Return & Exchange Policy

We want you to feel satisfied and happy with your shopping experience at TrueCanna. With that philosophy in mind, we handle returns and exchanges case by case. Please read the following carefully before contacting us for a return or exchange request.

Return & Exchange Period

We gladly accept returns of unopened, unused, undamaged, or defective items purchased on our website for a refund or exchange within 30 days of original purchase. If a non-defective item is opened and used, we will not accept it back under any circumstances and they are not subject to a refund for sanitary and safety reasons. For unopened or unused items, we will accept the return with no restocking fees. For manufacturer defects on the original item, there will be no service fees. Please see return shipping cost below.

Return & Exchange Process

If you would like to submit a request for refund, replacement or exchange, please contact us at [email protected]. Please provide your FULL NAME on the order, ORDER #, PHONE NUMBER, and REASONS for the return. We may request additional information, pictures or video proof of the issue if needed. If the return is approved, you will receive further instructions on returning the package. Replacements are going to be shipped out after we receive the defective item back at our warehouse.

Return Shipping Costs

In regards to the cost of shipment for returns, customers are responsible for the costs to ship the items back to us. Once we receive the items and approve the return, we will bear the shipping costs for the replacement items or issue the payments of the product if it is for a refund. ALL SHIPPING CHARGES ARE NON REFUNDABLE. If you received wrong items, you will be provided a return shipping label to return the erroneous items. If you are unable to print a return shipping label, we may issue a store credit for the amount you spend on returning the erroneous items.

Refund Process

Refunds may be issued back to the original payment (Credit card, debit card, etc) or as store credit. TrueCanna is not responsible for refunds to a Prepaid Card in the event the cardholder no longer has possession of.

Please email us at [email protected] for further assistance.

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