1. Customer-Caused Failed Delivery / Returned-to-Sender Orders

This section is separate from statutory withdrawal, normal customer-requested returns, damaged or defective goods, carrier-fault delivery failures, and customs or regulatory seizures.

A customer-caused failure includes an incorrect, incomplete or outdated address, moving, non-collection from an access point, repeated unavailability, refusal without an unequivocal withdrawal statement, failure to provide delivery information, or failure to pay properly disclosed import or destination charges.

Failure to accept or collect a shipment does not automatically cancel the order, terminate the contract or constitute withdrawal. It does not automatically create a refund. The order remains payable subject to mandatory law, and Pharmabinoid may retain amounts already paid where legally permitted.

Reasonable costs caused by the failed delivery may remain payable by the customer, including return transport, carrier or customs charges where applicable, handling and new shipping. Redelivery may require advance payment of those costs.

Process: delivery failure → customer notified → 14 calendar days to respond → final notice giving another 7 calendar days → case closed and final QA or other disposition if unresolved. Goods are not automatically restocked and may be held, quarantined, released, resold or disposed of depending on QA and operational requirements. Pharmabinoid is not required to keep goods reserved indefinitely.

After the final deadline, later redelivery is subject to availability and advance payment of all applicable additional costs. Any refund or credit is made only where required by mandatory law or expressly agreed by Pharmabinoid.

2. EU Consumer Withdrawal

The normal 14-day withdrawal period starts when the consumer physically receives the goods, not when the order is placed or shipped. The consumer may withdraw before delivery by making an unequivocal statement. Refusing delivery or failing to collect a parcel does not automatically count as withdrawal.

Where valid withdrawal applies, the least expensive standard outbound delivery cost is generally refundable; premium or express surcharges generally are not. Genuinely personalised goods may be excluded only where the legal requirements are met. Standard catalogue products are not automatically consumer custom goods merely because Pharmabinoid produces or fills them after ordering.

3. B2B custom goods and consumer personalisation

For Business Buyers, broader contractual custom-product definitions may apply where legally appropriate. For EU consumers, the withdrawal exception is limited to goods genuinely made to the individual's specifications or clearly personalised. Production, filling, sourcing or preparation after ordering alone does not establish that exception.

4. Other returns

Damaged or defective goods, carrier-fault delivery failures and customs or regulatory seizures are assessed separately under applicable law and the facts of the case. Nothing in this policy limits mandatory consumer rights.

See also Terms & Conditions and Shipping Policy.

5. Integrated Shipping Terms

This Return & Cancellation Policy should be read together with the Shipping Policy and Terms & Conditions. The provisions on customer-caused failed delivery, notice periods, returned-goods quality review, redelivery costs, consumer risk transfer and statutory withdrawal apply consistently across these policies.

Mandatory applicable consumer law prevails over conflicting provisions.