The dispute button appears on your order page after 10 days

you don't need them to be helpful once you've started the process

Don't know if it applies in your case, but it takes a while for the dispute process to get started and complete. Keep checking back once you get the dispute started.

Thanks for reaching out. We understand your frustration, and we’re genuinely sorry to hear you’ve had a negative experience with your recent order.

To clarify a few points:

Order Date:

Your order was placed on 23/05/2025, and we received your complaint on 20/06/2025 nearly a full month later. While we’re always here to help, we do encourage customers to reach out sooner so we can assist promptly and fairly.

Product Quality:

Our extracts are extremely pure and thick, which is why we occasionally suggest warming the cart (e.g., with a lighter) to improve flow. This is common practice for high quality, non synthetic distillate. That said, it shouldn't cause leaking or coil burn if handled properly.

Usage Issues:

If the oil is consistently sticking or burning, it can point to misuse, incompatible hardware, or improper storage. Thousands of customers have used these carts without issue, and our reviews reflect that (99%+ positive).

That said, calling the product “not fit for purpose” without contacting us earlier or giving proper handling a fair attempt isn’t exactly reasonable. We’re always happy to support our customers, but that support goes both ways.

If you’re looking for synthetic, runny carts that don’t need warming that’s not what we offer. Ours are thick because they’re authentic, and that comes with handling requirements at times based on your setup.

Posting on our wall after leaving the negative review anyway isn't going to make your case any better.

So what you are saying, publicly is that you went through them 1 by 1, took you a whole entire month and didn't come to us to inform us on the first instance?

Anyone reading this can see where that is going.

Depends how long? The Dispute tab appears on your order page 10 days after placing the order and a dispute time window will be shown at the top of the page. You should always try and stay in this time window.
If it has expired you are out of the process but can still raise a Late Dispute.
Check you order page and then I'll explain how to raise a Late Dispute if required.

Go to the vendors page and start a new topic with the title Late Dispute.
In the text put today’s date, order date, order number and brief reason for dispute.
It will be picked up from there…

If you review an item is it true you can’t then dispute it? I feel like this isn’t fair but read on a review just now that you can’t dispute if reviewed

You can still dispute after you have reviewed…

Hi I reviewed an item and it has now disappeared from my orders page, I’ve never had to open a dispute before, any help/advice please on how I can do this now that the order can’t be seen any longer? Thank you for your time

Hi,
Even once reviewed an order will stay on your order page for at least 45 days before auto deletion, although the dispute option will time out. Even if your left margin shows '0 Orders' this means no orders awaiting a review. Click on it anyway and you'll see your historic orders that are yet to auto delete. You will need your order number and date.

You then need to open a Late Dispute.Go to the vendors page and open a topic with the title 'Late Dispute'. In the text show todays date, the date of the order and the order number. Then briefly say why you are disputing. It will be picked up from there. Good luck.

Thank you that makes sense to me. The order was received just last week, would I still title it as a “late dispute”

Double check for the Dispute tab on your order page- it won’t appear until 10 days after your order was marked as Sent. The dispute time window is shown at the top of the page. You only need the late dispute process once this has expired.

Thank you