All purchases must be returned within 14 days.

Please include the ORDER number, Full Name, Address, Phone Number, and REASON for the return. Once the return is approved you will receive further instructions on shipping the package back to us. Any refund, store credit, or replacement will be issued once the return has been received and processed.

Please note that we may request photos and/or a video of damaged or defective merchandise prior to sending the items back. We will also email you with troubleshooting steps. Troubleshooting steps are encouraged to speed up the return process and assist you in avoiding any return processing fees.

Any Cosmetic Damage From the Manufacturer Must Be Reported Within 24 Hours of Delivery!

You may not return consumable items. This includes, but is not limited to liquid products, coils/pods, cartridges, and batteries. Any item deemed consumable is non-refundable.

You will be responsible for shipping charges for non-defective returns. All shipping charges are NON-REFUNDABLE. When your original shipping was free, our cost of shipping your order will be deducted from your refunded amount.

A 15% return processing fee may be applied if:

Returns that are opened and/or non-defective.

Returns that show signs of physical damage or user error that could have caused the defect.

Returns that are not cleaned and emptied prior to return.

Alternative Devices:

Alternative devices need to be fully cleaned prior to return. If you ship your item back containing any form of media and the item is confiscated (not received at our facility) we will not be held responsible for your loss. If the item is received and has any residual smell or media particles, the return will receive a 15% return processing fee.

Promotional Term & Conditions:

Promotional items are offered as final sales. If the promotional item is deemed defective, store credit or refund will be the only options. Promotional items will not be replaced. If other items from a promotional sale order are returned, the promotional item must be returned. If the promotional item is not returned, the non-promotional price of the item will be deducted from your compensation.

Refused Orders

If either customer or shipping carrier refuses the packages for any reason, there will be a 15% return processing fee along with the shipping charge being non-refundable. If you received free shipping, we would deduct our cost of shipping the package from your refund.

Note: If utilizing an approved Prepaid Card, Hemp House USA will attempt to refund the payment method within the scope of our refund policy. Hemp House USA is not responsible for refunds to a Prepaid Card in the event that the cardholder no longer has possession of the Prepaid Card utilized in the transaction.

We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information. We reserve the right to correct inaccurate information and are not responsible for typographical errors.