Returns

Refund & Returns Policy

Last updated: 30 September 2026

We want you to be confident when you buy from Pure Ohms Shop. If something is wrong with your order, we will put it right. This policy explains exactly what is covered, what is not, and how to start a claim.

1. Your 30-day return window

You may return unopened, factory-sealed products within 30 calendar days of delivery for a refund of the merchandise value. To qualify:

• The product must be unopened with the original factory seal intact.
• The product must be in its original packaging, undamaged, with the batch label legible.
• You must contact us first for a Return Authorisation (RA) number — parcels returned without an RA number will be refused.

Because kratom is a consumable botanical product, we cannot accept returns of any item that has been opened, partially used, resealed, or whose seal has been broken. This is a hygiene and product-integrity requirement, not a discretionary decision.

2. Damaged, defective or incorrect items

These are always our responsibility, regardless of the 30-day rule:

• Damaged in transit — send photographs of the outer packaging and product within 48 hours of delivery. We replace at no cost.
• Incorrect item shipped — we ship the correct item immediately and cover return postage.
• Product fails to match its published specification — for example, a tablet count that is short, or a batch that does not match its Certificate of Analysis. Contact us with the batch number printed on the label.

3. How to start a return

1. Email [email protected] with your order number, the item you wish to return, and the reason.
2. We reply within one business day with an RA number and the return address.
3. Pack the item securely, write the RA number on the outside of the parcel, and ship it back using a trackable service.
4. Once the item is received and inspected, we process your refund within 3–5 business days.

Return postage: if the return is due to our error or a damaged shipment, we cover postage. If you are returning an unwanted but unopened product, you pay return postage and the original outbound shipping cost is non-refundable.

4. Refund method and timing

Refunds are returned to the original payment method. Card refunds typically post within 5–10 business days depending on your bank. Store credit is available if you prefer and is applied instantly.

Shipping charges are refunded only when the entire order is being returned as a result of our error, or when the order never arrived.

5. Order cancellation

You may cancel any order before it is dispatched for a full refund, no questions asked. Email us or reply to your order confirmation. Once an order has been handed to the carrier we can no longer cancel it, but the 30-day return process above still applies to unopened goods.

6. Refused or undeliverable parcels

If a parcel is returned to us because the address was incorrect, incomplete, or because delivery was refused, we will refund the merchandise value minus the original outbound shipping cost. If you would like it reshipped, a second shipping charge applies.

7. What is not covered

• Opened or partially used products.
• Claims relating to the subjective experience or effects of a product. Kratom products are sold as botanical specimens only and are not for human or animal consumption — we therefore make no claims about effects and cannot refund on that basis.
• Products damaged by the customer after delivery, including heat damage, water damage, or storage in unsuitable conditions.
• Orders where the customer provided an address in a jurisdiction where kratom is prohibited and the shipment was seized.
• Claims raised more than 30 days after delivery (except damaged, defective or incorrect item claims).

8. Chargebacks

Please contact us before initiating a chargeback — almost every issue can be resolved directly and faster. Chargebacks raised without first contacting us may result in the suspension of your account while the dispute is investigated.

9. Statutory rights

Nothing in this policy limits any statutory rights you may have under applicable consumer protection law in your state or province.

10. Contact

Email [email protected] or use our contact form. Our team answers within one business day, Monday to Friday.

See also: Shipping Policy · Store Policy · Terms of Service