Cannabis has different rules than other products. Here's what the policy is, why it works the way it does, and what you can actually expect.
Under Canadian cannabis regulations, opened cannabis products cannot be physically returned to a retailer once purchased. This isn't a store policy — it's a regulatory requirement that applies across the country and to every licensed producer.
What it means in practice: the fix for a defective product doesn't come in the form of a return. It comes in the form of a resolution — replacement, credit, or refund — based on what happened and what we find when we look into it.
Defective products qualify. That means pre-rolls that arrived broken or physically damaged before first use, pre-rolls with a manufacturing defect that made them genuinely unusable, and products where something was clearly wrong from the moment you opened the package.
What doesn't qualify: a product that worked as intended but didn't meet your expectations, or damage that happened after you took it home.
Complaints need to come in within 30 days of purchase. After that, we'll still look at it, but resolution isn't guaranteed. Hold onto your packaging until you're sure the product is what you expected — the lot number on the back is what makes a quality investigation possible.
Depending on what happened and what we find, we can offer a replacement product, store credit, or in certain cases a refund through the original point of purchase. The right answer depends on the situation — but a valid complaint on defective product won't be left without one.