Refund & Return Policy

We want you to be confident in every Whole Melts order. Because our products are consumable cannabis goods, returns are limited by law and by health and safety rules — but where something is wrong on our end, we make it right. This page explains exactly how.

The Short Version

  • Damaged, defective, or incorrect items: we replace or refund them.
  • Opened or used consumable products: cannot be returned, for health and safety reasons.
  • Faulty hardware (disposables/devices): covered — see below.
  • Change of mind on unopened items: 

Damaged or Defective Items

If your order arrives damaged or a product is defective:

  1. Contact us within [3 days] of delivery 
  2. Include photos of the item, the damage, and the packaging.
  3. Include your order number and the batch code from the product.

Once verified, we'll offer a replacement or refund. Do not discard the item until we've confirmed how to proceed.

Faulty Devices

Whole Melts disposables are rechargeable and tested before shipping, but hardware can occasionally fail. If a device won't charge or won't fire:

  1. Charge it fully first — most reported failures are simply a flat battery.
  2. Check the airway for a blockage.
  3. If it still won't work, contact us with your order number and batch code within [X days] and we'll arrange a replacement.

Incorrect Orders

If you received the wrong product, contact us within [3 days] with your order number and a photo. We'll ship the correct item and sort out the return of the incorrect one at our cost.

What We Cannot Accept

For health, safety, and legal reasons, we cannot accept returns of:

  • Opened or used consumable products (concentrates, disposables, beverages).
  • Products without their original packaging and batch code.
  • Products purchased from any seller other than this official store. If you bought from a reseller or a site claiming to be us, we can't verify or refund it — but we do want to know about it. Report it via our Contact page.
  • Items outside the [3-day] contact window.

Refunds

Once a refund is approved:

  • It's issued to your original payment method.
  • Please allow [3 business days] for it to appear, depending on your bank or provider.

If a refund is delayed beyond this window, check with your payment provider first, then contact us.

Order Cancellations

Orders can be cancelled for a full refund before they ship. Once an order has shipped, it can't be cancelled, but the policies above still apply on delivery. To cancel, contact Us as quickly as possible with your order number.

Orders to Prohibited Regions

Orders placed for delivery to a region where our products aren't legal will be cancelled and refunded. See Shipping & Delivery.

Questions

For any refund or return question, contact  or visit our Contact page. Have your order number ready.

Adults 21+ only. This policy applies only to orders placed through the official Whole Melts store at thewholemeltextracts.com.