Refund Policy
Our guarantee
If you are not satisfied with your order, contact us within 30 days of delivery at support@galacticjems.com and we will work with you to make it right.
What we can and cannot take back
For health and safety reasons, consumable products cannot be restocked or resold once they have shipped. That means we generally cannot accept a physical return of opened product. Instead, resolutions take one of these forms:
- Replacement — we send the item again at no cost
- Store credit — applied to a future order
- Refund — returned to your original payment method
Which one applies depends on the situation, and we will discuss it with you rather than deciding unilaterally.
Damaged, defective, or wrong items
If your order arrives damaged, melted, defective, or is not what you ordered, contact us within 14 days of the delivery date with a photo. These are replaced or refunded in full, including shipping.
Lost or undelivered packages
If tracking shows no movement for 5+ business days, or the package is marked delivered but did not arrive, contact us within 14 days of the ship date. Please check with household members and neighbours first, then get in touch so we can open a carrier inquiry.
Incorrect address
Packages returned to us because of an incorrect or undeliverable address can be reshipped for the cost of postage, or refunded minus the original shipping cost. Please double-check your address at checkout.
Orders we cannot ship
If we are unable to ship to your location — for example, an address in a state where our products are not permitted — the order is cancelled and refunded in full, including shipping.
How long refunds take
Approved refunds are issued to the original payment method. Depending on your bank or payment provider, funds typically appear within 5–10 business days of the refund being processed. We will confirm by email when it has been sent from our end.
Age and compliance
Orders placed by anyone under 21, or shipped to a restricted state, are cancelled and refunded in full. We do not make exceptions to this.
Questions
Email support@galacticjems.com or use our contact page. We respond within one business day.
FDA DISCLOSURE: The statements regarding these products have not been evaluated by the FDA. These products are not intended to diagnose, treat, cure or prevent any disease, consult your health physician before use. The Federal Food, Drug and Cosmetic Act requires placement of this notice.