Free UK Delivery Over £30

CBD Calm offers free delivery on all UK orders over £30. Orders placed before the daily cut-off time are dispatched the same working day (Monday to Friday, excluding bank holidays).

Standard Delivery (UK)

Orders under £30 are subject to a standard delivery charge. Delivery is typically via Royal Mail or a tracked courier service, with arrival expected within 2–5 working days depending on the service selected at checkout.

Express/Next Day Delivery A next day or express delivery option is available at checkout for customers who need their order more quickly.

International Delivery CBD Calm may ship to some international destinations. Availability and costs will be shown at checkout based on the delivery address provided.

Tracking Orders sent via a tracked service will receive a tracking number by email once dispatched, allowing customers to follow the progress of their delivery.

Lost or Delayed Orders If an order has not arrived within the expected timeframe, customers are advised to contact CBD Calm's customer service team via the Contact Us page for assistance.

Your Right to Return

Under the Consumer Contracts Regulations 2013, you have the right to change your mind. If you'd like to return any item(s), please get in touch with us as soon as possible.
To qualify for a return, all item(s) must be sent back to us in a completely unused state, with all original packaging intact and unsealed, within 14 days of receipt. Upon receiving your return, we will process either a full refund or an exchange, depending on your preference.
Please be aware that return postage costs are the responsibility of the customer. We also advise that goods remain your responsibility during transit, so we strongly suggest using a tracked and insured delivery service to protect yourself in the event of loss or damage.

Prefilled Vapes
Due to the nature of prefilled vapes, these products are sold ready to use in sealed packaging and do not carry a warranty. If you suspect your prefilled vape is defective, it must be returned to us within 7 working days of the dispatch date. Each device will be examined to check for signs of prior use and to identify any defects. Returns or requests for refunds and exchanges will not be accepted beyond this 7-day window.

Limitations on Refunds & Replacements
Please note that the following situations will invalidate any warranty or guarantee claim: the warranty period has expired; the product has been damaged through misuse or excessive force; the device has been tampered with, modified or disassembled without authorisation; or the damage has resulted from an accident or other unforeseeable event.

E-Liquid

As e-liquids are a consumable product with a limited shelf life, we are unable to accept returns on any bottles that have been opened or where the seal has been broken.
A full refund will only be considered where both of the following apply: the product remains completely sealed and unopened, and the return request is submitted within 14 days of the original order date.

Alternatively, if your order is yet to leave our warehouse, you may request a cancellation. All orders are processed at 3pm, so cancellation requests must reach us before 2pm, Monday to Friday. Orders placed between Friday at 4pm and Monday at 2pm may also be cancelled before dispatch. We do not process orders on Bank Holidays, so any cancellation requests during these periods must be submitted before 2pm on the following working day.

Faulty E-Liquids

If you discover a problem with your e-liquid, please return it to us within 14 days of your order date. Our team will carry out an internal assessment to identify the fault. If no issue is found, the product can be returned to you at your own cost, or disposed of without a refund being issued. Where a fault is confirmed, you will be offered the choice of a full refund or a replacement of the same value.

E-Liquids Damaged in Transit

If your e-liquid arrives damaged — for example, if a bottle has leaked or arrived empty as a result of handling by our courier — please notify us within 14 days of your order date and we will look into this for you.

Returns Based on Flavour Preference

We appreciate that taste is highly personal, and what works for one person may not work for another. For this reason, we are unable to offer refunds where the reason for return is simply a dislike of the flavour. Unopened and unused e-liquids may be returned within 14 days of purchase for a refund. Requests received outside of this period cannot be processed.
For any returns-related questions, please email us at [email protected] with a brief description of your query, and we'll get back to you promptly. You can also reach our team by phone on 0161 660 9952.
Return Address
Factra LTD 25 Dolphin St, Ardwick, Manchester M12 6BG