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Refund and Returns Policy

Refund and Returns Policy

Cancellations, Returns, Refunds & Exchanges

Effective Date:  April 8, 2023

Last Updated: April 8, 2023

 

To complete your return, we require a receipt or proof of purchase or an Order Number we can lookup in our system.  As soon as the items are received, inspected and approved, you’re refund will be calculated and processed. You will  receive a refund confirmation receipt to your email.  Please allow 2-7 business days for the funds to be back in your account which we have no control over once the refund is processed, however, it usually only takes a few days depending on your bank.  Please read our Return Policies below prior to initiating a Return or Refund Request.

 

Return and Refund Qualifications

To be considered for a return and/or refund you must meet at least one of the following conditions:

  1. Have an unopened products.
  2. Receive the wrong product.
  3. Received a damaged or defective product (does not include melted gummies).
  4. You are unable to continue taking the product because for medical reasons outside of your control AND there is still at least 75% of the product remaining in the original packaging.
  5. You are unable to continue taking the product because for medical reasons outside of your control AND there is less than 75% of the product remaining in the original packaging AND you consulted with your doctor prior to taking the product as directed in our terms. (DOCTOR’S NOTE REQUIRED)
  6. The product is opened AND you are unhappy with the product (for any reason) AND at least 80% of the product remains.  eg. You ordered a 4ct gummies and have only taken 1 gummy (3 remain) or eg. You ordered a 30mL tincture and 22.5mL are still in the bottle or you ordered a 1mL cartridge or syringe and at least 0.75mL are still in the cart or vape pen.  Any products where more than 25% of the individual product have been used, consumed, spilled, or are no longer in the original packaging WILL NOT be eligible for a refund.

 

Refunds will not be given to customers that:

  1. Improperly took the products or assumed unrealistic expectations of results. 
  2. Customer’s doctor has advised them to stop taking them after they’ve opened and tried the product(s) for a pre-existing condition.  Please consult your physician PRIOR to taking any product to verify there are not risks of drug interactions or other medical concerns.
  3. Used more than 25% of the product prior to returning the item.
  4. Melted Gummies due to prolonged heat (See Melted Gummies Disclosure Below).  Some exceptions may apply at our Sole Discretion.

 

 

Return Policies

Return and Refund Policy on Damaged or Defective Orders

If you’ve received a Damaged or Defective Product, you will be required to SMS, email, or submit through a Support Ticket or Chat Support an image of the damaged or defective product.  Theme Lively will provide a Return Shipping Label free of charge or allow you to keep the defective product and ship a replacement product.  Theme Lively will provide a Return Shipping Label free of charge or allow you to keep the defective product and ship a replacement product. 

Melted Gummies Disclosure

DAMAGED OR DEFECTIVE PRODUCTS DO NOT INCLUDE MELTED GUMMIES DUE TO PROLONGED TIME LEFT IN MAILBOX DURING HOT TEMPERATURES.  MELTED GUMMIES WILL BE HANDLED ON A CASE BY CASE BASIS.  IN MOST CASES, AND AT OUR SOLE DISCRETION, WE WILL REPLACE THE ORDER ONE TIME AND MUST BE SENT TO A DIFFERENT ADDRESS.  WE DO EVERYTHING IN OUR POWER TO PREVENT MELTED GUMMIES.  HOWEVER, IT IS ULTIMATELY YOUR RESPONSIBILITY TO UTILIZE TRACKING INFORMATION AND ORDER UPDATES TO DETERMINE WHEN YOUR ORDER WILL ARRIVE AND BE THERE TO AVOID PROLONGED EXPOSURE TO HEAT.

 

Return Policy on Wrong Items received that do not match your Order.

If we’ve sent you the wrong product, you may be required to send us an image of the wrong product via SMS, email, or submit through a Support Ticket or Chat Support.   At which time, you’ll be given the option to either keep the wrong product free of charge, purchase the wrong product at a discount, or send the wrong product back.  If we require you to send the product back, Theme Lively will provide a Return Shipping Label free of charge.

 

Cancellation Policy on Unshipped Orders

Cancellations and Refunds will be automatically approved on all Unshipped orders.  No questions asked.  Contact us immediately at (727)-678-2593.

The refund will be processed as soon as we speak with you and you will  receive a refund confirmation receipt to your email to you as soon as its processed.  Please allow 2-7 business days for the funds to be back in your account which we have no control over once the refund is processed, however, it usually only takes a few days depending on your bank.

 

Return Policy on Unopened Orders Received by Customer

Returns will be automatically approved on all Unopened product(s) purchased within 30 days from the date of delivery confirmation.  No questions asked.  Contact us immediately by Creating a Support Ticket in the My Account page, or by Calling us at (727)-678-2593 with your Name, Order #, Products your be returning, and the Reason You’re Returning the item(s).

