Refund Policy

1. Overview

At RootLeaf, we are committed to providing high-quality Indigenous tobacco products and excellent customer service. Due to the nature of tobacco products and health regulations, we have specific policies regarding returns, exchanges, and refunds. Please read this policy carefully before making a purchase.

2. General Return Policy

In accordance with Canadian health and safety regulations, tobacco products cannot be returned or exchanged once they have been opened, used, or if the original packaging seal has been broken. This policy is in place to protect the health and safety of all customers and to comply with applicable tobacco product regulations.

We can only accept returns for unopened tobacco products in their original, sealed packaging within fourteen (14) days of delivery, and only under the circumstances described in this policy.

3. Eligible Returns

We will accept returns and issue refunds or exchanges in the following situations:

3.1 Defective or Damaged Products

If you receive a product that is defective, damaged during shipping, or does not match the product description, please contact us within seven (7) days of delivery. We will require photographic evidence of the defect or damage. Upon verification, we will offer a full refund or replacement at no additional cost.

3.2 Incorrect Items Shipped

If we ship you the wrong product, please contact us within seven (7) days of delivery. We will arrange for the return of the incorrect item and ship the correct product at no additional cost, or provide a full refund if you prefer.

3.3 Non-Delivery or Lost Shipments

If your order does not arrive within the estimated delivery timeframe, please contact us. We will investigate with the shipping carrier. If the shipment is confirmed lost, we will either reship your order or provide a full refund.

4. Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances:

• Opened or used tobacco products
• Products with broken seals or damaged packaging (unless damaged in transit)
• Products purchased more than fourteen (14) days ago
• Products purchased during clearance or final sale events (unless defective)
• Gift cards or loyalty points

5. How to Request a Return

To request a return or refund, please follow these steps:

1. Contact Us: Email our customer service team at [email protected] within the applicable timeframe (7 days for defects/errors, 14 days for other eligible returns). Include your order number, a description of the issue, and photographs if applicable.
2. Await Authorization: Our team will review your request and provide a return authorization number (RAN) if your return is approved. Do not ship items back without authorization.
3. Return the Product: Pack the product securely in its original packaging. Include the RAN on the outside of the package. Ship the item to the address provided by our customer service team. You are responsible for return shipping costs unless the return is due to our error or a defective product.
4. Refund Processing: Once we receive and inspect the returned item, we will process your refund or exchange within five (5) business days.

6. Refund Methods and Timing

Refunds will be issued to the original payment method used for the purchase. Processing times vary by payment method:

• Credit Card (Stripe): Refunds typically appear within 5-10 business days after processing
• e-Transfer: Refunds will be sent via e-Transfer to the email address used for the original payment within 3-5 business days
• Wholesale Net Terms: Refunds will be issued as account credits applied to future invoices

Shipping costs are non-refundable unless the return is due to our error or a defective product. If you received free shipping on your original order due to a promotional offer or loyalty tier benefit, the actual shipping cost may be deducted from your refund.

7. Exchanges

We do not offer direct product exchanges. If you wish to exchange a product for a different item, you must return the original product for a refund (subject to our return eligibility requirements) and place a new order for the desired product.

For defective or incorrect items, we will ship the correct or replacement product at no additional cost once we receive the returned item.

8. Wholesale Orders

Wholesale orders are subject to the same return policy as retail orders, with the following additional considerations:

8.1 Bulk Order Returns

For wholesale orders, returns must be requested within seven (7) days of delivery. All products must be in their original, unopened condition with intact seals. Due to the volume of wholesale orders, we may require additional documentation or inspection before approving returns.

8.2 Refunds for Net Payment Terms

If you have an outstanding invoice with net payment terms and a return is approved, the refund will be applied as a credit to your account. This credit will reduce the balance of your current or future invoices. If you have already paid the invoice, we will issue a refund via your preferred payment method or apply the credit to your next order.

8.3 Restocking Fees

Wholesale returns may be subject to a restocking fee of up to 15% of the order value, except in cases where the return is due to our error, defective products, or damaged shipments.

9. Cancellations

You may cancel your order before it has been shipped. Once an order has been shipped, it cannot be cancelled, but you may return it according to our return policy once you receive it.

To cancel an order, contact us immediately at [email protected] with your order number. If your order has already been processed for shipping, we cannot guarantee cancellation.

Refunds for cancelled orders will be processed within 3-5 business days and returned to your original payment method.

10. Loyalty Points and Rewards

If you used loyalty points or rewards to pay for all or part of your order, the following applies:

• Points used for the purchase will be returned to your account upon refund approval
• Points earned from the purchase will be deducted from your account
• If your account balance is insufficient to deduct earned points, your account may show a negative balance until resolved through future purchases

11. Damaged Shipments

If your shipment arrives damaged, please do not accept the delivery if possible. If you have already accepted the delivery, take photographs of the damaged packaging and products immediately. Contact us within 48 hours at [email protected] with your order number and photographic evidence.

We will work with the shipping carrier to file a claim and will either reship your order or provide a full refund at your preference.

12. Refused Deliveries

If you refuse delivery of your order without a valid reason (such as damage or incorrect shipment), you will be responsible for return shipping costs, and a restocking fee of up to 15% may apply. Refunds for refused deliveries will be processed after the product is returned to our facility and inspected.

13. Age Verification Failures

If a delivery cannot be completed because the recipient fails age verification at the time of delivery, the order will be returned to us. You may request a refund minus shipping costs, or we can attempt redelivery with proper age verification. Additional delivery attempts may incur extra shipping fees.

14. Fraudulent Orders

Orders identified as fraudulent or placed with stolen payment information will be cancelled immediately. No refunds will be issued for fraudulent orders. We reserve the right to report fraudulent activity to appropriate authorities.

15. Contact Information

If you have questions about our Refund Policy or need assistance with a return, please contact us:

RootLeaf Customer Service
Email: [email protected]
Website: rootleaf.ca

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM EST. We strive to respond to all inquiries within 24 hours.

16. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes your acceptance of the modified policy. We encourage you to review this policy periodically.