Refund & Returns Policy
Last Updated: 23 October 2026
1. General Information
This Refund & Returns Policy applies to purchases made through Bulk-Haus (www.bulk-haus.com), operated by Aura Works s.r.o., a company registered in the Czech Republic.
Bulk-Haus operates exclusively as a Business-to-Business (B2B) wholesale platform, supplying products to registered businesses, professional retailers, distributors and other commercial customers.
By placing an order, customers acknowledge that they are purchasing products for professional or commercial purposes.
2. No Returns for Change of Mind
As Bulk-Haus operates exclusively on a B2B basis, the statutory 14-day consumer withdrawal right does not generally apply to purchases made by business customers acting in their professional capacity.
We do not accept returns or offer refunds for change of mind, including:
- Products ordered by mistake.
- Products that are no longer required.
- Unsold inventory or excess stock.
- Changes in customer preferences.
- Products that customers are unable to resell.
Exceptions may be granted at the sole discretion of Bulk-Haus through prior written agreement.
This policy does not affect any mandatory legal rights or remedies applicable to defective or non-conforming goods.
3. Damaged, Defective or Incorrect Products
If an order arrives damaged, contains defective products or includes incorrect items, customers must contact our support team as soon as reasonably possible.
To report an issue, please email b2b@bulk-haus.com and provide:
- Order number.
- Company name and contact details.
- Description of the issue.
- Clear photographs of the affected products.
- Photographs of the packaging, where relevant.
We will review the claim and may request additional information.
Where a claim is accepted, Bulk-Haus may arrange a replacement, correction of the order, refund or another appropriate remedy in accordance with applicable law.
4. Shipping Damage and Delivery Issues
Customers are requested to inspect shipments upon delivery.
If external damage is visible, customers should document the condition of the shipment and, where possible, notify the carrier at the time of delivery.
We recommend reporting visible shipping damage within 48 hours of delivery.
This timeframe is intended to facilitate investigation with the shipping provider and does not automatically eliminate any mandatory legal rights or remedies available to the customer.
Please retain all original packaging and damaged items until the claim has been reviewed.
5. Hemp, CBD and Sensitive Products
Due to the nature of our wholesale product range, additional handling requirements may apply to hemp-derived products, CBD flowers, resins, extracts and other sensitive merchandise.
Voluntary returns will generally not be accepted for:
- Opened or unsealed products.
- Products that have been used or consumed.
- Products that have been repackaged or modified.
- Products stored under unsuitable conditions after delivery.
- Products showing evidence of contamination or improper handling.
These restrictions do not exclude valid claims concerning defects, incorrect deliveries or other legally protected remedies.
6. Return Authorisation
All returns must receive prior written authorisation from Bulk-Haus.
Customers must not send products back without first contacting our support team.
If a return is approved, we will provide instructions regarding the return address, packaging requirements and shipping arrangements.
Unauthorised returns may be refused where legally permitted.
7. Return Shipping Costs
For approved voluntary returns, return shipping costs will normally be the responsibility of the customer unless otherwise agreed in writing.
For verified defective, damaged or incorrectly supplied products, Bulk-Haus will arrange or reimburse reasonable return shipping costs where required by applicable law or agreed as part of the resolution.
Customers should not arrange expensive or international return shipments without prior authorisation.
8. Refund Processing
Where a refund is approved, it will normally be issued using the original payment method unless another arrangement is agreed.
Refunds will be processed without undue delay once the relevant claim has been verified and any necessary return inspection has been completed.
The time required for funds to appear in the customer’s account may depend on the payment provider or financial institution.
9. Order Cancellations
Orders may be cancelled only if cancellation is accepted by Bulk-Haus before dispatch or fulfilment.
Once an order has entered preparation, been dispatched or been specially produced or sourced for the customer, cancellation may no longer be possible.
Any approved cancellation and associated refund will be confirmed in writing.
10. International Wholesale Orders
Bulk-Haus supplies professional customers across different markets.
Customers are responsible for checking the applicable import, possession, distribution and resale requirements in their destination country.
This is particularly important for hemp-derived products and cannabinoid-related merchandise, which may be subject to different national restrictions.
Bulk-Haus reserves the right to refuse or cancel orders where fulfilment would breach applicable legal or regulatory requirements.
Nothing in this section limits Bulk-Haus’s own obligations under applicable law or any mandatory remedies available to the customer.
11. Contact Information
For returns, refunds, shipping incidents or order-related claims, please contact:
Bulk-Haus — Customer Support
Operating Company: Aura Works s.r.o.
Adresse enregistrée :
Šumavská 1094/3, Vinohrady
120 00 Prague 2
République tchèque
Company ID (IČO): 23934352
E-mail: b2b@bulk-haus.com
Site web : https://bulk-haus.com
12. Applicable Law
This policy is governed by the applicable laws of the Czech Republic, subject to any mandatory legal provisions that may apply.
Nothing in this policy is intended to exclude or restrict liability or remedies that cannot lawfully be excluded.
For additional information, please consult our Terms & Conditions and Politique de confidentialité.
© 2026 Bulk-Haus — Exploité par Aura Works s.r.o. Tous droits réservés.