 

Return Shipping is the customer’s responsibility and a return shipping label will not be provided by Theme Lively.  Please mail your returned items to

Theme Lively LLC
5102 Hector Ct
Tampa, Florida 33624
(727)-678-2593
info@themelively.com
https://ThemeLively.com

We will then Cancel the Order in the system and track the order so we can issue you a refund as soon as we receive and inspect the items.  As soon as the items are received, inspected and approved, you’re refund will be processed. You will  receive a refund confirmation receipt to your email.  Please allow 2-7 business days for the funds to be back in your account which we have no control over once the refund is processed, however, it usually only takes a few days depending on your bank. If through no fault of our own, you decide to return the product, order and return shipping charges may be subtracted from your refund amount.  If the return is due to an error on our part, we will pay for the return shipping charges and reimburse you for any order shipping charges paid by the customer.

 

Return Policy on Products Received by Customer that have been used and/or opened.

If you are unhappy with the product, or are unable to take the product for medical reasons outside of your control, within 30 days from the date of delivery confirmation, you must return the remaining items in your order to be eligible for Refund.

Refunds will be automatically approved on all Unopened product(s) purchased within 30 days from the date of delivery confirmation.  No questions asked.  

We handle refund requests on opened and/or used products within 30 days from the date of delivery on a case-by-case basis fairly and are happy to listen to any of your concerns. In most cases refunds will be given to those who honestly and fairly tried a product, did not consume more than 25%, and for any reason, are still unhappy.  To initiate a return or refund, contact us immediately by Creating a Support Ticket in the My Account page, or by Calling us at (727)-678-2593 with your Name, Order #, Products your be returning, and the Reason You’re Returning the item(s).  You may be required to send us an image of the wrong product via SMS, email, or submit through a Support Ticket or Chat Support.   

If we approve your Return, you may be given the option to either keep the product free of charge instead of sending it back, purchase the return product at a discount, or be required send the return product back.  If we require you to send the product back, our Policy is Return Shipping is the customer’s responsibility and a return shipping label will not be provided by Theme Lively.  However, Theme Lively, at our Sole Discretion, provide a return shipping label free of charge on a case-by-case basis.  If we do not provide a shipping label and you are required to pay for and create your own shipping label, please mail your returned items to:

 

Theme Lively LLC
5102 Hector Ct
Tampa, Florida 33624
(727)-678-2593
info@themelively.com
https://ThemeLively.com

 

Return Policy on Gifted Items

If you have received this item as a gift, you may initiate a refund if you can provide us with the email address used during the original online purchase, however any Refund will go to the original purchaser.

 

Non-returnable items Policy:

The following items do not qualify for Returns or Refunds under any circumstances.

  • Custom Formulated Items
  • Private Labelled products
  • Bulk Gummies

 

Exchange Policy

Unopened products can be exchanged for any reason within 30 days from the date of delivery confirmation.  No questions asked.

To exchange an online purchase, you must first register the exchange by opening a Support Ticket (put “EXCHANGE” in the subject line) or by calling (727)-678-2593

You will receive a confirmation email at the email used during your purchase with mailing instructions once your exchange has been registered in our tracking system.  Shipping costs for returning the item you wish to exchange and shipping costs for your new product are the responsibility of the buyer.

If you have received this item as a gift, you may exchange the item provided you can provide us with the email address used during the original online purchase.

 

 

Refunds

Upon receipt of your registered online purchase return, you will receive a notification letting you know we’ve received your return.  The product and its contents will be visually inspected and in some cases its contents will be measured and tested in our lab if we feel the contents have been tampered with or somehow replaced.

 

Inspection Standards

Standards for Unopened Products

For unopened products, the shrink wrapped and tamper proof seal must be intact and the product must be in its original condition.  The original condition of the product is its condition prior to leaving facility, which has been documented on recorded video during the fulfillment process and will be compared to the return.  Minor wear and tear from shipping and packing are deemed acceptable.

Standards for Opened Products

Opened products returned for Pre-Approved returns must have at least 75% of the original contents remaining in each container.

 

Refund Process

Once the returned items have completed an inspection, you will  receive a message with the results.  Then, if your return passed the inspection, we will process your refund to the original payment method only.  You will receive a refund confirmation receipt to your email and SMS.  Please allow 2-7 business days for the funds to be back in your account which we have no control over once the refund is processed, however, it usually only takes a few days depending on your bank.

 

Refund Policy on Shipping Charges

If the return is due to an error on our part, we will pay for the return shipping charges or reimburse you for any order shipping charges paid by the customer (not to exceed USPS First Class mail shipping rates in original shipping package size).

If through no fault of our own, you decide to return the product, order and return shipping charges may be subtracted from your refund amount.  If the return is due to an error on our part, we will pay for the return shipping charges and reimburse you for any order shipping charges paid by at time of purchase.

 

Refunds Send Only to Original Payment Methods

Approved refunds will be sent via the original credit card or payment method used.  If you purchased a product with store credit you received during a promotion, for affiliate commissions or for sending us a referral AND your refund is approved you will receive your store credit, not cash.

 

What to do if you have not received your Refund?

If you have not received an approved refund within 10 days from the refund approval date, please call (727)-678-2593 immediately so we may correct this as soon as possible.

 

 

Need help?

Contact us by Opening a Support Ticket, using our Chat Support, or Calling Us at the information below with any questions related to refunds and returns.

 

Theme Lively LLC
5102 Hector Ct
Tampa, Florida 33624
(727)-678-2593
info@themelively.com
https://ThemeLively.com