Refund and Return Policy – The French Hemp Empire
Last updated: May 2026
At The French Hemp Empire, customer satisfaction is our priority. We make every effort to offer you premium quality hemp and cannabinoid products, carefully selected and tested.
The purpose of this refunds and returns policy is to clearly inform you of the conditions applicable to your orders, in accordance with current French and European legislation.
1. Right of withdrawal
In accordance with the provisions of the Consumer Code, any individual customer has a period of 14 calendar days from the receipt of their order to exercise their right of withdrawal without having to justify a reason.
To exercise this right, you must notify us of your decision in writing via:
- Email;
- Postal mail;
- Contact form available on our website.
The deadline is considered met if your request is submitted before the expiry of the 14-day period.
2. Products excluded from the right of withdrawal
For reasons of hygiene, food safety and consumer protection, some products cannot be returned once they have been opened or unsealed after delivery.
Specifically excluded from the right of withdrawal are:
- Hemp flowers;
- Hemp resins and hash;
- CBD oils or other cannabinoids;
- Food products or food supplements;
- Infusions and herbal teas;
- Opened cosmetic products;
- Opened cartridges and spray bottles;
- Any product whose security seal has been removed.
No refunds will be given on these products once they have been opened, used or altered after receipt.
3. Conditions for accepting returns
To be eligible for a return, the product must:
- To be in its original state;
- Not to have been used;
- To be returned in its original packaging;
- To be accompanied by all its possible accessories;
- To be returned within the specified timeframe.
Any product that is damaged, incomplete, used or shows signs of having been opened may be refused.
4. Return Procedure
Before returning any item, the customer must contact our customer service department to obtain the necessary instructions.
The application must specify:
- First and last name ;
- Order number;
- Date of purchase;
- Product concerned;
- Reason for return.
Any return made without prior agreement may be refused.
The package must be shipped to the address provided by our customer service.
5. Return costs
Unless the error is ours or the product is defective, return shipping costs are the responsibility of the customer.
We recommend using a tracked delivery service.
The French Hemp Empire cannot be held responsible for packages lost or damaged during their return transport.
6. Damaged or defective products
We invite you to check your order upon receipt.
If a product is:
- Broken ;
- Defective;
- Damaged during transport;
- Not as ordered;
You must contact us within a maximum of 48 hours after receipt.
To facilitate the processing of your application, we may ask you for:
- Photographs of the product;
- Photographs of the packaging;
- A detailed description of the problem observed.
After verification, we will be able to offer:
- A product replacement;
- An asset;
- A full or partial refund depending on the situation.
7. Order error
If you receive a product different from the one ordered, please contact our customer service as soon as possible.
After confirming the error, we will organize the most appropriate solution:
- Reshipment of the correct product;
- Exchange ;
- Refund.
In this case, the return shipping costs will be covered by The French Hemp Empire.
8. Refunds
Once we have received and inspected your return, we will inform you whether your request has been accepted or rejected.
If your refund is approved, it will be issued via the same payment method used for the purchase.
The refund will generally be processed within 5 to 14 working days, depending on the processing times of your financial institution.
Initial delivery charges can only be refunded when required by law or when an error is attributable to The French Hemp Empire.
9. Refused or unclaimed orders
When a package is:
- Refused upon delivery;
- Not collected from collection point;
- Returned to sender due to incomplete or incorrect address provided by the customer;
The transportation costs incurred may be deducted from the refund.
Any refund will only be issued after the returned package has been received at our premises.
10. Lost packages
If the loss is confirmed by the carrier, an investigation will be opened.
A suitable solution will be proposed after the application has been approved
- New expedition;
- To have ;
- Refund.
Investigation times depend on the carrier involved.
11. Products on sale
Items purchased as part of:
- Promotional operations;
- From private sales;
- Clearance sales;
- Exceptional offers;
may be subject to specific conditions which will be detailed at the time of ordering.
Unless otherwise stated, the consumer's statutory rights remain applicable.
12. Customer Responsibility
The customer is responsible for the proper storage of the products after receipt.
No refunds or exchanges will be given for:
- Misuse;
- Inadequate storage;
- Deliberate or accidental damage;
- Use contrary to the recommendations on the packaging.
13. Contact
For any questions regarding this refund and return policy, our customer service remains at your disposal.
We are committed to handling each request with seriousness, transparency and in compliance with the regulations applicable to hemp-based products marketed in France and Europe.
