Refund & Returns Policy
1. General Information
At AustroCannabis.at, your satisfaction is our top priority.
We stand behind the quality of our products and aim to ensure a smooth and fair return process.
This policy outlines your rights and our procedures for returns, refunds, and exchanges in accordance with EU consumer protection laws.
2. Right of Withdrawal (EU Customers)
If you are a customer within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order — without giving any reason.
To exercise this right, you must inform us in writing (e.g., by email) within the 14-day period.
Contact for returns:
Email: sales@austrocannabis.at
Important:
The withdrawal period is 14 calendar days from the date you (or a third party named by you) received the goods.
3. Conditions for Returns
To qualify for a return, items must meet the following conditions:
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The product must be unused, unopened, and in its original packaging.
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Items that have been opened, used, or tampered with for hygiene or safety reasons cannot be returned.
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You must include the order confirmation or invoice with the return.
Excluded items:
For health and safety reasons, we cannot accept returns of opened products, consumables, or personalized items (e.g., customized packaging or labeling).
4. Return Process
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Contact our support team at sales@austrocannabis.at with your order number and reason for return.
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We will confirm eligibility and provide you with the return address and instructions.
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Ship the item(s) back within 14 days of notifying us.
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Once received and inspected, we’ll process your refund or exchange.
Return shipping costs are the responsibility of the customer, except in cases of defective or incorrect products.
5. Refunds
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Approved refunds are issued to your original payment method within 7–14 business days after receiving and verifying your return.
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Shipping fees are non-refundable unless the return is due to an error on our part.
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You will receive a confirmation email once your refund is processed.
6. Damaged or Incorrect Items
If your order arrives damaged, incomplete, or incorrect, please contact us within 7 days of delivery at sales@austrocannabis.at.
We will arrange a replacement or full refund at no extra cost.
Please include:
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A photo of the damaged or incorrect item(s)
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Your order number and date of purchase
7. Late or Missing Refunds
If you haven’t received a refund after the expected timeframe:
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Check your bank or credit card account again.
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Contact your payment provider — some processing delays may occur.
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If the issue persists, reach out to us at sales@austrocannabis.at.
8. Policy Updates
AustroCannabis.at reserves the right to amend this policy as needed to reflect operational or legal changes. Updates will be posted on this page immediately upon implementation.