Pure Sun Farms Pre-Roll Return and Exchange Policy

Pure Sun Farms Pre-Roll Return and Exchange Policy

Overview

This article outlines the official return and exchange policy for Pure Sun Farms pre-roll products purchased through licensed retail partners. This policy applies to complaints involving defective, damaged, or poor-quality products. It is intended as a reference for both customers and agents.


General Policy

Due to the nature of cannabis products and applicable provincial and federal regulations, Pure Sun Farms does not accept physical returns of cannabis products once they have left the retail point of sale. However, this does not mean customers are without recourse. Customers who receive defective, damaged, or poor-quality products may be eligible for replacements, account credits, or in limited cases, refunds processed through the retailer.


Eligibility for Exchange or Compensation

Customers may be eligible for compensation or exchange in the following situations:

- Product was physically broken or structurally damaged upon opening

- Product exhibited a confirmed manufacturing defect (e.g., severely uneven packing causing canoeing)

- Product did not match label descriptions in a material way

- Product was purchased and found to be the wrong item due to a packaging error


Customers are not eligible for compensation in cases where:

- The product was damaged after purchase due to mishandling

- The customer simply did not enjoy the product

- The product was stored improperly prior to use


Timeframe for Complaints

All complaints must be submitted within 30 days of purchase. Complaints submitted after 30 days will be reviewed on a case-by-case basis but are not guaranteed a resolution. Proof of purchase is required for all complaints regardless of timeframe.


How to Request an Exchange or Compensation

Customers should:

1. Retain the original packaging, including lot number and SKU.

2. Gather proof of purchase (receipt, bank statement, or retailer order confirmation).

3. Take photos of the defective product.

4. Contact Pure Sun Farms support through EcoServe or the support email listed on the packaging.

5. A support agent will review the complaint and respond within 3 business days.


Retailer Obligations

Retail partners are required under their retailer agreement to handle first-line complaints and offer exchanges for clearly defective products. If a retailer refuses to assist, customers should contact Pure Sun Farms directly. Retailer refusals are tracked and subject to compliance review.


Notes

This policy is subject to change. Always verify the current policy version in the Zoho Desk knowledge base before quoting specific terms to customers.


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