Refund policy

Returns & Refunds – Cones World

We make empty pre-rolled cones, pre-rolled tubes and blunt-wrap tubes for retail customers and businesses. Our products are consumable paper goods, so we can only accept returns that can be resold safely and hygienically. This policy covers orders placed on conesworld.com and quoted wholesale orders unless your written supply agreement says otherwise.

1. Contact us first
Email business@conesworld.com or call +1 732-609-5348 before you send anything back. Please include your order number, the product and variant (size, diameter, tip), the quantity, and photos if something is wrong. We can't accept returns sent without an approved return authorization (RMA).

2. Change-of-mind returns (30 days)

• You can request a return within 30 days of delivery.
• Boxes must be unopened, factory-sealed and in resaleable condition.
• For hygiene reasons, opened boxes, used, filled or partially used cones and tubes, and loose units can't be returned.
• Change-of-mind return shipping is paid by you. We recommend a tracked service.

3. Damaged, defective, short or wrong items (7 days)

• Please inspect your order when it arrives. Tell us within 7 days of delivery if anything is damaged in transit, defective, short-shipped or not what you ordered.
• Send photos of the outer carton, the box label (and lot/batch code if printed) and the affected product.
• We'll replace the items, ship the missing quantity, or refund you. If a return is needed, we'll send a prepaid label.
• For bulk and wholesale orders, report quantity or quality claims within 7 days of delivery and keep the affected stock until we've reviewed the claim.

4. Non-returnable items

• Custom, private-label or printed products (custom papers, printed filter tips, custom packaging, custom sizes) are made to your specification and can't be returned unless they're defective or don't match the approved spec.
• Opened or used products (see section 2).
• Free samples, sample kits and gift cards.
• Clearance or final-sale items marked as such.

5. Order changes and cancellations

• Online and custom orders are dispatched within 72 hours, plus shipping time.
• To change or cancel, email us as soon as possible. If the order hasn't been dispatched, we'll cancel it and refund you in full.
• Once an order has been dispatched, it's handled as a return under this policy.
• Custom orders can't be cancelled after artwork or specifications are approved and production has started.

6. Refunds

• Once your return arrives at our warehouse and we've inspected it, we'll email you to say whether the refund is approved.
• Approved refunds go to your original payment method within 10 business days. Your bank may take a few more days to post it.
• Original shipping charges are refunded only if the return is due to our error. Duties, taxes and customs fees paid to carriers or authorities aren't refundable by us.
• If more than 15 business days have passed since approval and you haven't seen your refund, contact business@conesworld.com.

7. Refused or undeliverable international shipments

• International buyers are responsible for import duties, taxes and compliance with local laws.
• If a shipment is refused, abandoned or returned because of customs or incorrect address details, we'll refund the product value once it's back with us. Shipping and return-freight costs are deducted.

8. EU/UK consumers

• If you're a consumer in the EU or UK, you can withdraw from your purchase within 14 days of delivery without giving a reason. Notify us at business@conesworld.com.
• This right doesn't apply to goods made to your specification or clearly personalised. It also doesn't apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed after delivery.
• Your statutory rights aren't affected.

9. Exchanges
To exchange, return the unopened item under section 2 and place a new order. For damaged or wrong items, we'll ship the replacement at no charge.

Return address (only after you receive an RMA):
Cones World LLC – Returns (write your RMA number on the parcel)
4150 S Hualapai Unit 2038, Las Vegas, NV 89147, USA

Questions: business@conesworld.com · +1 732-609-5348