Refund policy
Return & Satisfaction Policy
Important Information About Returns
Due to payment processing restrictions in the CBD industry, we are unable to process refunds or returns through our payment system. This is not our choice—payment processors impose strict limitations on CBD businesses that prevent us from issuing refunds the way traditional retailers can.
However, your satisfaction still matters to us. Here's how we ensure you're taken care of:
Before You Order - Let Us Help You Choose
Not sure which product is right for you? Don't guess—ask us first.
📧 Email sales@urbanrootscbd.com before ordering with questions about:
- Which strength is right for your needs
- Full spectrum vs. isolate
- Product recommendations based on your goals
- Dosing guidance
We'd rather help you choose the right product the first time than have you stuck with something that doesn't work for you.
Damaged or Defective Products - We'll Replace Them
Received a damaged, defective, or incorrect product?
- Contact us within 48 hours at sales@urbanrootscbd.com
- Include photos and your order number
- We'll ship a free replacement within 30 days
No charge. No hassle. If we shipped something damaged or wrong, we'll make it right.
Quality Issues - Let's Find a Solution
Product doesn't work as expected? Not satisfied with quality?
While we can't process refunds, we can:
- Replace it with a different product that might work better for you
- Help troubleshoot dosing or usage
- Work with you to find a fair solution
Email sales@urbanrootscbd.com and explain the issue. We'll do what we can to help.
Why We Can't Offer Traditional Returns
The CBD industry faces unique payment processing challenges. Banks and payment processors classify CBD as "high-risk," which means:
- Refunds are prohibited by our payment processor's terms
- We can't process returns like traditional retailers
- This is an industry-wide issue, not specific to us
We don't like this any more than you do. But these are the current realities of running a legal CBD business.
What We Do To Earn Your Trust Despite This
✓ Lab-tested products - Third-party COAs available ✓ 8 years in business - Trusted since 2018 ✓ Multiple High Times Cannabis Cup awards - Our quality speaks for itself ✓ Responsive customer service - We reply within 24 hours ✓ Honest education - We'll help you choose the right product before you buy
We've built our reputation on quality, transparency, and customer service—not on a return policy.
Non-Refundable Items
Due to payment processor restrictions, all sales are final. This includes:
- All CBD/hemp products
- Sale and clearance items
- Contest prizes and giveaways
- Gift cards
Questions Before You Order?
Please reach out BEFORE purchasing if you're unsure:
📧 sales@urbanrootscbd.com ⏰ 24-hour response time (business days)
We'd rather spend time helping you order the right product than dealing with dissatisfaction after the fact.
Legal Note
This policy is required by our payment processor's terms of service for CBD merchants. We understand this is not ideal and appreciate your understanding of the unique challenges facing the legal CBD industry.
We understand this policy is frustrating. It's frustrating for us too. But it's the reality of payment processing in the CBD industry. We do everything we can to ensure you're satisfied despite these limitations.