Last updated: 31 August 2026

We want you to be satisfied with every order from Distillate Direct. Because we sell consumable cannabis products, health and safety regulations limit what we can accept back – but where something is wrong with your order, we will put it right.

The short version

  • Damaged, defective, or incorrect items: contact us within 7 days of delivery and we will replace them or refund you.
  • Missing or undelivered orders: contact us and we will trace the shipment with the carrier.
  • Opened or used consumable products: cannot be returned, for health and safety reasons.
  • Change of mind: we cannot accept returns on cannabis products once they have shipped.

What we can accept

We will replace or refund an item if:

  • It arrived damaged in transit
  • You received the wrong product, strain, or quantity
  • The product is defective – for example a vape cartridge that will not draw, or packaging that failed to seal
  • Your order did not arrive and the carrier confirms it as lost

Please contact us within 7 days of delivery and keep the product and its original packaging. Photographs of the problem and the packaging help us resolve it quickly, and in most cases mean you do not need to ship anything back.

What we cannot accept

For health, safety, and regulatory reasons we cannot accept returns of:

  • Any cannabis product that has been opened, used, or had its seal broken
  • Products returned more than 7 days after delivery
  • Products damaged by misuse, incorrect storage, or normal use
  • Sale, clearance, or free promotional items
  • Orders where an incorrect delivery address was supplied at checkout

Potency, flavour, aroma, and individual effect vary naturally between harvests and between people. A product that is not to your personal taste is not a defect, and we cannot refund on that basis. If you are trying something new, we recommend ordering a smaller size first.

Delivery problems

If tracking shows your order as delivered but you do not have it, please check with others at your address and with your local post office before contacting us. If it still cannot be found, get in touch and we will open a trace with the carrier. Traces can take several business days to resolve.

If a parcel is returned to us because delivery was refused, the address was incomplete, or it went unclaimed, we will refund the order less shipping costs once it reaches us.

How to make a claim

  1. Contact us through our contact page within 7 days of delivery.
  2. Include your order number, the item affected, and a description of the problem.
  3. Attach photographs where the issue is visible.
  4. Keep the product and packaging until your claim is resolved.

We aim to respond to every claim within 2 business days.

Refunds

Where a refund is approved, it is issued by Interac e-transfer to the address used for payment, normally within 5 business days of approval. We will confirm by email when it has been sent. Original shipping charges are refunded only where the entire order was damaged, incorrect, or lost.

Replacements

Where you would prefer a replacement rather than a refund, we will ship the correct item at no cost to you, subject to availability. If the item is out of stock we will offer an equivalent product or a refund.

Cancelling an order

Orders can be cancelled at no cost any time before they ship. Contact us as soon as possible with your order number. Once an order has shipped it cannot be cancelled, and the terms above apply.

Questions

If anything here is unclear, or you are unsure whether your situation qualifies, contact us and ask. We would rather hear from you than have you assume nothing can be done.