Returns, Refunds & Order Problems

1. Pre-launch status

The intended baseline is a 30-day request window for eligible unopened goods and a prompt-report process for damage, wrong items, contamination concerns, or shortages. The exact support channel, return address, carrier workflow, and refund timing remain launch blockers.

2. Eligible change-of-mind returns

Subject to the final product page and applicable law, a shelf-stable item may be eligible when the request is made within 30 days after recorded delivery and the item remains unused, unopened, sealed, undamaged, and in its original packaging with the lot code readable.

Because ingestible and botanical materials can be contaminated or altered after leaving controlled custody, returned consumables will not be restocked for resale unless a documented quality procedure specifically permits it.

3. Items generally not returnable

Unless defective, incorrectly supplied, or required by law, opened consumables, items without intact seals, personalized goods, clearance or final-sale goods, gift cards, and materials damaged by improper customer storage are generally not returnable.

4. Damage, wrong items, and quality concerns

A customer should stop using a product and contact support promptly if it arrived wet, open, tampered, infested, contaminated, materially mislabeled, or different from the ordered item. The customer should preserve the product, packaging, lot code, and photographs until instructed otherwise.

A complaint suggesting illness, injury, allergy, contamination, mislabeling, or adulteration must enter the safety and adverse-event workflow even if a refund is also issued.

5. Refund method and deductions

Approved refunds should return to the original payment method. Original and return shipping may be nonrefundable for a change-of-mind return but should be refunded when Lot & Leaf sent a wrong, defective, or damaged product, subject to law and the facts.

No restocking fee, refund timing, or deduction will be used unless clearly disclosed before purchase and permitted by law. Bank posting time is outside Lot & Leaf’s control after the refund is submitted.

6. Consumer rights and chargebacks

This policy does not limit non-waivable rights for defective, misdescribed, unsafe, or undelivered goods. Customers are encouraged to contact support for a prompt investigation before filing a payment dispute, but nothing here unlawfully restricts chargeback or statutory rights.