Returns Policy | Cool Canna

Returns & Refunds Policy

Last updated: 31 December 2025

At Cool Canna, we take pride in the quality, safety, and care that goes into every handcrafted product. Due to the consumable nature of our edibles and wellness products, we follow strict health, safety, and compliance standards.

Please review this policy carefully before placing an order.

Important Notice

For hygiene, safety, and regulatory reasons, returns on consumable products are limited. This policy exists to protect all members.

1. Return Eligibility

We are unable to accept returns or exchanges for the following:

  • Opened, used, or partially consumed products
  • Products damaged after delivery due to improper handling or storage
  • Sale, clearance, or promotional items

2. When Refunds or Replacements Are Offered

A replacement or refund may be offered if:

  • An incorrect product was supplied
  • Your order arrived damaged, defective, or incomplete

All claims must be submitted within 48 hours of delivery.

3. How to Submit a Claim

  • Email info@coolcanna.co.za within 48 hours of delivery
  • Include your order number and a brief description of the issue
  • Attach clear photographs where applicable

Our team will review your claim and respond as promptly as possible.

4. Refund Processing

  • Approved refunds are processed using the original payment method
  • Refund timelines may vary depending on your bank or payment provider
  • Shipping fees are non-refundable unless the error was ours

5. Discretion & Fair Use

Cool Canna reserves the right to assess all claims on a case-by-case basis. Repeated or abusive refund requests may result in declined claims or review of membership status.

Final note:
This Returns & Refunds Policy forms part of our Terms & Conditions. By placing an order, you acknowledge and accept the terms outlined above.

Need assistance? Contact us at info@coolcanna.co.za.