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Refund & Returns Policy

Mellow Malibu / Fire Ganja Limited

Last updated: November 2025

At Mellow Malibu, we aim to provide high-quality cannabis products and accessories in compliance with Ontario law and AGCO standards. Due to federal and provincial regulations, most cannabis sales are final. However, we will work with you if you receive a defective or compromised product.

1. General Policy

  • All cannabis sales are final.
  • Returns, exchanges, or refunds are only considered for defective or recalled products, or if you received the wrong item in error.
  • Any approved return or refund must be:
    • Within 15 days of the original purchase date
    • Supported by the original receipt or proof of purchase
    • In original packaging, with all labels and excise stamps intact

We reserve the right to inspect any product before approving a return, exchange, or refund.

2. Eligible Reasons for Return or Refund

We may offer an exchange or refund in the following situations:

  1. Defective or Damaged Cannabis Product
    • Visible contamination (e.g., mold, foreign material)
    • Severe packaging issues (e.g., leaking vape cartridge, broken sealed container)
    • Incorrect labeling or obvious quality defect
  2. Incorrect Product Provided by Store
    • You received the wrong product compared to your receipt
    • The product type, strain, or format does not match what you paid for
  3. Product Subject to a Recall
    • If a product is recalled by the Licensed Producer, OCS, or Health Canada, we will follow recall instructions, which may include returning or destroying recalled product and offering credits or exchanges where permitted. learn.ocswholesale.ca

3. Conditions for Cannabis Returns

To be considered for a return, exchange, or refund:

  • You must return the product within 15 days of purchase
  • You must provide the original receipt (paper or digital)
  • The product must:
    • Be in its original packaging
    • Have intact labels and excise stamps
    • Not appear tampered with

We may request:

  • Photos of the defect
  • A description of the issue
  • Your contact details for follow-up and quality reporting

Returned products may be held for review and may be reported to the Ontario Cannabis Store (OCS) and/or the Licensed Producer as part of mandatory quality assurance processes. learn.ocswholesale.ca+1

4. Non-Returnable / Final Sale Items

The following are non-returnable and non-refundable, unless required by law or part of a product recall:

  • Opened or used cannabis products (dried flower, pre-rolls, vapes, edibles, concentrates, oils, etc.)
  • Partially consumed products
  • Products without original packaging or excise stamps
  • Products returned without a valid receipt
  • Discounted, clearance, or promotional items, unless defective

5. Accessories

For non-cannabis accessories (e.g., lighters, grinders, rolling papers, storage, etc.):

  • Unopened accessories in original packaging with receipt may, at our discretion, be eligible for exchange or store credit within 15 days.
  • Opened or used accessories are final sale, except where manufacturing defects are clearly demonstrated (and subject to supplier warranty, where applicable).

6. How to Request a Return, Exchange, or Refund

To start a return or quality concern:

  1. Visit the Mellow Malibu store where you purchased the product, and bring:
    • The product
    • The original receipt
    • The original packaging
  2. Explain the issue to a budtender or store manager.
  3. Our team will:
    • Inspect the product
    • Collect information (lot number, description, photos)
    • Determine if it qualifies under our policy and applicable regulations

Where a return is approved, we will:

  • Offer a replacement product, store credit, or refund to the original method of payment, as appropriate and permitted by law.

7. Our Right to Refuse Returns

Mellow Malibu reserves the right to decline a return, exchange, or refund if:

  • The product does not meet the conditions set out in this policy
  • There is evidence of tampering, misuse, or abuse
  • The request falls outside the 15-day window
  • The claim appears fraudulent or inconsistent with regulatory obligations

8. Questions

If you have any questions about this policy or need clarification, please contact:

Mellow Malibu / Fire Ganja Limited
Email: contact@mellowmalibu.ca
Website: mellowmalibu.ca