Refund & Return Policy
Last Updated: September 24, 2026
Grassroots Co. (“Grassroots,” “we,” “us,” or “our”), operated by 1999295 Ontario Inc., is committed to providing customers with legally sourced cannabis products and quality service.
This Refund & Return Policy explains when a return, exchange or refund may be available for purchases made from Grassroots Co.
Due to the nature of cannabis products, product integrity requirements and the regulated nature of cannabis retail in Ontario, cannabis returns are limited. Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Ontario or Canadian law.
1. General Cannabis Return Policy
All cannabis sales are considered final except in the circumstances described in this policy or where otherwise required by law.
We strongly encourage customers to review the product, format, quantity, cannabinoid information and other relevant information before completing a purchase.
Once a cannabis product has been provided to a customer, Grassroots Co. generally cannot accept a return simply because the customer:
- Changed their mind;
- Did not like the product;
- Did not experience the desired effects;
- Purchased the wrong product or format where the correct product was provided;
- Found the product available elsewhere at a different price; or
- No longer wants the product.
Exceptions may be made for defective products, recalled products, incorrect orders, fulfillment errors or other circumstances described below.
2. Defective or Quality-Issue Cannabis Products
If you believe a cannabis product purchased from Grassroots Co. is defective, contaminated, damaged or has a significant product-quality issue, please contact us as soon as reasonably possible.
Examples may include:
- Suspected mould or contamination;
- A vape cartridge or cannabis product that appears defective;
- Broken or improperly sealed packaging at the time of purchase;
- Missing product from a sealed package;
- A product that appears materially different from its labelled contents; or
- Another suspected manufacturing or product-quality defect.
Please retain the product, original packaging and receipt or other proof of purchase, where possible.
We may also request photographs, the product lot number, package date or other information required to investigate the issue.
Depending on the circumstances, the matter may need to be referred to the Ontario Cannabis Store (“OCS”) or the applicable licensed producer.
Where appropriate, Grassroots Co. may provide a refund, replacement, exchange or other resolution.
3. Product Recalls
If a cannabis product sold by Grassroots Co. becomes subject to an official recall, we will follow the recall instructions issued by the appropriate authority, the Ontario Cannabis Store or the applicable licensed producer.
Customers who possess an affected product should discontinue use and follow any instructions contained in the recall notice.
Where applicable, Grassroots Co. will assist customers with the return or resolution of recalled products in accordance with the applicable recall procedures.
Proof of purchase or original packaging requirements may vary depending on the terms of the recall.
4. Incorrect Products
If Grassroots Co. provides you with a product different from the product you purchased or ordered, please contact us as soon as possible.
Examples include receiving:
- The wrong cannabis product;
- The wrong product size;
- The wrong format;
- The wrong quantity; or
- A product intended for another order.
For online, pickup or delivery orders, please contact us promptly after discovering the error.
Where Grassroots Co. is responsible for the error, we will review the transaction and provide an appropriate resolution, which may include replacement with the correct product or a refund.
Please retain the product and its original packaging while the issue is being reviewed.
5. Missing Items & Delivery Errors
If an item is missing from a pickup or delivery order, or you received an incorrect product, please contact Grassroots Co. preferably within 24 hours of receiving the order.
Contact us at:
Please provide, where available:
- Your name;
- Order number;
- Grassroots Co. location;
- Description of the missing or incorrect item; and
- Photographs where relevant.
We will review the order and transaction records and provide an appropriate resolution where an error occurred.
6. Cannabis Accessories
Non-cannabis accessories may be eligible for return, exchange or warranty consideration depending on the nature and condition of the product.
Unused and unopened accessories may be accepted for return at Grassroots Co.'s discretion, subject to proof of purchase and any applicable return period communicated at the time of sale.
Defective accessories may be eligible for exchange, refund, repair or manufacturer warranty support depending on the product and circumstances.
For health, hygiene and safety reasons, certain opened or used accessories may not be returnable unless defective.
Examples may include:
- Pipes;
- Grinders;
- Rolling accessories;
- Batteries;
- Vaporizers; and
- Other cannabis-related accessories.
Manufacturer warranties may apply to certain electronic products. Where applicable, customers may be directed to the manufacturer for warranty service.
Nothing in this section limits any rights available under applicable consumer protection law.
7. Non-Returnable Products
Unless defective, recalled, incorrectly provided or otherwise eligible under applicable law or this policy, the following are generally not eligible for return or refund:
- Opened or used cannabis products;
- Partially consumed cannabis products;
- Dried flower;
- Pre-rolls;
- Edibles;
- Cannabis beverages;
- Concentrates and extracts;
- Vape products;
- Capsules;
- Oils;
- Topicals;
- Cannabis seeds where the issue is simply unsuccessful germination;
- Opened or used accessories for which there is no defect;
- Products damaged after purchase through misuse or improper storage; and
- Clearance or promotional products unless defective or otherwise eligible under applicable law.
