Returns & Exchanges
We stand behind every product we sell. If something arrives damaged, defective, or incorrect, our team will make it right quickly and hassle-free.
24 hrs
Report window
48 hrs
Avg resolution time
14 days
Accessory returns
100%
Satisfaction guarantee
Important: Cannabis Return Regulations
Due to strict state and federal regulations governing the sale and distribution of cannabis products, all sales of consumable cannabis items are considered final once they leave our facility. This is a legal requirement, not a preference. However, GreenRoots NVA is fully committed to resolving any issue involving damaged, defective, or incorrectly fulfilled orders. We will always work with you to find a fair solution.
What Qualifies?
Understanding what is and is not eligible for a return helps us serve you faster.
Eligible for Return / Exchange
- Product arrived damaged, leaking, or broken during transit
- Wrong product or strain delivered
- Product is defective (e.g. cartridge not functioning, edible packaging compromised)
- Order is missing items that appear on your receipt
- Product is visibly contaminated or does not match the description
- Unopened accessories in original packaging within 14 days
Not Eligible
- Change of mind after opening a cannabis product
- Dissatisfaction with potency, flavor, or effects (subjective preference)
- Products purchased more than 24 hours ago without prior contact
- Items opened, partially consumed, or tampered with
- Products purchased from a different retailer
- Gift cards, promotional items, or clearance products marked final sale
How to Start a Return
Four simple steps to get your issue resolved. Our team handles every claim personally.
Report Within 24 Hours
Contact our support team within 24 hours of receiving your order. The sooner you reach out, the faster we can resolve the issue. Same-day reports are given top priority.
Document the Issue
Take clear photos of the product, packaging, and any visible damage. Include your order confirmation number and a brief description of the problem.
Submit Your Claim
Send your documentation through our contact page, by phone, or by visiting the store where you placed your order. Our team will acknowledge your claim within one business day.
Receive Your Resolution
Once approved, we will issue a replacement product, store credit, or refund depending on the situation and your preference. Most claims are resolved within 48 hours.
Resolution Options
When a return or exchange is approved, we offer several ways to make things right depending on the product type and circumstances.
Product Replacement
We will send the correct or undamaged product to you at no additional charge. Available for in-store pickup or redelivery.
Store Credit
Receive credit applied to your GreenRoots NVA account that can be used toward any future purchase. Credits never expire.
Refund
For eligible accessory returns and select situations, we will issue a refund to your original payment method within 3 to 5 business days.
Accessories & Non-Consumable Returns
Non-consumable products such as accessories, devices, grinders, rolling papers, apparel, and lifestyle items follow a standard 14-day return policy. Items must be unused, in their original sealed packaging, and accompanied by proof of purchase.
Return window: 14 days from purchase date
Item must be unused and in original packaging
Proof of purchase (receipt or order confirmation) required
Refund issued to original payment method
Defective devices may be exchanged beyond 14 days (case by case)
Shipping costs on mail returns are non-refundable
Frequently Asked Questions
Common questions about our returns and exchange process.
Why can't I return cannabis products like regular retail items?
State cannabis regulations prohibit the resale of products once they leave a licensed dispensary. This means standard retail return policies cannot apply to consumable cannabis goods. However, we stand behind every product and will make it right if something is damaged, defective, or incorrect.
How long does it take to process a return or exchange?
Most claims are reviewed within 24 hours of submission. If approved, replacements are typically available for pickup or redelivery within 48 hours. Store credit and refunds are processed within 3 to 5 business days.
Can I exchange a product for a different strain or type?
Exchanges for preference reasons are not available for opened cannabis products. However, if the product you received is incorrect, we will happily replace it with the correct item at no additional cost.
What if my delivery never arrived?
If your order status shows delivered but you did not receive it, contact us immediately. We will investigate with our delivery team and either redeliver your order or issue a full refund.
Do I need the original packaging to return accessories?
Yes. Non-consumable items such as accessories, devices, and apparel must be unused, in their original packaging, and accompanied by proof of purchase to qualify for a return within the 14-day window.
Will I get a cash refund or store credit?
The resolution depends on the situation. Damaged or incorrect cannabis products are typically resolved with a replacement or store credit. Accessories returned within the eligible window may qualify for a refund to the original payment method. Our team will discuss options with you.
Need Help With an Order?
Our support team is ready to assist. Reach out with your order details and we will take care of the rest.