Return & Refund Policy
Last Updated: September 10, 2026
We are committed to providing customers with quality products, secure fulfillment, and a professional purchasing experience. Because cannabis products are regulated and may be subject to health, safety, packaging, and resale restrictions, returns and refunds are handled differently from ordinary retail products. We also understand that your purchase is personal. For that reason, we handle return and refund requests discreetly, respectfully, and confidentially.
Our Return Commitment
Puff Cannabis Dispensary does not accept general returns simply because a customer changes their mind after receiving a cannabis product. However, if you receive an incorrect, damaged, defective, incomplete, or otherwise qualifying order, please contact us promptly.
We will review each situation and determine the appropriate resolution in accordance with our policies and applicable law.
| Situation | Return / Refund Eligibility |
|---|
| Incorrect product received | May qualify |
| Damaged product received | May qualify |
| Defective product | May qualify |
| Missing item | May qualify |
| Order damaged during delivery | May qualify |
| Customer changed their mind | Generally not eligible |
| Unwanted product | Generally not eligible |
| Opened cannabis product | Generally not eligible |
| Used cannabis product | Not eligible |
| Product purchased elsewhere | Not eligible |
| Product without proof of purchase | May not qualify |
Cannabis Product Returns
For safety, quality-control, and regulatory reasons, opened or used cannabis products generally cannot be returned or resold. Customers should not return a cannabis product unless Puff Customer Support has specifically instructed them to do so. If you believe a product is defective, damaged, contaminated, incorrectly packaged, or otherwise unsuitable, contact us before attempting to return it. This allows us to provide appropriate instructions while protecting the privacy and safety of everyone involved.
Damaged or Defective Products
If your order arrives damaged or you believe a product has a defect, contact Puff as soon as reasonably possible. Please provide:
- Your order number
- A description of the issue
- The date you received the order
- Photographs of the exterior packaging or product, when appropriate
| Issue | Recommended Action |
|---|
| Damaged outer package | Contact Puff promptly |
| Damaged product | Contact Puff before disposing of it |
| Defective product | Contact Customer Support |
| Incorrect product | Do not use it; contact Puff |
| Missing product | Contact Puff with your order number |
| Suspected tampering | Contact Puff immediately |
We may request reasonable information needed to investigate the issue.
Please do not mail or ship cannabis products back to Puff unless we specifically provide return instructions and the return is legally permitted.
Incorrect Orders
If you receive a product that does not match your confirmed order, contact us promptly. After reviewing your order information, Puff may offer an appropriate resolution, which may include:
- Replacement
- Store credit
- Refund
- Another legally permitted resolution
- The available resolution may depend on the circumstances and applicable regulations.
Missing Items
If an item is missing from your order, please get in touch with Puff Customer Support. We will compare the order contents with our fulfillment records and investigate the issue. If the missing item is confirmed, we may provide a replacement, refund, credit, or another appropriate resolution.
Refund Eligibility
Refunds are not automatically guaranteed for every return request. Each request is reviewed based on the circumstances surrounding the order.
| Refund Reason | Eligibility |
|---|---|
| Incorrect item | May qualify |
| Confirmed defective item | May qualify |
| Confirmed damaged item | May qualify |
| Missing item | May qualify |
| Duplicate charge | May qualify |
| Cancelled order before fulfillment | May qualify |
| Customer changed their mind | Generally not eligible |
| Product opened or used | Generally not eligible |
| Product purchased from another retailer | Not eligible |
Where a refund is approved, it will generally be issued to the original payment method when technically and legally possible.
Refund Processing
Once Puff approves a refund, processing times may vary depending on the payment method and financial institution involved.
| Refund Stage | Typical Process |
|---|---|
| Request submitted | Customer contacts Puff |
| Review | Order and circumstances are evaluated |
| Decision | Puff confirms whether the request qualifies |
| Refund approved | Refund is initiated where applicable |
| Payment processing | Payment provider processes the refund |
| Funds received | Timing depends on the financial institution |
A refund initiated by Puff may take additional time to appear in a customer’s account because payment processors and financial institutions control the final posting of funds.
