Refund and Returns Policy
Why We Do Not Buy Back Products from Retail Stores.
The House of Craft operates differently than Canada’s largest licensed producers.
As an independent cannabis processor, we work on very lean processing and commercialization margins. Unlike large producers that own cultivation, processing, and often carry significant financial reserves, our business model is built around helping independent cultivators bring their products to market efficiently.
For that reason, purchasing our own products back from retail stores at a discounted price is not financially sustainable. Repurchasing products would require us to pay retail pricing for inventory we originally processed and sold on narrow margins, while also absorbing the original processing, packaging, excise, freight, and commercialization costs.
Some large licensed producers have representatives who visit stores and purchase back, discount, or otherwise remove slower-moving inventory. Those programs are supported by significantly larger sales budgets and financial structures. As a small independent processor, we simply cannot operate that way.
This does not mean we will leave retailers without support.
If a product is moving more slowly than expected, we are happy to work with the retailer to help move it. This may include promotional support, staff education, marketing materials, product replacement where appropriate, reviewing future order quantities, or finding another practical solution together.
Where products are purchased through Central Distribution, returns are handled in accordance with the applicable provincial return policy: https://www.bccannabiswholesale.com/pages/returns-exchanges
For products purchased through Direct Delivery, we remain committed to working directly with our retail partners. If there is a verified quality concern, manufacturing defect, shipping issue, or another legitimate problem, we will investigate it promptly and determine an appropriate resolution.
Policy: https://www.bcldb.com/sites/default/files/2026-06/Direct_Delivery_Product_Returns_Policy_April_2022_0.pdf
We value long-term retail partnerships and believe the best approach is proactive planning, open communication, and collaborative sell-through support—not requiring a small independent processor to buy back its own products from retail shelves.
Why We Do Not Send Replacement Cannabis Products Directly to Consumers
The House of Craft stands behind the quality of every product we produce. If you believe you have received a defective or unsatisfactory product, we want to hear about it.
However, we cannot send replacement cannabis products directly to consumers.
Under Canada’s regulated cannabis system, cannabis products must be sold through authorized provincial distribution systems and licensed retailers. Because your purchase was made from a licensed retailer, the retail transaction and any consumer remedy begin with that retailer.
Sending replacement cannabis products directly to consumers would bypass the regulated retail supply chain and create an unfair situation for the retailer who originally completed the sale.
If you experience a product quality issue, we recommend contacting the licensed retailer where the product was purchased. We are happy to work directly with the retailer to investigate the concern and, where appropriate, provide replacement product or another appropriate resolution through the proper retail channel.
To ensure every concern receives the attention it deserves, all customer complaints are handled in writing through info@thehouseofcraft.ca. Handling complaints by email allows us to document every case and involve the appropriate members of our team—including Quality Assurance, Compliance, Operations, Production, and, where appropriate, the cultivator who grew the cannabis. Our goal is to thoroughly investigate every concern and provide the best possible resolution.
To help us investigate, please include:
- Your proof of purchase
- The product name and format
- The lot number and packaging photos
- Photos of the product (if applicable)
- A detailed description of the concern
We appreciate the opportunity to investigate every concern thoroughly. Our goal is to resolve legitimate product issues while respecting Canada’s regulated cannabis framework and supporting the licensed retailers who proudly carry our products.