Introduction

At BoxBrothers.store, customer satisfaction is our highest priority. Whether you’re purchasing premium cannabis products or exclusive limited drops, we want you to feel confident and secure when shopping with us. This Refund and Returns Policy outlines everything you need to know about returning a product, securing a refund, or resolving an issue.

Our commitment to quality assurance, compliance with California cannabis laws, and unbeatable customer care means you can shop with peace of mind every time.

General Return Policy

We accept returns only on non-cannabis merchandise (such as apparel or accessories) that is unopened and in its original condition. Due to compliance with California cannabis laws, we cannot accept returns of any cannabis products once they have been shipped or delivered, unless the item is defective or damaged upon arrival.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unopened, and in the same condition as received.
  • The return request must be initiated within 7 days of receiving your order.
  • Proof of purchase (order confirmation or invoice) is required.

If the product does not meet these criteria, we reserve the right to deny the return.

Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Any product marked as final sale
  • Any product Used or tampered packaging
  • Items damaged due to misuse

4. Exchange Policy

We currently do not offer exchanges for cannabis items. If you received a defective, incorrect, or damaged item, please refer to the “Damaged or Defective Products” section below.

Refund Policy and Timelines

Approved refunds are processed via the original payment method. Please allow 5–10 business days for the transaction to reflect in your account.

In the case of refunds for non-cannabis items:

  • A full refund will be issued minus shipping charges, unless the return was due to our error.
  • You will receive an email confirmation once the refund is processed.

Damaged or Defective Products

If your item arrives damaged, missing, or incorrect:

  • Take clear photos of the item, packaging, and shipping label.
  • Email us within 48 hours of receiving your package on our contact us page.
  • Our team will review your case and respond within 1–2 business days.

If approved, we will offer either:

  • A replacement of the defective item, if available
  • Store credit
  • A full or partial refund

How to Initiate a Return

To start a return process:

  1. Contact our support team at support@boxbrothers.
  2. Include your order number and reason for return.
  3. Attach photos if the product is defective or incorrect.
  4. Wait for return instructions and a return authorization number (RMA).

Please do not send items back without an approved RMA, as they will not be processed.

Shipping and Handling Fees

Shipping and handling fees are non-refundable unless the return is a result of our error. For items that qualify for return, the customer is responsible for return shipping unless otherwise specified.

If the product is defective or you received the wrong item, we will cover the return shipping cost.

Contacting Customer Service

We’re here to help with any concerns related to your order, including questions about:

  • Order status
  • Tracking numbers
  • Product damage
  • Return approvals

Reach us at:

Business Hours: Monday–Saturday, 9am–6pm PST

Your Consumer Rights

As a customer, you are protected by California State Law and local cannabis regulations. While many cannabis products are non-returnable by law, we make every effort to resolve any issues in your favor with fairness, transparency, and professionalism.

If a dispute arises, we will follow industry-standard dispute resolution policies and are always open to third-party mediation, should the need arise.

Need More Help?

If you have additional questions not covered by this Refund and Returns Policy, reach out to us directly on our contact page.