At CaliBudz, we are proud of the trust we have built with our customers. We also recognise that we do not always get everything right.
Occasionally, an order may be delayed, communication may take longer than expected or our usual standard of service may temporarily slip. When that happens, we understand how frustrating and disappointing it can be. We take genuine complaints seriously, and we are sorry when our service falls short.
A challenging and closely regulated industry
The UK hemp-derived products industry operates within a complicated and continually developing legal framework. Businesses in this sector must respond to changes in legislation, official guidance, enforcement practices and product requirements.
Remaining compliant is essential to everything we do. This can mean consulting legal advisers, reviewing products, changing information on our website or temporarily adjusting parts of our operation. Regulatory questions or misunderstandings concerning hemp-derived products can also require an immediate response, even when we believe our products and practices are lawful.
These situations can place significant pressure on our team and occasionally disrupt orders or customer service. This context is not intended as an excuse. It is simply an honest explanation of some of the challenges involved in operating responsibly within this industry.
Our responsibility to our customers
Whatever challenges we face behind the scenes, our customers deserve clear communication and dependable service.
If your order is delayed or something has gone wrong, please contact us and give our team a reasonable opportunity to investigate. We will listen, provide an honest update and work to resolve the matter as quickly as possible.
We kindly ask for a little patience during periods when legal, regulatory or operational changes affect our normal service. Many of you know our track record and understand how hard we work to look after the people who place their trust in CaliBudz.
More than an online shop
CaliBudz has always aimed to be more than a shop. We are part of a community that includes people from many different backgrounds, some of whom are living with difficult personal circumstances or health challenges.
Although we cannot offer medical advice or promise that any product will diagnose, treat or cure a condition, we can treat every customer with care, dignity and respect. We can listen, communicate openly and support our community through responsible service.
How we handle complaints
When we receive a complaint, our aim is to:
Listen carefully and treat the customer respectfully
Investigate what happened
Communicate clearly and honestly
Correct mistakes wherever reasonably possible
Learn from the experience
Improve our service for the future
We do not dismiss criticism. Constructive feedback helps us identify where we need to improve and gives us an opportunity to put things right.
Thank you for standing with us
Operating in the UK hemp industry is not always straightforward, but our commitment remains clear: to act responsibly, comply with the law and look after our customers to the best of our ability.
If our service has recently fallen below the standard you expect, we sincerely apologise. Please be patient with us, contact our team and allow us the opportunity to help.
Thank you for your understanding, your continued trust and for being part of the CaliBudz community.
