Due North Cannabis CO. has strict policies in place for refunds and exchanges. Only under certain circumstances will a customer be given a refund or exchange.

Refunds will always be given for a customer who got an incorrect or damaged product as long as they have a receipt and/or customer profile as well as the product. The customer profile must be complete with all the necessary information (full name, date of birth, and phone number) in order to verify the customer was the one who purchased. 

In the case where the customer has a customer profile you may search their account for the receipt of the unfit product. If the customer does not have a customer profile, then you will use their receipt to search using the sales identification number (located near the top left of the receipt). 

Under no circumstances will a customer receive a refund without either a customer profile or a receipt as there is no way to verify and refund the purchase in the sales system.

• Note: Returns and exchanges must be handled at the store from which they purchased the product.

When a customer is not satisfied with the situation the first thing you should always do is empathize. We take refunds and exchanges seriously and will do everything we can to handle the situation in a timely fashion. Next, actively listen and get the full story, from the point they purchased the cannabis until the complaint is made.

• Note: Refunds on a credit or debit card may take up to 3-5 business days to be processed.
• Note: To receive a refund/exchange they must physically have the product with them.

Refunds

Staff may give the customer a refund if it falls within the policies below. The customer is obligated to bring in the product and the receipt. If the customer has misplaced their receipt then you can look up their customer profile on Greenline to find it. If the customer does not have the receipt or a profile then there is no way to refund the product.

All Sales are Final. Refunds will only occur for the following situations:

• Vape cartridges (510 and pax) have a 10-day exchange policy.
  • If the cart is broken, leaking, clogged, concentrate is discolored, hardware is malfunctioning (defective).
  • The vape cartridges must be close to full if the complaint is for clogging or hardware malfunction (no less than ¾ full).
  • There must be clear signs of damage to the cartridge (i.e. cracked, leaking, etc.)
• Dry herb vaporizers and other concentrate vaporizers have a 10-day exchange policy.
  • Dry herb vaporizers may be refunded AFTER a designate has contacted the manufacturer to verify that a new unit will be received by DNCC. There will not be an immediate refund issued as the devices are covered by a manufacturer warranty. Due North is happy to contact the manufacturer on behalf of the customer and issue the refund once confirmation is given from the manufacturer/distributor. 
  • If the customer prefers, they may contact the manufacturer on their own time. We can provide a phone number or email address upon request.
• Pre-rolls have a 3-day exchange policy.
  • If they are broken or damaged and the customer claims that the product was in this condition at purchase.
  • If a customer states pre-rolls were missing they may get a return 1-time. Staff must enter a note into their account stating the date on which they received a refund for empty/missing products. If they have already received a refund for this, then the customer must contact the LP or we will do so on their behalf. 
  • If the pre-roll has been burned (with a lighter) or consumed in any way then an exchange/refund will not be issued.
• All flower sales are final. Customers may be encouraged to reach out to the LP or the manufacturer if necessary (Speak with your manager for these situations). 
• Oils, Capsules and Topicals have a 10-day exchange policy.
  • If the container is damaged or the products inside are damaged (i.e. broken capsules or leaky bottle).
  • All capsules must be present and the oil must be ¾ full
• Edibles, Drinks, and Concentrates have a 3- day exchange policy.
  • May only be returned if there is a glaring issue with the product. For example:
    • Foreign matter present
  • The concentrate has deteriorated in its packaging (ex. live resin dried out, shatter liquifying, dark amber/rust discoloration due to degradation, separation of terpenes/cannabinoids s)

Handling Customer Complaints Related to Refunds

• You are required to evaluate the situation on how the customer handles the store’s error. If they are dissatisfied with the mistake then you may give a small discount of 10-15% on their new product for their trouble. If the customer does not wish to use that discount at this time then you may leave a note on their profile as in the example below.
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