We grow BC bud we're genuinely proud of. When a product doesn't deliver — broken, malfunctioning, or defective — we don't expect you to accept that and move on. Here's how compensation works across different types of issues.
Pure Sunfarms products are grown and packed in Delta, BC with a level of care that should make its way to every customer. When that breaks down — when a pre-roll arrives snapped, a vape gives out mid-oil, or a retailer lets you down on a defective return — there's a resolution available to you.
We don't score points by making compensation hard to get. If the product failed, say so. That's what this process is for.
Compensation isn't one-size-fits-all. The right outcome depends on what the issue was, what the evidence shows, and what makes sense given the situation. Below is a breakdown of how we approach each type of complaint.
All timelines run from when we receive your submission — not from when the complaint is filed. Incomplete submissions take longer. Getting us the lot number and proof of purchase upfront is the fastest path to a resolution.
A pre-roll that arrives physically broken — cracked, crushed, or structurally compromised before it was ever lit — is a clear product defect. We'll offer a replacement or store credit once we've reviewed the photo and lot number. If your retailer refused the exchange, come to us directly. You don't need them to get a resolution.
A pre-roll that canoes badly, burns through in minutes, or falls apart during a session may have had a packing or manufacturing issue. We review these on a case-by-case basis. The more specific you can be — what happened, when, across how many pre-rolls from the same lot — the more we can do with it. Replacement or store credit are the standard outcomes on confirmed quality issues.
If your disposable vape quit before the oil was gone and the failure wasn't caused by physical damage, water, or extreme heat, that's a product defect. A photo or short video of the device not activating, along with the lot number and proof of purchase, is what we need to review it. Replacement device or equivalent store credit are the options here.
Retailers who carry Pure Sunfarms products are expected to handle first-line complaints on defective items. If yours didn't, contact us directly. We'll resolve it from our end and follow up with the retailer separately. A refusal on valid defective product isn't the end of the road — it just means we handle it instead.
We'll be straight about this. Compensation isn't available for products that worked as intended but didn't meet your expectations, experiences that came down to environmental conditions rather than product failure, or damage that happened after purchase — drops, water, heat exposure, or incompatible chargers.
If you're not sure which side of that line your situation falls on, reach out anyway. We'll help you figure it out honestly.
Every compensation claim needs at minimum: the lot number from the product packaging, a description of what happened, and your proof of purchase. Photos or video are strongly encouraged — they speed things up significantly. Without a lot number, resolution is slower but not impossible.
Submit through EcoServe or the support contact printed on your packaging.
We follow up on every submission within three business days. More complex claims — those flagged for quality assurance review, or those involving batch-level investigation — may take longer. If that's the case, we'll tell you and give you a realistic timeline.
We don't leave complaints open indefinitely. If we need more information from you, we'll ask within that three-day window.
We stand behind what we grow. If a product let you down through no fault of your own, there's a path to a resolution. Reach out, tell us what happened, and we'll take it from there.