The return policy is in the returns & refunds policy and the terms of service — here’s the plain-English version, because the “what can I actually get back” question is the one the policy page’s structure buries.
What’s Returnable (The Three Yeses)
- Unopened product, in the window. The sealed, unopened product (the gummy jar unopened, the device unactivated, the preroll pack unopened) within the return window (the policy states it — check the policy page for the current window) is the standard return: the refund or the replacement, the customer’s choice where the policy allows.
- Damaged in transit. The “the jar arrived cracked / the device arrived dented / the pack arrived torn” case — the carrier-damage claim is the one where the photo matters (the damage photo at the door, before the product touches the shelf), and the replacement or refund is the standard resolution. The shipping policy covers the carrier layer.
- Wrong item shipped. The “I ordered the 15ct and the 96ct arrived” case — the our-error return: the replacement ships, the return shipping is on us, no question. The support team handles it directly.
The Health-Safety Limit (The One No-That’s Structural)
Opened consumable product is not returnable — and it’s not a policy choice, it’s the food-safety one. An opened gummy jar, an activated device, or an opened preroll pack is a product that’s been in the air (and possibly in a mouth), and the resale/reshipment of opened consumable product is the food-safety line the category doesn’t cross (the same standard the sealed-pack rule in the storage guides exists to protect). The “I opened it and I don’t like it” case is the one the policy can’t refund — and the first-product guide‘s first-size recommendation (the 15ct, not the 96ct) is the practical protection against the “I opened the big one and it’s not for me” case.
The Process (The Three Steps)
- Contact support with the order number — the contact page or [email protected]; the order number + the issue (the “unopened / damaged / wrong item” classification) + the photo for the damage case. The FAQ and the policy page are the references for what each category covers.
- The authorization — the return authorization (the RMA number, the shipping instructions where a return shipment is needed) is the one that has to come before the product ships back — the un-authorized return is the one that can’t be matched to an order, and the “I just mailed it” case is the one that takes the longest to resolve.
- The resolution — the refund to the original payment method (the processing window is the card/bank’s, the policy page states our side’s), or the replacement shipment (the “the same product, the new batch” version — the replacement batch’s COA is on the lab reports page like any other).
The Related Policies (The Ones That Apply Around the Return)
- The shipping policy (the shipping policy): the restricted-jurisdiction cancellation + full refund (the state-law-change case — the “your state banned it mid-shipment” resolution is the automatic refund, no return needed), and the carrier-damage layer.
- The 21+ standard (the age FAQ): the return process includes the same age verification as the purchase — the RMA’s completion is the 21+ recipient’s job, the same as the delivery’s.
- The batch traceability (the batch code guide): the return’s batch code is the one that identifies the specific production run — the “the whole batch is the problem” case (the rare one) is the one where the batch code does the recall-integrity work, and the quality standard is the reference for the fail-and-hold discipline.
The bottom line: the unopened/damaged/wrong-item triad is the returnable set, the opened-consumable limit is the food-safety one, and the process is the contact → authorization → resolution sequence with the order number as the key. The full policy: the returns & refunds policy; the questions the policy page doesn’t answer: support and the FAQ.