Returns & Refund Policy — Steve’s Goods
Last updated: May 2026
Effective Date: April 10, 2026
Steve’s Goods stands behind the quality of every product we ship. This policy applies to wholesale orders placed through trystevesgoods.com.
Damaged or Defective Shipments
If your order arrives damaged, defective, or incorrect, contact us at [email protected] within 7 days of delivery with photos of the damage and your order number. We will replace damaged units at no cost or issue a credit toward a future order.
Returns
Due to the consumable and regulated nature of hemp products, we do not accept returns on opened, used, or tampered merchandise. Unopened product in its original packaging may be returned within 15 days of delivery for a credit toward a future order, less a 15% restocking fee. Return shipping is the buyer’s responsibility.
Failed Compliance Checks
In the rare event a product batch fails post-shipment compliance testing, we will proactively contact affected customers and provide either a full refund or a compliant replacement. HempData compliance status is verified at shipment for every batch.
Order Cancellations
Unshipped orders may be cancelled without penalty by emailing us before the order ships. Once shipped, an order cannot be cancelled — return or damaged-shipment policy applies.
Contact
Email: [email protected]
Phone: +1 502 365 8540
317 E Main St, Louisville, KY 40202
What Qualifies for a Return
Retail customers can return any unopened product within thirty days of the original purchase date for a full refund, less the original shipping cost. The product has to be in the original packaging, with the tamper seal intact, and the order number from the email confirmation needs to be included with the return shipment. Opened products are not eligible for return except in the case of a manufacturing defect — for example, a tincture bottle that arrives leaking, a gummy package with a foreign object inside, or a product whose batch label does not match the COA on file. In a manufacturing-defect case we replace the product at our cost and we cover the return shipping. Wholesale orders follow a separate set of return rules outlined in the wholesale agreement; in general, wholesale returns are accepted only for shipping damage, mislabeled product, or a documented batch failure.
How the Return Process Works
To open a return, email [email protected] with your order number and a short description of the issue. The retail team responds inside one business day with a return merchandise authorization (RMA) number and a prepaid return label when the situation calls for one. Once the returned shipment arrives at our Boulder facility, the team inspects the product against the original order, confirms the batch ID matches the COA, and processes the refund or replacement inside three business days. Refunds are issued back to the original payment method — credit card refunds typically appear in your statement inside five to seven business days after we issue them, depending on the issuing bank.
Items We Cannot Refund
We cannot refund products that arrive damaged because of buyer-side handling after delivery, products opened outside the manufacturing-defect category, or any product purchased from a third-party reseller — those returns have to go back to the original retailer. Bulk extract sold by the kilogram is non-returnable once the seal is broken, because the product cannot be safely re-introduced into our raw material inventory after it leaves the facility. Custom-formulated runs and private-label production are non-returnable except in the case of a documented batch failure, which is governed by the formulation agreement signed at the start of the project. For any retail product question outside the scope of this policy, the retail support team at stevesgoods.com/contact is the right next stop.