Support
Returns & refunds
If something is wrong with your order, contact us and we'll make it right.
Unopened products
Unopened, undamaged products in their original packaging can be returned. Start the request through our contact form with your order number before sending anything back.
Opened products
For safety reasons, opened charcoal packages cannot be resold and generally cannot be returned. If there is a quality problem, contact us with your lot number and we will review it.
Damaged or incorrect shipments
Contact us within a reasonable time of delivery with photographs of the packaging and contents. We will replace or refund the affected items.
Refunds
Approved refunds are issued to the original payment method. Processing time depends on your bank or card issuer.
Wholesale orders
Wholesale returns follow the terms agreed with your account contact. Please raise claims through that contact.