Approval

No Product may be returned without prior written approval from Canna Traders EU.

If, in exceptional cases, a return is authorized in writing:

 

  • the Buyer must follow the return instructions provided

  • the Buyer must not ship anything back without written confirmation

  • the Buyer bears all return risk unless otherwise agreed in writing

  • the Buyer is responsible for proper packaging and any required documentation

  • any unauthorized return may be refused, discarded, or stored at the Buyer’s expense

 

A return authorization does not guarantee a refund, replacement, or credit.

 

10. Refunds, Credits, or Replacements at Sole Discretion

If Canna Traders EU determines, in its sole discretion, that a verified issue is directly attributable to a clear internal error existing before dispatch, we may choose to offer one of the following remedies:

 

  • replacement product

  • store credit

  • partial refund

  • full refund


Any such remedy is entirely at the discretion of Canna Traders EU unless mandatory law requires otherwise.

No remedy will be granted where the issue is caused by transport, customs, storage, environmental exposure, Buyer handling, downstream resale activity, or non-compliance in the destination market.

 

11. No Chargeback Acceptance

 

The Buyer agrees not to initiate unjustified chargebacks, payment reversals, or card disputes in relation to Products supplied in accordance with these Terms, the Delivery Policy, and this Returns & Refunds Policy.

Any attempt to recover payment through a chargeback in contradiction with these agreed B2B terms may be treated as a material breach of contract.

Canna Traders EU reserves all rights to contest such claims and recover associated losses, fees, and costs.

 

12. Non-Returnable Product Categories

Without limitation, the following are considered non-returnable unless expressly agreed otherwise in writing:

  • flowers

  • hash

  • concentrates

  • isolates

  • extracts

  • vapes

  • white-label goods

  • custom-packed orders

  • batch-specific Products

  • compliance-sensitive Products

  • Products exposed to post-delivery handling or storage risk

 

13. No Compensation for Indirect Loss

Canna Traders EU is not liable for any indirect, incidental, commercial, or consequential loss connected to any return request, refund request, claim, or rejected complaint, including but not limited to:

 

  • loss of profit

  • lost sales

  • lost customers

  • reputational loss

  • downtime

  • compliance costs

  • disposal costs

  • relabeling costs

  • storage losses

  • downstream claims from the Buyer’s customers

 

14. Policy Consistency

This Returns & Refunds Policy must be read together with our:

 

  • Terms and Conditions

  • Delivery Policy

  • Legal Notice


In the event of overlap, the provisions most protective of Canna Traders EU’s limitation of liability, transfer of risk, and B2B-only structure shall apply to the fullest extent permitted by law.

 

15. Contact

For approved product-quality notifications submitted within the applicable notice period, contact:

Canna Traders EU

Email: hello@cannatraders.eu