Refund and Return Policy

Connax Trade Australia

At Connax Trade Australia, we are committed to delivering high-quality CBD products and ensuring customer satisfaction. Due to the nature of CBD products and the regulatory environment in Australia, our refund and return policy is designed to be fair, transparent, and compliant with applicable standards. Please read the following carefully before making a purchase.

General Policy Overview

CBD products are classified as sensitive consumable goods. For safety, hygiene, and legal reasons, we do not accept returns on opened or used products. However, we will always work with you to resolve any legitimate issues related to your order.

By placing an order with Connax Trade Australia, you agree to the terms outlined in this policy.

Eligibility for Returns

We accept return requests under the following conditions:

  • The item received is damaged, defective, or incorrect
  • The product remains unopened, unused, and in its original packaging
  • The return request is made within 48 hours of delivery

If your order meets these criteria, please contact our support team promptly with clear evidence (such as photos or videos) of the issue.

Non-Returnable Items

For safety and compliance reasons, the following items are not eligible for return or refund:

  • Opened or used CBD products
  • Products with broken seals or altered packaging
  • Items returned without prior authorization
  • Orders where the issue is not reported within the required timeframe

We maintain these restrictions to ensure product integrity and customer safety.

Refund Policy

Refunds are issued under specific circumstances:

1. Damaged or Defective Products

If your item arrives damaged or defective, you may be eligible for a full or partial refund. Once verified, we will either:

  • Issue a replacement product at no extra cost, or
  • Provide a refund to your original payment method

2. Incorrect Orders

If you receive the wrong item, we will arrange for a replacement or refund after confirming the error.

3. Lost Shipments

If your order is confirmed lost in transit, we will investigate with the courier and, if validated, offer a replacement or refund.

Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Change of mind after purchase
  • Incorrect shipping information provided by the customer
  • Delays caused by courier services or external factors beyond our control
  • Seizure or restrictions imposed by customs or regulatory authorities

We strongly advise customers to ensure compliance with local laws and provide accurate delivery details when placing an order.

Return Process

To initiate a return or refund request, follow these steps:

  1. Contact our support team via email or WhatsApp within 48 hours of receiving your order.
  2. Provide your order number, a detailed description of the issue, and supporting evidence (photos/videos).
  3. Wait for our team to review and approve your request.
  4. If approved, we will provide return instructions where applicable.

Do not send any items back without prior authorization, as unauthorized returns will not be processed.

Return Shipping

  • Customers may be responsible for return shipping costs unless the issue is due to our error (e.g., wrong or defective item).
  • We recommend using a trackable shipping method to ensure safe return delivery.
  • Connax Trade Australia is not responsible for items lost during return shipping.

Processing Time

Once your return or refund request is approved:

  • Refunds are typically processed within 30 business days
  • Replacement orders are shipped promptly after confirmation

Processing times may vary depending on your payment method and financial institution.

Compliance with Australian Regulations

CBD products in Australia are subject to evolving regulations. Connax Trade Australia operates with awareness of these requirements and encourages customers to ensure they are purchasing and using products in accordance with local laws.

We are not liable for issues arising from regulatory restrictions beyond our control.

Commitment to Quality and Customer Satisfaction

At Connax Trade Australia, we take pride in the quality of our products and the trust our customers place in us. While certain limitations apply due to the nature of CBD products, we are always committed to resolving concerns fairly and efficiently.

If you have any questions regarding this policy or need assistance with your order, please contact our support team. We are here to help and ensure your experience with us is smooth and satisfactory.

 
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