Returns, Refunds & Replacement Policy

POLICY SUMMARY

  • All sales are final
  • We provide replacements only for verified company errors
  • Returns are not accepted under any circumstances

1. ORDER CANCELLATIONS

Orders may be cancelled for a full refund only before shipment. Once an order has shipped, it cannot be cancelled, returned, or refunded.

2. GENERAL REPLACEMENT ELIGIBILITY (COMPANY ERRORS ONLY)

Premium Cultivars will replace products only if a verified packing or fulfillment error occurred, including:

  • Incorrect product shipped
  • Verified missing item due to packing error

All orders are photographed prior to shipment for verification purposes. Claims must include clear photo or video proof and will be reviewed against packing records before approval.

Under no circumstances should packages be mailed back to us. Any returned packages will be refused and returned to sender.

3. SEED PRODUCT POLICY

All seed sales are final and non-returnable.

If you receive the wrong seed product:

  • Submit a clear photo of the items received
  • Once verified, the correct replacement product will be shipped at no cost

Products must not be returned to us, as all returned shipments will be refused.

4. THCA FLOWER POLICY

All THCA flower sales are final. Refunds are not issued for any reason.

WEIGHT DISCREPANCY VERIFICATION REQUIREMENTS

To submit a weight discrepancy claim, customers must provide one continuous, unedited video recording documenting the entire verification process.

The video must clearly show:

  • The unopened, sealed package or product package
  • The intact seal before opening 
  • The package being opened on camera without cuts 
  • Removal of the product and placement onto a visible calibrated digital scale
  • The final weight clearly visible on the scale display

Videos that do not show the sealed package before opening or that contain edits, pauses, or missing steps will not qualify for review.

INCORRECT PRODUCTS

If an incorrect item is received, provide a clear photo of the item received. Once verified, a replacement will be shipped.

MISSING ITEMS

All shipments are documented with packing verification images. If packing records confirm the item was included, replacement items will not be issued.

5. SHIPPING, DELIVERY & ADDRESS RESPONSIBILITY

Customers are fully responsible for providing a correct and complete shipping address at checkout. Premium Cultivars is not responsible for delivery issues resulting from incorrect, incomplete, or outdated addresses provided by the customer.

If a shipment is returned due to an incorrect address, delivery refusal, or unclaimed shipment, the customer is responsible for all reshipment costs.

Premium Cultivars is not responsible for packages that are lost, stolen, tampered with, or misdelivered by the carrier unless Guaranteed Shipping Protection was purchased at checkout.

6. DELIVERED STATUS POLICY (NO EXCEPTIONS)

Once a package is marked “Delivered” by the shipping carrier, Premium Cultivars considers the order fulfilled.

If tracking shows “Delivered,” we do not replace, refund, or reship the package for any reason, including but not limited to:

  • Theft

  • Mailbox theft

  • Porch piracy

  • Carrier misdelivery

  • Incorrect delivery by USPS

  • Claims that the package was not received

If Guaranteed Shipping Protection was not purchased at checkout, the customer assumes full responsibility once the carrier marks the package as delivered.

If Guaranteed Shipping Protection was purchased, claims must follow the claim process and approval requirements described below under paragraph 7.

USPS advising you to “contact the seller” does not override this policy.

We recommend customers contact their local post office directly, file a mail theft report if applicable, and check with neighbors.

7. CLAIM REQUIREMENTS
A. All claims must include:

  • Proof as required under the applicable product policy (Sections 3 and 4)
  • Clear photo or video evidence as specified
  • Order number and full name used at checkout

Claims that do not include complete and unedited documentation as described in Sections 3 and 4 will not be reviewed.

B. Submission Deadlines

Claims must be submitted within the following timeframes:

  • Damaged, defective, incorrect, or missing items:
    Must be submitted within 4 weeks of the recorded delivery date.
  • Packages lost in transit (not marked delivered):
    Must be submitted within 4 weeks of the carrier’s estimated delivery date.

Claims submitted after these deadlines will not be eligible for review.

C. Claim Determination

If a claim is verified as a confirmed packing or fulfillment error on our part, the issue will be corrected at our expense.

If packing records confirm proper fulfillment, or required proof is not provided, replacement or refund will not be issued.

8. NON-RETURNABLE PRODUCTS & BUYER’S REMORSE

We do not accept returns or issue refunds for (but not limited to):

  • Buyer’s remorse 
  • Preference changes
  • Incorrect product selection by the customer
  • Size exchanges
  • Any sealed or consumable goods
  • Products unsuitable for return due to health or hygiene reasons

9. PROMOTIONS & DISCOUNTS 

Promotional pricing, discounts, bundles, and limited-time offers are valid only during the stated promotional period and cannot be applied retroactively to previous purchases. Orders placed prior to or after a promotion are not eligible for price adjustments, refunds, credits, or partial refunds based on later promotional pricing.

Purchases made during non-promotional periods cannot be returned, refunded, exchanged, or credited for the purpose of taking advantage of a newer promotion. All promotional offers are time-limited and apply only to qualifying orders placed while the promotion is active.

10. EU CONSUMER NOTICE

In accordance with Article 16(c) and (e) of Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer’s specifications, personalized goods, or sealed goods unsealed after delivery that are not suitable for return due to health protection or hygiene reasons. Premium Cultivars reserves the right to refuse such returns at its sole discretion.

11. POLICY ENFORCEMENT

Premium Cultivars reserves the right to approve, deny, or limit replacements based on claim verification, fraud-prevention procedures, and documented packing records.