Last updated: October 2026
Our promise
Every batch is vacuum-sealed and sterilized, and every order is checked before it leaves us. If something is not right with your order, we will put it right.
Damaged, faulty or wrong items
If your order arrives damaged, faulty or incorrect, contact us as soon as possible, ideally within 48 hours of delivery. Please include:
- Your order number
- A short description of the problem
- Photos of the product and the packaging
Once we have reviewed it, we will send a replacement or issue a refund, whichever you prefer.
Your 14-day right of withdrawal
If you are a consumer in the EU, you can cancel your order within 14 days of receiving it, without giving a reason.
Because our kratom is vacuum-sealed and sterilized for hygiene and product integrity, this only applies to unopened pouches with the seal intact. Opened pouches cannot be returned unless they are faulty.
To cancel, email us within the 14 days with your order number. You then have another 14 days to send the unopened pouches back. Return shipping costs are paid by you.
How refunds are paid
We refund you within 14 days of receiving your return, including the original standard shipping cost. Refunds go back to the payment method you used at checkout.
Orders that never arrive
If your order is lost in transit or returned to us by the courier, contact us and we will either resend it or refund it in full.