This article is for customers who have experienced poor burn quality from a Pure Sun Farms pre-roll, including issues such as canoeing (uneven burning on one side), burning too quickly, large chunks of unburned material, or an otherwise unsatisfactory smoke session. We understand how disappointing a poor experience can be, and this guide explains your options.
Canoeing refers to a situation where a pre-roll burns unevenly along one side, creating a canoe or boat shape as the paper burns faster than the cannabis inside. This can be caused by uneven packing density, environmental conditions such as wind or humidity, or inconsistent rolling during manufacturing. While some burn imperfections are preventable by the consumer, canoeing caused by a manufacturing defect is a valid product quality complaint.
The following factors may contribute to a poor burn experience:
- Manufacturing defect: Uneven packing density or improperly rolled cones.
- Storage conditions: Pre-rolls stored in overly dry or humid environments may burn poorly.
- Environmental factors: Wind, airflow, and ambient temperature during smoking can affect the burn.
- Consumer technique: How and how fast a pre-roll is lit can affect the initial burn pattern.
If you believe the issue is related to manufacturing rather than storage or technique, you are encouraged to file a complaint.
To report a poor burn quality experience:
1. Note the product name, lot number (found on the packaging), and date of purchase.
2. If possible, take a photograph of the product during or after the issue.
3. Retain the original packaging.
4. Contact Pure Sun Farms customer support via the EcoServe platform or the support email on the packaging.
5. Describe your experience in detail: when the issue occurred, what you noticed, and how it affected your experience.
Your feedback is valuable to our quality assurance team and helps prevent similar issues in future batches.
Pure Sun Farms will review complaints regarding poor burn quality on a case-by-case basis. Compensation may include a replacement product, store credit, or a discount on a future purchase. We do not guarantee refunds for products that have been used, but we take every complaint seriously and will work to find a fair resolution. Proof of purchase and product information (lot number, SKU) are required to process your complaint.
We recommend storing pre-rolls in a cool, dry environment in an airtight container when not in use to preserve quality and ensure an optimal burn experience. If you continue to experience issues across multiple products from the same batch, please mention this in your complaint, as it may indicate a batch-level quality concern.