Overview At Dank Retail, customer satisfaction is our priority. However, due to the nature of cannabis products and applicable state regulations, we maintain strict policies regarding returns and refunds to ensure product safety, quality, and legal compliance. Please read this policy carefully before making a purchase. By placing an order with Dank Retail, you acknowledge and agree to the terms outlined in this Return and Refund Policy.
General Return Policy
No Returns on Cannabis Products In accordance with state cannabis regulations and health and safety standards, we CANNOT accept returns of cannabis products once they have left our facility. This no-return policy applies to:
● All flower products
● All concentrate products (hash, badder, live resin cartridges)
● All pre-roll products
● Any opened or used products
● Products purchased during promotional periods or at discounted prices Reason: Once cannabis products leave our secure, licensed facility, we cannot verify their storage conditions, handling, or whether they have been tampered with. Accepting returns would compromise product safety and violate regulatory requirements.
All Sales Are Final All purchases are final unless they fall under the specific exceptions outlined in Section 3 below.
Exceptions and Eligible Refunds We will consider refunds or exchanges ONLY in the following circumstances:
Defective Products If you receive a product that is genuinely defective, we will work with you to resolve the issue. Defective products include:
● Mold or Contamination: Visible mold, mildew, or contamination
● Manufacturing Defects: Cartridges that don’t function, severely damaged pre-rolls
● Quality Issues: Product significantly different from description (e.g., completely different strain, wrong potency level) Requirements:
● Must be reported within 24 hours of delivery or pickup
● Original packaging must be intact
● Photographic evidence required
● Product must not have been consumed
Wrong Product Delivered If we shipped or provided the incorrect product:
● Wrong strain delivered
● Wrong quantity (e.g., ordered 7g, received 3.5g)
● Wrong product type (e.g., ordered flower, received pre-rolls) Requirements:
● Must be reported within 24 hours of delivery or pickup
● Original packaging must be unopened and intact
● Photographic evidence required
Damaged During Shipping If your product arrives visibly damaged due to shipping:
● Broken packaging
● Crushed or destroyed pre-rolls
● Leaked concentrate containers
● Damaged cartridges Requirements:
● Must be reported within 24 hours of delivery
● Photograph the damaged package and contents before opening
● Do not discard packaging materials 3.4 Missing Items from Order If items are missing from your order: ● Ordered items not included in package
● Partial fulfillment without notification Requirements:
● Must be reported within 24 hours of delivery or pickup
● Provide order number and photographic evidence
How to Request a Refund or Exchange
Contact Us Immediately If you believe your order qualifies for a refund or exchange under Section 3: Within 24 Hours of Receipt:
● Email: support@dankretail.com with subject line “Refund Request – Order #[Your Order Number]”
● Phone: [Insert Phone Number] during business hours
● In Person: Visit our location with the product and receipt
Required Information Include the following in your refund request:
● Order number
● Date of purchase
● Product name(s) and quantity
● Detailed description of the issue
● Clear photographs showing: ○ Product packaging (unopened) ○ The defect or issue ○ Shipping box (if applicable)
● Your contact information
Review Process Our team will: 1. Review your request within 1-2 business days 2. May request additional information or photos 3. Determine eligibility based on this policy 4. Provide resolution options if approved
Resolution Options If your refund request is approved, we may offer:
● Full Refund: Return of payment to original payment method
● Store Credit: Credit toward future purchases (may include bonus credit)
● Replacement Product: Exchange for the same product or equivalent value
● Partial Refund: For partially defective orders
Order Cancellations
Before Processing You may cancel your order for a full refund if:
● Order has not yet been prepared or shipped
● Cancellation request is made within 1 hour of order placement To Cancel: Contact us immediately via phone or email with your order number.
After Processing Once an order has been:
● Prepared for pickup
● Shipped for delivery
● Marked as “Out for Delivery” Cancellation is not possible, and the standard no-return policy applies.
