Return and Exchange Policy

Right of Withdrawal (Consumer Law)

As a consumer, you have the right to withdraw from your purchase without justification, in accordance with current consumer protection legislation.

Time Limit

• 14 calendar days from the receipt of the product
• The period begins on the day you physically receive the order
• You have 14 additional days to return the product from the moment you notify us of your withdrawal

Product Requirements

To exercise the right of withdrawal, the product must:

• ✅ Be unused and in perfect condition
• ✅ Retain the original packaging intact
• ✅ Include all original tags and seals
• ✅ Be complete (accessories, instructions, warranty)
• ✅ Show no signs of use, wear, or damage

Products Excluded from Return

For hygiene and health reasons, returns are not accepted for:

• ❌ Personal mouthpieces (direct contact with mouth)
• ❌ Open or used silicone hoses

❌ Products with broken hygiene seals

• ❌ Open or used coals
• ❌ Custom or made-to-order products
• ❌ Discounted or clearance products (as indicated)

Exception: If the product arrives defective or does not match the order, the return will be accepted regardless of the type of product.

How to Initiate a Return

Step 1: Notification

Contact us within 14 days:

• Email: info@cannasweet.es
• Subject: “Return Request – Order ##12345”
• Required Information:
  • Order number
  • Product(s) to return
  • Reason for return (optional but helpful)
  • Name and original shipping address

Step 2: Confirmation

You will receive within 24-48 business hours:

• Return acceptance confirmation
• Shipping instructions
• Return address
• RMA number (Return Merchandise Authorization) if applicable

Step 3: Package Preparation

• Pack the product in its original box
• Include all accessories and documentation
• Secure the package well to avoid damage in transit
• do not tape directly on the original product box

Step 4: Shipping

• The cost of return shipping is the customer’s responsibility
• Use a shipping method with tracking
• Keep the shipping receipt until you receive confirmation
• Estimated receipt time: 5-10 business days

Step 5: Inspection

Once we receive the product:

• We will inspect its condition within 24-48 hours
• We will notify you if the return is accepted or rejected
• If it is rejected (used/damaged product), we will return it at your expense

Step 6: Refund

If the return is accepted:

• Refund within 14 calendar days from receipt
• Same payment method used for the purchase
• We do not refund original shipping costs (except for defective products)

Product Exchanges

Exchange for Different Size/Color/Model

We do not make direct exchanges. The process is:

1. Return the original product (following the return process)
2. Wait for the refund
3. Place a new order for the desired product

Advantage: Avoid running out of stock if the new model sells out.

Exchange for Defective Product

If you receive a defective or incorrect product:

1. Contact us immediately (within 48 hours of receipt)
2. Send photographs of the defect/error
3. We will send you a replacement at no additional cost as soon as possible
4. We will provide a prepaid return label or refund the shipping cost after receiving the product

Defective or Incorrect Products

Factory Defective Product

If the product has a manufacturing defect:

• Time Limit: Notify within 48 hours from receipt
• Process:
  1. Send photographs of the defect
  2. Do not use the product (may void the warranty)
  3. We will send you a replacement (usually within 15-