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5.4 Customer Returns

Retail Cannabis Store Handbook


  1. As per Section 5.3.5, licensees must accept customer returns of recalled product.  
  2. Cannabis product returns by customers for reasons other than recalls are at the discretion of the licensee.
  3. AGLC will not issue refunds to licensees or customers for cannabis product that is not faulty or has not been recalled. (Amended May 2020)
  4. Should a licensee accept a customer return, all cannabis products accepted from the return must be destroyed if the product is ineligible for return to AGLC (see Section 4.12). (Amended May 2020)

Products Causing Adverse Reactions

  1. Licensees that receive a complaint or report of adverse reactions resulting from a cannabis product by a customer must:
    1. recommend the customer seek medical attention;
    2. direct the customer to consult the Health Canada website for information on adverse reactions; and
    3. call AGLC Customer Service (1‐855‐436‐5677). (Added May 2020)
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