Overview
At HEVEN, we aim to provide high-quality cannabis products and merchandise.
Due to the nature of our products, our refund and return policy differs between consumable cannabis products and non-consumable merchandise.
This policy lasts 30 days from the date of delivery. If 30 days have passed, we unfortunately cannot offer a refund or exchange.
All customers must be 18 years or older to purchase from our website.
Cannabis Products (Non-returnable) 🚫
Due to health, safety, and regulatory reasons, the following products are strictly non-returnable and non-refundable:
- Cannabis flower (buds)
- Pre-rolls
- Vapes and cartridges
- Hash and concentrates (including hash rosin)
- Edibles
- Any opened or used cannabis product
👉 Once these products have been delivered, they cannot be returned or exchanged.
Exceptions for Cannabis Products
We will only consider replacements or refunds if:
- The wrong product was delivered
- The product arrived damaged or defective
- The product is missing from your order
To report an issue, you must contact us within 48 hours of delivery.
Please include:
- Your order number
- Clear photos of the product and packaging
Merchandise & Apparel (Eligible for Returns) 👕
The following items may be returned:
- Apparel (hoodies, t-shirts, etc.)
- Accessories and merchandise
Conditions:
- Item must be unused and unworn
- Must be in original packaging
- Must include proof of purchase
Partial refunds (if applicable)
Partial refunds may be granted if:
- Items are not in original condition
- Items are damaged or missing parts not due to our error
- Items are returned after 30 days
Refunds
Once your return is received and inspected, we will notify you via email.
If approved:
- Refunds will be processed to your original payment method
- Please allow 5–10 business days for processing
Late or missing refunds
If you have not received your refund:
- Check your bank account
- Contact your payment provider
- Contact your bank
If unresolved, contact us at:
📧 info@heven.co.za
Sale items
Sale or discounted items are non-refundable, unless defective or incorrect.
Exchanges
We only replace items if they are:
- Defective
- Damaged
- Incorrect
To request an exchange:
📧 info@heven.co.za
Gifts
If the item was marked as a gift:
- You may receive a store credit once approved
If not:
- Refunds will be issued to the original purchaser
Shipping returns
To initiate a return, contact:
📧 info@heven.co.za
Customers are responsible for:
- Return shipping costs
- Ensuring items are safely returned
Shipping costs are non-refundable.
We recommend:
- Trackable shipping
- Shipping insurance for high-value items
Damaged, defective, or incorrect orders
If you receive an incorrect or damaged order, contact us within 48 hours:
Include:
- Order number
- Photos of the issue
We will resolve the matter as quickly as possible.
Age restriction 🔞
By purchasing from HEVEN, you confirm that you are 18 years or older and legally allowed to purchase cannabis products in your region.
Need help?
For any questions, please contact:
📧 info@heven.co.za