This article outlines the policy and process for handling complaints where a customer has received a pre-roll that was physically broken or damaged upon first opening. This situation may occur due to improper packaging, transit damage, or manufacturing defects. Agents and customers should follow this guide to ensure a fair and consistent resolution.
Pure Sun Farms is committed to delivering quality products to every customer. If a pre-roll is found to be physically broken or structurally compromised at the time of first opening — and the damage is not the result of consumer mishandling — the customer is entitled to a resolution in accordance with this policy. Retailers who refuse an exchange for a defective product are in violation of their retailer agreement and should be reported.
If you have received a broken pre-roll, please follow these steps:
1. Do not discard the product or packaging. Retain all original materials, including the box, sleeve, and broken pre-roll.
2. Take clear photographs of the damage, showing the product inside the original packaging before and after opening.
3. Note the retailer name, date of purchase, and your receipt or proof of purchase.
4. Contact Pure Sun Farms customer support through the EcoServe platform or by emailing the support address listed on the packaging.
5. Submit your complaint with all photographs and purchase information attached.
If your retailer refused an exchange, include that information in your submission. You are not required to return to that retailer for resolution. Pure Sun Farms may issue compensation or replacement directly.
When receiving this type of complaint, agents must:
- Acknowledge the complaint and apologize for the customer experience.
- Verify that the damage was present at time of opening and was not caused by the customer.
- Request photo evidence and proof of purchase.
- Log the complaint in Zoho Desk under Category: Product Quality > Sub-Category: Physical Defect.
- Escalate to the Quality Assurance team if photos confirm a manufacturing defect.
- Offer a replacement product or account credit per the current compensation tier.
- Document the retailer name if a refused exchange was reported, and flag to the Retailer Relations team.
Subject to evidence review, the following resolutions may be offered: (1) Replacement product shipped directly to customer; (2) Store credit or discount on next purchase; (3) Full refund processed through the original point of purchase. Agents do not have authorization to offer cash refunds directly. All refund requests must be escalated to a Tier 2 agent or supervisor.
Complaints involving retailer refusals should be tracked for trend analysis. Repeated refusals by the same retailer should be escalated to the Retail Compliance team. Customers should be reassured that their complaint will be taken seriously regardless of retailer behavior.