8. Cannabis Seeds
Cannabis seeds are living agricultural products, and successful germination can be affected by numerous environmental and handling factors outside Grassroots Co.'s control.
For this reason, unsuccessful germination alone does not necessarily indicate that a cannabis seed product is defective.
If you believe cannabis seeds have a manufacturing, packaging or quality defect, please contact us and retain the original packaging so that the issue can be reviewed.
9. How to Request a Return, Exchange or Refund
In-Store Purchases
Where possible, return to the Grassroots Co. location where the original purchase was made.
Please bring:
- The product;
- Original packaging, where available;
- Receipt or other proof of purchase; and
- Any information relevant to the product issue.
Our staff will review the request and determine the appropriate next steps based on the circumstances and applicable requirements.
Online, Pickup & Delivery Orders
Contact us at:
Please include:
- Your name;
- Order number;
- Store location;
- Product involved;
- Description of the problem; and
- Photographs where appropriate.
We may provide instructions regarding whether the product needs to be brought to the store or retained while the issue is investigated.
10. Proof of Purchase
Proof of purchase may be required to process a return, exchange or refund.
Acceptable proof may include:
- Original receipt;
- Electronic receipt;
- Online order confirmation; or
- Another transaction record that allows Grassroots Co. to reasonably verify the purchase.
Where proof of purchase is unavailable, Grassroots Co. may attempt to verify the transaction using available records.
The absence of proof of purchase may limit our ability to provide a refund or exchange unless otherwise required by law.
11. Refund Processing
Approved refunds will generally be returned using the original payment method, where possible.
Refund processing times vary depending on the payment method and financial institution.
Credit or debit card refunds may take several business days to appear after being processed. Processing times controlled by banks, card issuers or payment processors are outside Grassroots Co.'s control.
Cash purchases that qualify for a refund may be refunded in cash at the applicable Grassroots Co. location.
Where the original payment method cannot reasonably be used, Grassroots Co. will determine an appropriate alternative in accordance with applicable requirements.
12. Delivery Fees
Delivery fees are generally non-refundable after a delivery has been successfully completed.
If a refund results from an error by Grassroots Co., such as an incorrect order, missing item or other fulfillment issue, an applicable delivery fee may also be refunded where appropriate.
13. Promotions & Discounts
Products purchased during a promotion or using a discount are generally subject to the same product-quality protections described in this policy.
A promotional or discounted price does not prevent a customer from reporting a defective, recalled or incorrectly supplied product.
Where a refund is approved, the refund will generally be based on the amount actually paid for the product rather than its regular retail price.
14. Adverse Reactions & Product Safety Concerns
If you experience an unexpected or concerning reaction to a cannabis product, discontinue use and seek appropriate medical attention where necessary.
For a medical emergency, contact emergency services.
You may also contact Grassroots Co. regarding the product so that we can assist with documenting the issue and, where appropriate, referring the matter to the Ontario Cannabis Store, licensed producer or other appropriate organization.
Please retain the product packaging, including the lot number and other identifying information, where possible.
15. Abuse of Return or Refund Process
Grassroots Co. reserves the right to review and, where legally permitted, refuse return or refund requests involving suspected fraud, altered products, deliberate product damage, repeated abuse of the return process or other circumstances where the request cannot reasonably be verified.
This provision does not limit rights or remedies available under applicable consumer protection law.
16. Consumer Rights
This policy is intended to explain Grassroots Co.'s normal return and refund practices.
Nothing in this policy excludes, restricts or replaces any right or remedy that cannot legally be excluded under applicable Ontario or Canadian consumer protection law.
17. Changes to This Policy
Grassroots Co. may update this Refund & Return Policy from time to time to reflect changes to our business practices, products, services or applicable legal and regulatory requirements.
The current version will be posted on our Website with the date it was last updated.
18. Contact Us
If you have questions about this policy, need to request a return or refund, or need to report an issue with a product, please contact us:
Grassroots Co.
Operated by 1999295 Ontario Inc.
Email: grassrootscosuds@gmail.com
Grassroots Co. – Azilda
93 Notre Dame St W
Azilda, Ontario
Cannabis Retail Store Authorization: CRSA1389676
Grassroots Co. – Minnow Lake
20 Second Ave N
Sudbury, Ontario
Cannabis Retail Store Authorization: CRSA1504301
Grassroots Co. – Lasalle
1113 Lasalle Blvd
Sudbury, Ontario
Cannabis Retail Store Authorization: CRSA1179919
Ontario Authorized Cannabis Retailer | 19+
