1. Overview
We take care that products are accurately described, packed securely, and fulfilled from member inventory. Because of the nature of cannabis-related and consumable goods, returns are limited for hygiene, safety, and legal reasons.
2. What we generally cannot accept back
- Opened or partially used products.
- Change of mind, incorrect variety preference, or “did not like the effect” after delivery.
- Orders that were successfully delivered to the address you provided.
- Items damaged after risk has passed to you (see shipping policy).
3. When we will help
Contact us as soon as possible if:
- Wrong item - you received a different product or variant than ordered.
- Missing items - the pack is incomplete versus your order confirmation.
- Damaged in transit - packaging or product is clearly damaged on arrival (photos help).
- Non-delivery - courier confirms loss or failure after dispatch, through no fault of yours.
- Quality defect - reasonable evidence of a product fault present at fulfilment (assessed case by case).
4. How to request support
- Message us via Contact or WhatsApp for your store, with your order number, photos if relevant, and a short description.
- Report issues ideally within 48 hours of delivery (or of the expected delivery date if the order never arrived).
- Keep the original packaging until we confirm next steps - we may need it for courier claims.
5. Remedies
Where a claim is accepted, we may at our discretion offer one or more of:
- Replacement of the same or equivalent product (stock permitting).
- Store credit / loyalty adjustment on your member account.
- Partial or full refund of the affected line items to your original payment method.
Shipping fees are only refunded when the failure is attributable to us or our courier and the order could not be fulfilled.
6. Refund timing
Approved refunds are processed after investigation. Card or wallet refunds typically appear within several business days depending on your bank or provider. We will confirm when a refund has been initiated.
7. Cancellations before dispatch
If you need to cancel before the order is prepared or handed to a courier, contact us immediately. Once dispatched, cancellation is generally not available and the returns rules above apply.
8. Abuse
Repeated or fraudulent claims may result in refused remedies and, in serious cases, suspension of membership under our terms.
This policy should be read with our Terms and Shipping policy. It does not limit any non-waivable rights you may have under South African consumer law where those rights apply to our membership model.