Refunds and Returns
Edibles are a sealed consumable, so returns work differently here than they would for a jacket. This page sets out exactly what we will replace or refund, what we cannot take back, and how long each step takes.
On this page
- The short version
- What we cover
- What we cannot take back
- How to start a claim
- Timings
- How refunds are paid
- Missing or late parcels
- Common questions
The short version
If we sent the wrong item, or it arrived damaged, or the pouch seal failed, tell us within 7 days of delivery with a photo and we will replace it or refund it. If you simply changed your mind about a sealed consumable you have eaten or opened, we cannot take it back, and no honest edibles seller can.
What we cover
Four situations, all of them our problem rather than yours.
- Wrong product. The flavour, strength or quantity does not match what you ordered.
- Damaged in transit. Crushed, split or leaking packaging on arrival.
- Seal failure. The pouch arrived already open or the factory seal was not intact.
- Short delivery. Fewer pouches in the box than the order confirmed.
In all four cases you get the choice: a replacement sent out, or a refund to the original payment method.
What we cannot take back
We cannot accept a return of an opened or partly eaten pouch. That is a food safety line, not a commercial one, and it applies to every edibles seller operating properly.
We also cannot refund because the effect was stronger or weaker than you expected. Tolerance varies enormously between people and the same pouch genuinely feels different depending on what you have eaten that day. That is why every product page carries the strength, the piece count and the portioning advice, and why our dosing guide exists. Read those before ordering rather than after.
Melted gummies caused by leaving a parcel in direct sun after delivery are not covered either, though we will always talk it through. Our storage guide explains how to avoid it.
How to start a claim
Email Sales@fadedfruit.com with three things: your order number, a one line description of the problem, and a photo showing it. The photo matters. It is what lets us approve most claims the same day instead of asking you a chain of questions.
Do not throw away the packaging until the claim is settled, and do not send anything back before we ask you to. Unrequested returns are hard to trace to an order.
Timings
| Step | How long |
|---|---|
| Report the problem | Within 7 days of delivery |
| We respond | Usually within one working day |
| Replacement dispatched | Next dispatch run after approval |
| Refund issued by us | Within 3 working days of approval |
| Refund appears on your statement | Typically 5 to 10 working days after that, set by your bank |
How refunds are paid
Refunds go back to the method you paid with. We cannot redirect a refund to a different card or account, which is a fraud control rather than an inconvenience we invented. Once we have issued it, the remaining delay is on your bank’s side and we have no way to speed it up.
Missing or late parcels
If tracking has not moved for several days, contact us before assuming the parcel is lost. Most stalled parcels are scanning delays rather than losses. If a parcel is genuinely lost in transit we will replace or refund it once the carrier confirms, and we handle that conversation with the carrier so you do not have to. Delivery timings themselves are covered on the shipping page.
Common questions
Can I return a pouch I opened and did not like?
No. Once a food seal is broken it cannot be resold or accepted back. Buy a single pouch first if you are unsure about a flavour, rather than a box.
What if only one pouch in a box is damaged?
Send a photo of that pouch and we replace or refund that pouch. You do not have to return the whole box.
Do I pay return postage?
Not when the fault is ours. If we ask for something to come back, we cover it.
How long do I have to report a problem?
Seven days from delivery. Beyond that we cannot reasonably tell whether damage happened in transit or afterwards.
Can I cancel an order before it ships?
Yes, if you catch it before dispatch. Email us with the order number straight away and we will stop it if it has not already gone out.
Why refunds and returns work differently here
Edibles are a sealed consumable, and that single fact drives the whole policy. Once a food seal is broken we cannot verify what happened to the product, cannot resell it, and cannot responsibly put it back into circulation. That is why the rules above turn on the condition of the seal rather than on whether you changed your mind.
It is worth knowing that this is the ordinary position for consumables rather than something unusual to us. The Federal Trade Commission guidance on shopping online sets out what a seller has to disclose and what your general rights are, and sealed food and health products are commonly excluded from change of mind returns.
Two things make a claim straightforward. Photograph the pouch and its seal before you do anything else, and contact us within the window above rather than after it. Nearly every claim we cannot resolve is one where the evidence was gone by the time we heard about it.
If the issue is that a parcel has not arrived at all rather than that a product is faulty, start with the order tracking page, then read the missing parcels section above. Dispatch timings and what the parcel looks like are on the shipping and delivery page, and you can reach us any working day through the contact page.