Broken Pre-Roll — Responding When a Retailer Has Refused the Exchange

Broken Pre-Roll — Responding When a Retailer Has Refused the Exchange

Pure Sun Farms takes full responsibility for pre-roll products that are found to be physically broken or damaged upon first opening, provided the damage was not caused by the customer. When a retail partner has refused to assist the customer, EcoServe resolves the matter directly. This article defines the correct response and the information required to process a resolution in these cases.

Company Position

When a retailer declines to exchange or refund a defective product, the customer does not need to return to the store. Pure Sun Farms will resolve the complaint directly through EcoServe. The response must make this clear to the customer in the first reply.

What the Customer Must Provide

Before a resolution can be processed, the following must be received from the customer:

  • Clear photographs of the broken pre-roll inside the original packaging
  • Proof of purchase (receipt or order confirmation)
  • Retailer name and location
  • Full name and email address for resolution delivery

What the Customer Is Entitled To

If the damage is confirmed as a product defect and not caused by customer handling, the customer is entitled to either a replacement product or store credit. The resolution is processed once all required documentation has been received and reviewed.

How to Respond

The first response must include all of the following:

  • An acknowledgment that the retailer refusal was an additional inconvenience
  • A clear statement that the customer does not need to go back to the store
  • A list of the four items required to process the resolution
  • A confirmation that the resolution will be issued promptly once documentation is received

What Not to Do

  • Do not redirect the customer back to the retailer under any circumstances
  • Do not request information beyond what is listed above
  • Do not issue a resolution before the photograph and proof of purchase have been received

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