Refund policy

Returns and Refunds

Last updated: 26 August 2026

If something is not right, we will sort it. This page explains how to cancel an order, how to return something you have changed your mind about, and what happens if an item turns up faulty. Nothing here affects your statutory rights.

1. Your 14 day cancellation right

If you are buying as a consumer, you have 14 days from the day you receive your order to change your mind and cancel, under the Consumer Contracts Regulations 2013. You do not need to give a reason.

You then have a further 14 days from telling us to send the goods back.

To cancel, email info@seedyside.co.uk with your order number and what you want to return. A clear statement is enough, and you can write it however you like. We will confirm by email and send you the return address.

2. Our 30 day goodwill window

We voluntarily extend the change of mind window to 30 days from delivery on most items. This sits on top of your legal rights, not instead of them, and the conditions in section 4 apply.

3. Handling and inspecting goods

You are entitled to handle and inspect goods to the same extent you would in a shop. Opening a box, taking a piece out and looking at it will not cost you your refund.

Going further than that is different. If an item comes back showing use beyond reasonable inspection, or with parts, packaging or accessories missing, we may reduce your refund to reflect the drop in value. We will always tell you the amount and why before we process it.

4. What we cannot take back

A small number of things are excluded, and only for genuine legal or hygiene reasons:

  • Sealed hygiene items that have been unsealed after delivery. This covers mouthpieces, mouthpiece tips, filters, screens and similar items that go in the mouth or in direct contact with the airflow path. Sealed and unopened, they can come back.
  • Consumables that have been opened or used, including herbal blends, liquidizers, terpenes, cleaning solutions and CBD products.
  • Hazardous goods such as butane refills and gas canisters, which carriers will not accept as returns.
  • Personalised or made to order items.
  • Gift cards.

Sale and clearance items are not excluded. They carry exactly the same cancellation and faulty goods rights as anything else.

5. Faulty, damaged or wrong items

This is separate from changing your mind, and the exclusions above do not apply. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

  • Within 30 days of delivery, you have the short term right to reject a faulty item for a full refund.
  • After 30 days, you can ask for a repair or replacement. If that fails or is not possible, you can claim a price reduction or reject the item.
  • Manufacturer warranties on vaporisers and electronic devices run alongside these rights. We will help you claim under either route, whichever gets you sorted faster.

If an item arrives damaged or you have been sent the wrong thing, tell us within a reasonable time and we will cover the return postage. Photos of the item and the outer packaging speed things up considerably.

6. Return postage

  • Changed your mind: you pay to send it back. We recommend a tracked service, because we can only refund goods we actually receive.
  • Faulty, damaged, or our mistake: we pay. We will either send you a prepaid label or refund your postage.

Please do not send anything back to the manufacturer. It comes to us.

7. Refunds

Once your return arrives and we have checked it, we will email you to confirm. Refunds go back to the original payment method.

  • We refund within 14 days of receiving the goods back, or of you giving us proof of postage, whichever is sooner.
  • We refund the price you paid plus the standard outbound delivery charge. If you chose an upgraded delivery service, we refund the standard rate and you cover the difference.
  • If you return part of an order and the rest is still with you, the delivery charge is not refunded.
  • Depending on your bank or payment provider, the money can take a further 3 to 5 working days to show up.

If your refund has not landed after that, check with your bank first, then email us and we will chase it with the payment provider at our end.

8. Exchanges

We swap items that are faulty or damaged for the same item where we have stock. For anything else, including a different colour or size, the cleanest route is to return the original for a refund and place a new order, so you are not waiting on us.

9. Gifts

If an item was marked as a gift when it was bought and shipped straight to you, we will issue a gift credit for the value once the return arrives. If it was not marked as a gift, or it was shipped to the buyer first, the refund goes back to whoever paid.

10. Where to send returns

Email us first so we can log the return and confirm the address. Returns sent without contacting us can be delayed while we work out whose they are.

Gresham IND Ltd
31 Gresham Street
Belfast BT1 1JL
Northern Ireland

11. Getting in touch

  • Email: info@seedyside.co.uk
  • Phone: +44 330 223 3369

Delivery times, costs and free delivery over £100 are set out on our delivery page. Other common questions are answered on the FAQ page, or you can message us directly.

Gresham IND Ltd, trading as SeedySide. Company number NI663460. Registered at 31 Gresham Street, Belfast, BT1 1JL, Northern Ireland. This policy does not affect your statutory rights.