Our policy lasts 15 days. If 15 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Perishable goods, Gift Cards, Personal Use items like Vaporizers, and Sale/Clearance Items cannot be returned.
To complete your return, we require you to contact us via email to inform us of the issue and for us to issue you Return Authorization. If we authorize your return then we require your return package to include identifying information and proof of purchase in the form of a receipt or invoice from our store.
Please do not send your purchase back to the manufacturer (unless your return does not meet our requirements by, for example, being even slightly used and under Manufacturer warranty, in which case please contact the manufacturer for information about how they require you to proceed). Warranty services are exclusively between purchaser and manufacturer (not us).
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed in the form of your original method of payment (or a method agreed-upon by both parties).
Late or missing refunds
If you haven’t received a refund from us when expected after being informed that a refund has been sent by us to you, please:
- first check your bank account (again) and confirm that the dollar amount has not been deposited without notification.
- next contact your bank. There is often some processing time before a refund is posted, or a reason on your bank's end that is causing a delay in processing.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com and we will dig into things further from our end.
Only regular priced and non-perishable items may be refunded, unfortunately sale / clearance and perishable items cannot be returned or refunded. Nor, as also mentioned above, can perishable goods, gift cards, or personal use items like Vaporizers (items that one puts their mouth on, and that are often sold counterfeit elsewhere) - it'd be like taking back underwear that may have been worn.
We can only replace items if they are defective or damaged. If you need to exchange something for the same item, please send us an email at firstname.lastname@example.org and we'll figure things out with you. When you've received Authorization for your Return from us, please mail your item to: Toronto Hemp Company, 665 Yonge St, Toronto ON M4Y1Z9, Canada (Phone: 416-920-1980)
If you are seeking a return/refund/exchange for reasons outside of our control (eg. if you didn't pick your package up at the post office and it was sent back, or you made a mistake in your address, or any other reason through no fault of ours) then you will be responsible for paying for your own shipping costs for returning your item AS WELL AS those costs we incurred to ship the item to you (even if shipping was 'free' for your purchase). Shipping costs are non-refundable. Further, Canada Post and other couriers generally charge us a second shipping charge if they are forced to return a package to us - we are charged both to ship the package out to you and then for them to return it back to us if you don't pick your package up or you miss or refuse your delivery and it's sent back to us, for examples. If you receive a refund, all cost of shipping that we incur and that are outside of our fault/control will be deducted from your refunded amount. Some item returns may be subject to a restocking fee (generally 15-25%) if sent back to us without authorization or with the need for out-of-the-ordinary effort on our part to return it to our shelves or supplier - Special Orders, large-quantity orders or heavy-weight items, or those that need to be re-packaged, and under other circumstances at our sole discretion may be assessed a reasonable restocking fee, so please obtain our thorough and informed authorization before sending back or refusing any delivery.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.