Refund and Return Policy
Refund and Return Policy
Last Updated: March 2026
1. General Policy
Due to the strict regulations governing the sale of cannabis in Ontario, all sales of cannabis products are considered final. Cannabis products cannot be resold or restocked once they have left our store or been delivered to a customer. This policy exists to comply with Health Canada guidelines, the Cannabis Act, and Ontario provincial regulations, and to ensure the safety and integrity of all products we sell.
We strongly encourage customers to review product descriptions, consult with our knowledgeable staff, and ask questions before completing a purchase.
2. Exceptions: When Returns or Exchanges Are Accepted
Highlife Cannabis may offer a refund or exchange under the following circumstances:
Defective or Contaminated Products: If a cannabis product shows visible signs of contamination (such as mould), has a quality defect, or does not meet expected safety standards, we will accept a return and offer an exchange or refund.
Product Recalls: In the event of a product recall issued by Health Canada, the Ontario Cannabis Store (OCS), or a licensed producer, we will accept the return of affected products regardless of whether you have your original receipt or the original packaging has been opened. Recalled products will be refunded in accordance with our recall procedures.
Incorrect Product: If you received a product that differs from what you ordered or purchased (wrong strain, wrong format, wrong size), please contact us or return to the store with your receipt and the product in its original packaging. We will correct the order by providing the correct product or issuing a refund.
Defective Accessories: Accessories such as vaporizers, cartridges, and battery products that are defective upon purchase may be returned with proof of purchase within 15 days for an exchange or refund.
Delivery Errors: If an item is missing from your delivery order or an incorrect product was delivered, please contact us within 24 hours of receiving your order. We will arrange for a replacement or refund.
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or used cannabis products (dried flower, pre-rolls, edibles, concentrates, vapes, beverages, topicals, or capsules) unless defective or contaminated
- Partially consumed cannabis products
- Cannabis seeds (germination success is not guaranteed and is not considered a defect)
- Used accessories (grinders, rolling papers, pipes, lighters) unless proven defective
- Products purchased on clearance or promotional pricing, unless defective
4. How to Request a Return or Refund
If your purchase qualifies for a return or refund under this policy, please follow these steps:
In-Store Purchases: Bring the product (in its original packaging, where possible), along with your receipt or proof of purchase, to the Highlife Cannabis location where the purchase was made. Our staff will assess your request and process any eligible return, exchange, or refund.
Online / Delivery Orders: Contact us by email at info@highlifecannabis.ca or by phone at the store location that fulfilled your order within 24 hours of receiving your delivery. Please provide your order number, a description of the issue, and photos if applicable. If your return is approved, we will provide instructions for returning the product.
All return requests are handled on a case-by-case basis with the goal of ensuring customer satisfaction while maintaining compliance with Ontario's cannabis regulations.
5. Refund Processing
Approved refunds will be processed using the original payment method. If you paid by debit or credit card, the refund will be applied to the same card. If you paid with cash, a cash refund will be provided in store.
Please allow 3 to 5 business days for refunds to debit or credit cards to appear on your statement. Delivery fees are non-refundable unless the return is due to an error on our part (incorrect or missing product).
6. Adverse Reactions
If you experience an adverse reaction to a cannabis product purchased from Highlife Cannabis, please contact the store where the product was purchased immediately. We will assist you in initiating a product quality investigation through the Ontario Cannabis Store (OCS) and the licensed producer. Your health and safety are our highest priority.
7. Proof of Purchase
A valid proof of purchase (receipt, order confirmation, or transaction record) is required for all return and refund requests. If no proof of purchase is available, returns will be assessed at our discretion and may be processed at the current selling price.
8. Contact Us
If you have questions about this policy or need to report an issue with a product, please reach out to us:
Email: info@highlife.ca
Phone: Contact your local Highlife Cannabis store directly
In Person: Visit any Highlife Cannabis location