Refund policy

Fleur by Fable & Femme — Returns and Refund Policy

Every return is handled discreetly and without judgement.

Part 1: Applies to all orders

Product nature, hygiene and safety

CBD products are consumables. For safety, traceability and regulatory reasons, we can only accept change-of-mind returns of items that are unopened, unused, and in their original sealed packaging, with the batch label intact. Once a seal has been broken, or a product has been opened, tasted, applied, or otherwise used, it cannot be returned for change of mind.

This applies to CBD oils and tinctures, capsules, edibles, topicals (balms, creams, gels), and any other ingestible or consumable CBD product we sell.

Returned items described as unopened may be inspected on receipt. If a returned item shows signs of use, tampering, or a broken safety seal, we may refuse the return and send the item back to you.

This rule covers change-of-mind returns only. It never affects your rights when a product is faulty, mislabelled, or does not match its stated cannabinoid content.

Age restriction

Our CBD products are sold to customers aged 18 and over only. We may ask you to confirm your age before processing a return or refund linked to an order.

Product quality and batch testing

Every batch of Fleur by Fable & Femme is lab-tested, and a Certificate of Analysis (COA) is available on request by quoting the batch number printed on your product. If you believe a product does not match its stated CBD content, contains a THC level above what is stated, or otherwise fails to match its COA, this is treated as a faulty item under the section below, not a change-of-mind return.

How to start a return

Before sending anything back, email us at [email protected] with your order number, the product name, and the reason for the return. We will confirm the return address and next steps. We handle every enquiry discreetly.

Reporting a faulty or non-conforming item

If your item is faulty, damaged in transit, mislabelled, or does not match its COA, email [email protected] with:

  • Your order number
  • The batch number printed on the product
  • A description of the issue
  • Clear photographs (and, where relevant, a short video) showing the problem

Where we cannot verify the issue remotely, we may ask you to return the item for inspection. In that case, we will either provide a prepaid return label or reimburse reasonable return postage on receipt of proof of postage. Faults caused by incorrect storage, use past the best-before date, or use outside the product's intended purpose are not covered.

Exchanges

We offer exchanges on unopened, sealed items only, subject to stock and remaining shelf life. Exchange items must be of equal or lower value than the original purchase. Opened or unsealed items cannot be exchanged unless they are faulty.

Incorrect items

If we dispatch the wrong item, we will arrange return postage at our cost and send the correct item as quickly as possible.

Non-returnable items

The following cannot be returned unless faulty or non-conforming:

  • Any opened or unsealed CBD product
  • Any product returned after its best-before date
  • Gift cards
  • Items marked as clearance or final sale at the time of purchase

Refunds

Refunds are processed once we have received and inspected the returned item.

  • Refunds are issued to the original payment method only.
  • Please allow up to 10 working days for the refund to appear in your account, depending on your bank or payment provider.
  • Where a return is due to a fault or a COA mismatch, we refund the full product price including any delivery charges paid.
  • On a change-of-mind return, delivery charges are not refunded.

Return shipping

We recommend returning items by a tracked service and keeping proof of postage. Items remain your responsibility until we receive them. We are not liable for returns lost or damaged in transit where no proof of postage has been kept. For change-of-mind returns, return postage is at your cost.

Import and customs restrictions

CBD is regulated differently from country to country, and some destinations restrict or prohibit the import of CBD and hemp-derived products entirely. It is your responsibility to check whether CBD products can lawfully be imported to your delivery address before ordering. If a parcel is seized, refused, or destroyed by customs as a result, we are not able to guarantee a refund, and any refund offered as a goodwill gesture may exclude the original delivery cost.

Fraudulent and abusive claims

We aim to give every customer a fair experience. We reserve the right to decline a refund or return where there is reasonable evidence of fraud, deliberate misrepresentation of a fault, or return of goods that have clearly been used and are described as unused. This does not affect your statutory rights.

Need help?

If you have any questions about your return, email us at [email protected] with your order number and details. We handle every enquiry discreetly.

Part 2: Your rights (United Kingdom)

Fleur by Fable & Femme currently sells to customers in the United Kingdom only. We comply fully with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Food Standards Agency's Novel Food requirements for CBD products. Nothing in this policy affects your statutory rights.

Change of mind. You have 14 days from the day you receive your order to tell us you wish to cancel, under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the item. To qualify, products must be unopened, unused, and in their original sealed packaging with the batch label intact. Under Regulation 28(3), we are entitled to restrict returns of sealed goods that are unsuitable for return on health and safety grounds once the seal has been broken. Return postage for change-of-mind returns is at your cost. We will refund the cost of standard delivery on a full-order return made within the 14-day cancellation window; we do not refund upgraded delivery options such as express or next-day services.

Faulty or non-conforming items. Within 30 days of delivery, if your product is faulty, damaged, or does not match its published Certificate of Analysis, you are entitled to a full refund or a replacement, at your choice. After 30 days and within the product's reasonable shelf life, we will offer a replacement; if a replacement is unsuccessful, not possible, or not provided within a reasonable time, you are entitled to a price reduction or, in some cases, a final right to reject the goods for a refund.