At Cannactiva, your satisfaction is the most important thing for us. We want you to enjoy a safe and pleasant shopping experience every time you visit us. If for any reason you are not completely happy with your purchase, we are here to help. Just contact us and we will find the best solution for you.
We make sure to follow all the regulations in force in Spain and Europe to make the return and warranty process easy and hassle-free. Thus, we guarantee your security and satisfaction in every purchase you make with us.
Thank you for trusting Cannactiva!
Satisfaction guarantee
At Cannactiva, we are committed to guaranteeing your total satisfaction. Therefore, we offer a guarantee of up to 30 calendar days from delivery of the order to request the return of the products purchased. For wholesalers and dropshipping, the return period is 15 calendar days.
If one of our flowers or resins has not met your expectations, please contact us and we will be happy to provide you with an exchange or return of the product.
Steps to make a return
To make a return, follow these steps:
- Contact Cannactiva: Contact our customer service by sending an email to info@cannactiva.com. Please indicate the order number, the email with which the purchase was made, the reason for the return and, if possible, attach photos to help us understand the problem so that we can better assist you.
- Confirmation and instructions: Our team will respond to your request within a maximum of 10 calendar days and will send you a reply with instructions on how to proceed with the return.
- Product shipment: Once you receive our instructions, send the products to the address provided following the instructions that our customer service team will give you.
Returns for defective or wrong products
- Notification: If you receive a product that is defective, damaged in transit or does not correspond to your order, we ask you to notify us within 7 calendar days of receipt by sending an email to info@cannactiva.com with the order number, details of the defect and, if applicable, a photo of the error or defect. This period helps us handle it quickly and does not limit the three-year legal guarantee of conformity granted to you by law.
- Return management: Cannactiva will bear the cost of return and reshipment of the correct product.
Conditions for returned products
- Product condition: Items must be returned in perfect condition and in the same condition in which they were delivered, with their seals intact, except in the case of defective products. If you exercise the right of withdrawal within 14 days, you may open the product as far as necessary to check it; if it has been handled more than necessary, we will deduct the diminished value from the refund. In accordance with Article 103 of the General Law for the Defence of Consumers and Users, the right of withdrawal cannot be exercised for sealed goods which are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery.
- User responsibility: Except for returns of defective, damaged or wrong products, the return shipment is at the customer's expense and responsibility. It is essential to keep the receipt or invoice as proof of purchase and shipping. Cannactiva is not responsible for possible losses or incidents that the orders may suffer at the hands of the carrier during the return.
Exceptions to returns
We do not accept returns on opened or used vaporizers.
Refund
We will process your refund within a maximum of 14 calendar days from the time you notify us of the return. We may wait until we receive the product, or until you send us proof that you have returned it, before doing so.
The refund is made using the same payment method you used. If you prefer, you can instead ask us for a voucher for future purchases, with no expiry date, or an exchange for another product.
If you notify us of your withdrawal within 14 calendar days of delivery, and send us the product within the following 14 days, we will also refund the original shipping costs of the standard delivery option. After that period, within the 30-day satisfaction guarantee, only the price of the product is refunded. For defective, damaged or wrong products, shipping costs are always refunded.
Please refer to the Refund Policy for more information.
Returns of products on promotion (2x1, 3x2, 1+1 free…)
In promotions that include free units, the price you pay covers all the units you receive, including the free ones. That is why the refund is calculated on the total number of units in the order:
- Full return: if you return all the units of the promotion, we refund 100% of what you paid for it.
- Partial return: if you return only some of them, we refund the proportional part of what you paid, according to the units returned.
Example. You buy 100 g of CANDY with a 2x1 offer and receive 200 g in total:
- You return 200 g: you get back 100% of what you paid.
- You return 100 g: you get back 50%.
- You return 50 g: you get back 25%.
Other cases
- All units count the same: it does not matter which units you return; free units are not distinguished from paid ones.
- Products with different prices in the same promotion: the refund is calculated using the price actually paid for each product, with the promotion already applied.
- Products that were not part of the promotion: the general return conditions apply.
The refund will never exceed the amount you paid for the products in the promotion. These conditions do not limit your legal rights of withdrawal and guarantee.
Withdrawal form
If you are a consumer and wish to withdraw from the contract, you can use this model form (it is not mandatory). Send it to info@cannactiva.com or to Cannactiva S.L., Calle Calabria 149, Entlo. 1, 08015 Barcelona (Spain).
To Cannactiva S.L., Calle Calabria 149, Entlo. 1, 08015 Barcelona (Spain), info@cannactiva.com:
I hereby give notice that I withdraw from my contract of sale of the following goods: [product]
Ordered on / received on: [date]
Order number: [number]
Name of consumer: [name]
Address of consumer: [address]
Signature of consumer (only if this form is notified on paper)
Date: [date]