Refused Deliveries If you refuse delivery or do not retrieve your order:
● No refund will be issued
● Product cannot be resold and will be disposed of according to regulations
● You are responsible for the full order amount
Refund Processing
Approved Refunds If your refund is approved: Timeline:
● Refund initiated within 3-5 business days of approval
● Credit to your account may take 5-10 business days depending on your financial institution Method:
● Refunds issued to the original payment method only
● We cannot refund to a different card or payment method
Store Credit If you choose store credit:
● Credit applied to your account immediately upon approval
● No expiration date
● Can be used for any future purchases
● Not redeemable for cash
Shipping Costs
● Original shipping fees are non-refundable unless we made an error
● Return shipping costs (if return is required) are the customer’s responsibility unless the error was ours
Product Inspection Upon Delivery/Pickup
Inspect Immediately IMPORTANT: Inspect your order immediately upon receipt. For Deliveries:
● Examine packaging for damage before accepting
● Check order contents against your receipt
● Report any issues to the delivery driver if possible For In-Store Pickup:
● Verify your order before leaving the premises
● Check products match your receipt
● Ask staff if you have questions
Why Immediate Inspection Matters The 24-hour reporting window exists because:
● Product condition can change rapidly once it leaves our facility
● Immediate reporting helps us identify shipping or handling issues
● Prevents fraudulent claims
● Allows us to address problems with suppliers or carriers quickly
Quality Assurance
Our Commitment Every product is inspected before leaving our facility to ensure:
● Proper packaging and labeling
● Accurate weight and quantity
● Quality standards are met
● Regulatory compliance
If You’re Unsatisfied If you’re dissatisfied with a product that doesn’t qualify for a refund:
● Contact us with feedback so we can improve
● We may offer store credit or discounts on future purchases as a goodwill gesture
● Your feedback helps us maintain quality standards
Promotional and Bulk Purchase Policies
Promotional Items Products purchased during promotions (e.g., “Buy 5 Pre-Rolls, Get 1 Free”):
● Subject to the same return policy
● Free items are not eligible for individual refunds
● If the qualified purchase is refunded, promotional items must be returned
Bulk Purchases Bulk orders (14g, 28g quantities) or bulk pre-roll packages:
● Same return policy applies
● Partial refunds not available (e.g., if you purchase 28g, we cannot refund for 7g)
● Order must be returned in full if eligible for refund
Medical vs. Recreational Customers This Return and Refund Policy applies equally to both medical and recreational customers. State regulations prohibit returns regardless of customer type. Medical Patients: If you have specific medical needs or concerns about product suitability, please consult with our staff before purchasing.
Fraud Prevention
Abuse of Policy We reserve the right to refuse refund requests if we suspect:
● Fraudulent claims
● Pattern of repeated refund requests
● Abuse of our goodwill policies
● Misrepresentation of product condition
Account Suspension Accounts that abuse the refund process may be:
● Flagged for review on future orders
● Required to inspect products in-store before accepting
● Suspended or terminated from our service
Damaged or Lost Shipments
Carrier Responsibility For shipped orders: Damaged in Transit:
● Report within 24 hours with photos
● We will file a claim with the carrier
● Replacement or refund provided upon claim approval Lost Packages:
● Report if package doesn’t arrive within expected delivery window
● We will investigate with the carrier
● Resolution provided once carrier confirms loss
Delivery Address Errors If you provide an incorrect delivery address:
● We are not responsible for lost or stolen packages
● No refund or replacement will be provided
● Verify your address carefully before submitting orders
Stolen Packages If your package is marked as delivered but you didn’t receive it:
● Contact us immediately
● We may require a police report
● Resolution determined case-by-case
● Consider requiring signature confirmation on future orders
Age Verification Failures If you cannot verify your age at delivery:
● Order will be returned to our facility
● You may reschedule delivery with proper ID
● No refund for failed delivery due to age verification
Storage and Product Care
Customer Responsibility Once products are in your possession, proper storage is your responsibility:
● Store in cool, dark, dry place
● Keep in original packaging when possible
● Use airtight containers for flower
● Store cartridges upright
Improper Storage We cannot accept returns or provide refunds for products that have:
● Dried out due to improper storage
● Been contaminated due to poor storage conditions
● Degraded in quality after purchase
● Been stored beyond recommended timeframes
15. Regulatory Compliance This Return and Refund Policy complies with:
● [State] cannabis regulations
● Health and safety codes
● Track-and-trace requirements
● Waste disposal regulations Legal Requirement: Cannabis products that are returned (in eligible cases) must be destroyed according to state regulations and cannot be resold.
16. Exceptions and Discretion
16.1 Management Discretion While this policy outlines our standard procedures, management reserves the right to:
● Make exceptions in extraordinary circumstances
● Offer goodwill gestures for customer satisfaction
● Modify resolutions on a case-by-case basis
16.2 Not a Waiver Any exception made does not constitute a waiver of this policy for future transactions.
17. Contact Information For refund requests, questions, or concerns: Dank Retail Customer Service Email: support@dankretail.com Phone: [Insert Phone Number] Hours: [Insert Business Hours] Address: [Insert Physical Address] Response Time: We aim to respond to all inquiries within 24 hours during business days.
18. Changes to This Policy We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services constitutes acceptance of any changes. Last Updated:
19. Additional Terms
19.1 Complete Agreement This Return and Refund Policy should be read in conjunction with:
● Our Terms of Service
● Privacy Policy
● Product descriptions and specifications
19.2 Severability If any provision of this policy is found to be unenforceable, the remaining provisions will remain in full effect.
19.3 Legal Advice Disclaimer This policy should be reviewed by legal counsel familiar with cannabis regulations in your jurisdiction. Ensure compliance with all applicable state and local laws.
20. Customer Satisfaction Commitment While we maintain strict return policies for legal and safety reasons, we are committed to your satisfaction:
✓ Quality Assurance: Every product is inspected before sale
✓ Accurate Descriptions: We provide honest, detailed product information
✓ Expert Guidance: Our staff can help you choose the right products ✓ Responsive Support: We address concerns quickly and professionally
✓ Fair Resolution: We work with customers on legitimate issues Your trust matters to us.
We want every purchase to meet your expectations. By making a purchase from Dank Retail, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.