Returns and Refunds
How do I return an item?
All cost for returns are at the customer’s expense. This will be reimbursed if products are found to be faulty and returned within the time specified. We ask you to check all deliveries for signs of damage before you sign for them. If you can see that they are damaged, do not sign for them and contact us immediately. We will arrange for your order to be re-dispatched.
Where an order is cancelled and the goods are being returned to us, we may withhold reimbursement until we have received the goods back or you have supplied satisfactory evidence that the goods have been sent back to us, whichever occurs first, in accordance with Regulation 34 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this provision affects your statutory consumer rights.
Once the relevant condition has been met, any refund due will be processed without undue delay and within the time limits required by applicable consumer law.
NB – We suggest that you use registered post to send your goods back to us to ensure that they arrive safely.
What if the item is faulty?
If you discover that goods are faulty after you have signed for them, please notify us by email or telephone within 14 days of receiving them. You must quote your Order Number and product descriptions and state your reason for return. Please then return goods in their original packaging. Pending our inspection and verification that goods are faulty, we will contact you to offer a full refund, replacement or exchange. All glass products are inspected before sale and delivery. If Otherside CBD vape cartridges are used with any battery unit other than those sold and recommended by Otherside London, we cannot accept returns or responsibility for any damage or subsequent fault. If your product has broken in transit, this must be reported to us and documented before the item is used.
Returning non faulty goods
For Food + Health safety compliance we are unable to accept returns of CBD and food products unless there is a clear manufacturing fault. Individual products purchased as a bundle may not be returned individually unless there is a clear manufacturing fault. If you wish to return non-food or non-CBD goods that are not faulty, you may do so within 7 days of receiving them. You must notify us by email or telephone, quoting your Order Number and product descriptions and state your reason for return. Goods must be in their original packaging and in an unused, resalable condition.
Our return address is
Otherside
261 Portobello Road, London, W11 1LR
Delayed or missing items
If your order is delayed or Royal Mail have lost your item, we may ask you to wait 30 days before receiving a refund or replacement. During this time Royal Mail will complete their investigation. Royal Mail endeavour to complete all investigations within 5-10 working days but may take up to 30 days. If you are unsure on the status or whereabouts of your order, please contact us:
info@othersidelondon.com
Customers are responsible for ensuring that the delivery address provided when placing an order is complete and accurate. Please check your delivery details carefully before completing your purchase.
If an order cannot be delivered because an incorrect or incomplete address has been provided, or because of another delivery issue attributable to the information supplied by the customer, the parcel may be returned to us by the delivery carrier.
Where a parcel is being returned to us, we are unable to redispatch the goods until the original parcel has been physically received back and checked by us. The time taken for a parcel to be returned is determined by the delivery carrier and may be longer than the original delivery timescale.
Once the returned parcel has been received, we will contact you to arrange redelivery to the corrected address. Where the original delivery failure resulted from an incorrect or incomplete address supplied by the customer, we reserve the right to charge the reasonable cost of redelivery.
If you notice an error in your delivery address after placing an order, please contact us as soon as possible. We will make reasonable efforts to amend the address before dispatch, but we cannot guarantee that changes can be made once an order has entered the fulfilment or delivery process.