Your retailer refused to exchange a broken pre-roll

Your retailer refused to exchange a broken pre-roll

That's not how it's supposed to go. If your retailer turned you away on a defective product, you still have options — and we want to hear about it.


Retailers have obligations on defective product

Every retailer that carries Pure Sunfarms products operates under an agreement that includes handling first-line complaints on defective items. A broken pre-roll — one that arrived damaged before first use — falls squarely in that category.

If a retailer refused to help, that's a gap in how the system is supposed to work.

You don't need them to get a resolution

Come to us directly. Through EcoServe or the support contact on your packaging, tell us what happened — with the retailer and with the product. If you have a photo of the damage, the lot number from the back of the package, and your proof of purchase, include those. They make it easier to move fast.

We'll sort out your resolution from here. You don't need to go back to that store.

What happens on our end

Retailer refusals don't just disappear into a complaint form. We track them. Retailers who consistently turn away customers on legitimate defective product complaints get reviewed by our retail compliance team. It's in everyone's interest — including theirs — that these situations get handled properly at the point of sale.

Your complaint helps us hold that standard.

The short version

You shouldn't have to push hard for a fair outcome on a product that arrived broken. If the retailer made that harder than it needed to be, we're here to make it right.


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