Order Cancellations
If you need to cancel an order, contact Puff as soon as possible. Cancellation may be possible before an order enters fulfillment, subject to the circumstances and applicable law. Once an order has been prepared, dispatched, or delivered, cancellation may no longer be possible.
| Order Status | Cancellation |
|---|---|
| Order not yet processed | May be possible |
| Order being prepared | May be possible |
| Order packaged | May be limited |
| Order dispatched | Generally not possible |
| Order delivered | Subject to return/refund eligibility |
Failed or Unsuccessful Delivery
If a delivery cannot be completed because the customer is unavailable, Puff will review the order individually. Depending on the circumstances, the order may be cancelled, rescheduled, returned to the dispensary, or handled through another permitted resolution. Any refund will be subject to applicable law, payment requirements, and the circumstances of the order.
Discreet Return Handling
Your privacy remains important even when something goes wrong with an order. If a return or refund request is approved, Puff will handle the matter with the same discretion we apply to normal order fulfillment. We seek to:
- Keep return communications private
- Limit access to customer information
- Avoid unnecessary disclosure of product information
- Provide return instructions directly to the customer via SMS ir Email
- Handle qualifying complaints professionally and confidentially
- Limit information shared with third parties to what is reasonably necessary
- Customers should never send cannabis products to an address unless Puff has specifically instructed them to do so and the return is legally permitted.
Return Shipping
When a return is approved, Puff will provide specific instructions regarding the appropriate return process. Do not independently ship cannabis products to Puff or another address.
| Circumstance | Return Shipping |
|---|---|
| Incorrect item | Instructions provided if return is required |
| Damaged item | Puff determines appropriate handling |
| Defective item | Puff provides instructions where necessary |
| Customer preference return | Generally not accepted |
| Unauthorized cannabis return | Do not send |
Where a return is approved because of an error attributable to Puff, we may cover reasonable return-related costs where applicable and legally permitted.
Exchanges
Because cannabis products are regulated and may not be suitable for resale after leaving our control, direct product exchanges may be limited or unavailable. When an exchange is not legally or operationally possible, Puff may provide another appropriate resolution, such as a refund or store credit, when permitted.
Products Purchased on Promotion
Promotional, discounted, clearance, bundle, or special-offer products may be subject to additional terms. Unless otherwise stated, promotional pricing does not change a customer’s rights regarding a qualifying defective, damaged, incorrect, or incomplete order.
Store Credit
Where appropriate, Puff may offer store credit instead of a monetary refund. Store credit may be subject to:
- The original order value
- Applicable promotional conditions
- Expiration terms, where legally permitted
- Product availability
- Applicable cannabis regulations
Customers will be informed of the applicable terms before accepting store credit.
Proof of Purchase
To investigate a return or refund request, Puff may request information such as:
- Order number
- Purchase date
- Email address or telephone number associated with the order
- Description of the issue
We request only information reasonably necessary to locate and verify the transaction.
Refunds and Payment Methods
Refund availability may depend on the original payment method. Some payment methods may have restrictions on how refunds can be processed. When the original payment method cannot receive a refund, Puff may provide another legally permitted resolution. Puff does not guarantee that every payment method will support refunds in every circumstance.
No Unauthorized Returns
For safety, regulatory, and security reasons, customers should not:
- Mail cannabis products to Puff without authorization
- Send cannabis products through an unauthorized carrier
- Leave cannabis products at a physical location without instructions
- Give returned products to another person
- Attempt to return products purchased from another business
If you believe an item needs to be returned, contact Puff first.
Privacy During Refunds and Returns
Return and refund requests may require us to access information associated with your transaction. Puff handles this information responsibly and limits access to legitimate business, customer service, security, payment, and compliance purposes. We understand that a return request can reveal information about your purchase. Therefore, we seek to handle these interactions discreetly and avoid unnecessary disclosure.
How to Request a Refund or Return
To request assistance, contact Puff Cannabis Dispensary through:
Email: info@puffcannabisdispensary.com
Phone: +1 (310) 728 5656
Please include your order number and a brief description of the issue. We will review your request and provide the appropriate next steps.
