Refund policy

Customer Acknowledgements

By placing an order on the Hemp Factory Outlet (“HFO”) website, the customer acknowledges and understands that:

  • HFO products are hemp-derived and laboratory-created products that may contain cannabinoids, including CBD (cannabidiol), THC (tetrahydrocannabinol), and other minor cannabinoids, terpenes, isomers, salts, and naturally occurring or formulaically added ingredients.

  • The U.S. Food and Drug Administration (FDA) has not evaluated these products, and HFO makes no warranties or representations regarding the efficacy of any product for the treatment of any medical condition.

  • It is the customer’s responsibility to consult with a physician, employer, or other relevant professional regarding any personal risks associated with cannabinoid use, including drug testing or workplace policies.

  • It is the sole responsibility of the customer to determine whether products purchased from HFO are legal in their jurisdiction and safe for their personal use.

  • The customer accepts full responsibility for any legal, professional, or personal consequences resulting from product use, including but not limited to failed drug tests, accidents, or legal claims.

Third-Party Testing Disclaimer

HFO provides third-party Certificates of Analysis (COAs) as a courtesy to customers.

  • HFO makes no warranties or representations regarding the accuracy of any third-party laboratory testing.

  • Independent laboratories are solely responsible for their testing methods, certifications, and analysis.

  • All posted test results may carry a margin of error of up to 10%.

By purchasing from HFO, the customer agrees that reliance on any third-party testing is at their own discretion.

Order Requirements & Customer Responsibility

Customers are responsible for accurately entering all personal, shipping, billing, and payment information at checkout, including name, address, email address, and product selections.

If incorrect or incomplete information is provided, the customer must notify HFO promptly. Any additional costs incurred to correct order information or reship products will be the sole responsibility of the customer.

Cancellations & Pre-Shipment Refunds

  • Orders may only be canceled and refunded if the product has not yet left our facility.

  • Once an order enters fulfillment or ships, it cannot be canceled or refunded.

  • Approved refunds are issued to the original method of payment, less any shipping or processing costs incurred.

No Returns

Due to the nature of our products, HFO does not accept returns of any product that has left our facility. Products cannot be restocked or resold once shipped.

Exchanges (Limited & Case-by-Case)

HFO may, at its sole discretion, consider an exchange if:

  • The product is unopened, unused, and in original condition, or

  • The customer ordered the incorrect product.

All exchanges:

  • Are not guaranteed

  • Require customer approval from HFO in advance

  • Require the customer to pay all shipping costs

  • Do not qualify for partial refunds

Refund Deductions

If a refund is approved for any reason:

  • Shipping costs are non-refundable

  • Any incurred fulfillment, handling, or processing costs will be deducted

  • Refunds are issued only to the original payment method

Defective Products

A defective product is one that contains a manufacturing flaw rendering it unusable for its intended purpose.

  • HFO will replace defective products at our sole cost once confirmed.

  • Proof may be required, including photos, written statements, or return of the product for inspection.

  • Replacement decisions are made at HFO’s discretion.

Products Damaged in Transit

Products are packaged carefully and leave our facility in good condition. Once a shipment is handed off to the carrier, delivery and handling are outside of HFO’s control.

If a product arrives damaged in transit, the customer must notify HFO within a reasonable time and provide clear proof of damage, which may include photos of the packaging and product.

  • Upon review and confirmation of damage, HFO will ship a replacement product at no additional cost.

  • Proof of damage is required before a replacement is approved.

  • HFO reserves the right to determine whether damage occurred during transit and whether replacement is appropriate.

Subscriptions

HFO cannot initiate or start subscriptions on behalf of customers. Subscriptions may only be created by the customer through the HFO website during checkout or through their customer account.

  • There is no option for HFO staff to enroll customers into subscriptions manually.

  • By placing a subscription order, the customer confirms that they personally selected and authorized the subscription.

Once a subscription is active:

  • Customers receive a subscription reminder email approximately 7 days before renewal.

  • Customers may manage subscriptions by:

    • Logging into their customer account, or

    • Contacting HFO by email or phone prior to the renewal date.

  • At the customer’s request, HFO may assist with skipping, pausing, swapping, or canceling an existing subscription once it is active in our system.

Changes must be made before the scheduled renewal date. Once a subscription renewal processes, refunds are not guaranteed.

Fraud, Abuse & Account Termination

HFO reserves the right, at its sole discretion, to:

  • Cancel orders

  • Refuse service

  • Deny refunds

  • Suspend or permanently close customer accounts

This includes, but is not limited to:

  • Suspected fraud or unauthorized transactions

  • Providing false or misleading information

  • Claiming non-delivery after carrier confirmation

  • Repeated disputes, chargebacks, or policy abuse

  • Attempts to circumvent HFO policies or carrier procedures

In such cases, HFO may take appropriate action without prior notice, including restricting future purchases.

Incorrect Addresses

Customers are responsible for ensuring shipping address accuracy.

  • HFO is not responsible for lost or stolen packages resulting from incorrect addresses.

  • Packages returned due to address errors will not be resent unless returned unopened and undamaged.

  • Additional shipping or replacement fees may apply.

Policy Changes

HFO reserves the right to amend or update this policy at any time by posting revised terms on this page. Continued use of the website constitutes acceptance of any changes.

Contact Information

📧 Email: help@hempfactoryoutlet.com
📞 Phone: 615-873-1344

📦 Mailing Address:
Hemp Factory Outlet
Attn: Order Fulfillment
6165 Clarksville Pike
Joelton, TN 37080