Customer ServiceWarranty policy

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Warranty policy

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Warranty means that we as a company are responsible for the quality of our products. When selling our products, we do our best to ensure that the product meets the promised specifications. If a product does not perform as advertised, we guarantee that we will compensate you as a consumer.

A warranty policy always has three aspects: there are conditions that the product must meet before it can be returned (1. Warranty conditions), there are guidelines on the warranty period (2. Warranty period) and there are guidelines on the procedure to follow if a product is covered by the conditions and warranty period (3. Warranty policy). The guidelines for the conditions, policy and the warranty period can be found on this page.

1. Warranty conditions

A product is not covered by the warranty if:

If your product becomes defective within the warranty period and none of above applies, then your product meets the warranty conditions and we can repair or replace it.

2. Warranty period

By using products, the quality will deteriorate over time. In general, you can assume that products in a higher price range last longer because the design takes durability into account. We use different warranty periods for different product categories. These can be found below:

Product category 1. Smartshop products, seeds, plants and grow kits

Smartshop products, seeds, plants and grow kits are natural products and as such we have a limited amount of control on their quality. The effect of smartshop products, for example, depends on the set and setting in which it is consumed, as well as the level of user experience.

For this reason, we don’t use a standard warranty period for this product category. If you’re not satisfied with one of the products from this category, please contact customer service.

Product category 2. Headshop and Lifestyle

All headshop and lifestyle items have a two-year warranty (excluding products with a limited expiration date). The effectiveness of products with an expiration date is determined by a number of factors which we have no control over (such as the interaction between the product and the user, in case of the superfoods category).

Therefore we do not use a standard warranty for this product category. If you’re not satisfied with one of the products from this category, please contact customer service.

Product category 3. Vaporizers

Most vaporizers have a warranty from the manufacturer. This means that if your vaporizer becomes defective within the warranty, we’ll send it back to the manufacturer to repair or replace it. Different manufacturers operate with different warranties.

3. Warranty policy

If the product is covered by the warranty and within the warranty period, you can return it to us. We will try to fix it for you or, if that isn’t possible, replace the item. Products that are covered by the warranty will not be refunded.

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