Refund policy

Here's the rewritten returns policy for Retail-north.ca, adapted for a Canadian wholesale-only operation:

Need to Return a Product?

We're here to help! If you are not 100% satisfied with your wholesale order, please email us at hello@retail-north.ca.

For any questions regarding returns, our wholesale care team is available at the same email. We may be able to assist you without the need to return your item.

Retail-north.ca offers replacements, account credit, or refunds for faulty items or those not fit for purpose, in line with applicable Canadian provincial sale of goods legislation and the terms of our Wholesale Agreement.

Wholesale Orders Only

Retail-north.ca services wholesale accounts in Canada exclusively. This returns policy applies to approved wholesale customers and is governed by the terms set out in your Wholesale Account Agreement. We do not accept consumer returns — end-user returns must be handled by the retailer in accordance with their own store policy.

Bot Assistance Available

Some returns may be eligible for free return shipping within Canada. We handle each wholesale return individually, with the goal of keeping our retail partners fully supported.

We stand behind the products carried by Retail-north.ca and will always strive for a smooth, fair, and quick return process. For any questions, please contact our support bot or wholesale support via live chat.

Before You Return Anything

Always contact wholesale support before returning any item. We will issue a Return Merchandise Authorization (RMA) number where applicable. Shipments received without an RMA may be refused or subject to additional fees.

All products must be returned complete, including all original packaging, accessories, and any promotional inserts, to be eligible for a refund, replacement, or account credit.

14-Day Free Returns (Canada)

If you initiate a return within 14 days of delivery, we will provide a pre-paid Canada Post return label for shipments within Canada. This 14-day free return window applies only to return shipping. It does not affect your eligibility to request a refund within 30 days for unused, sealed items.

Sealed & Hygienic Products

Due to health and hygiene regulations, returns are not accepted for any product with a broken seal. This applies to, but is not limited to, items from brands such as Storz & Bickel, PAX, Dr. Dabber, and Puffco, including glass mouthpieces and all mouthpieces intended for oral use, regardless of material.

Refund Eligibility (30 Days)

We accept returns for a refund on products that are unused, sealed, and returned within 30 days of delivery to your wholesale account.

In some cases, unopened and unused inventory may be accepted for return after 30 days at our discretion. Where accepted, a 20% restocking fee will apply and original freight charges are non-refundable.

Faulty Items

To be eligible for a refund, faulty items must be returned within 30 days from the date of invoice. After 30 days, we can offer a replacement or account credit only.

Faulty items may be returned for a replacement or account credit within 6 months of the original invoice date. After this period, the manufacturer's warranty applies.

Certain products, including the Volcano Hybrid, Volcano Classic, and Tinymight 2, can only be repaired directly by the manufacturer, who will provide a return shipping label. Retail-north.ca does not carry out repairs.

Consumables such as chambers, coils, glass or ceramic components, seals, and screens are excluded from refunds and are eligible for replacement solely in accordance with the manufacturer's warranty.

Batteries & Safety

For safety reasons, especially with lithium-ion batteries, we are unable to refund or replace items returned without prior authorization. Canadian and international transport regulations require that batteries be shipped under controlled conditions; unauthorized battery returns will be refused.

Order Cancellations

Wholesale orders may be cancelled if they have not yet been processed or shipped. Please email us at hello@retail-north.ca as soon as possible.

Damaged Items (Arrived Damaged)

If your shipment arrives damaged, please email us within 48 hours of delivery with clear photos of the item, the outer packaging, the packing slip, and the shipping label. We will arrange a replacement and may provide a prepaid Canada Post return label if required.

All items are quality-checked before dispatch. Please inspect your shipment on receipt and report any freight damage immediately so we can file the carrier claim.

Defective Items

If you or your end customer encounter a defect, please first consult the product manual for troubleshooting and warranty information. If the issue persists, contact us at hello@retail-north.ca.

Incorrect Items

If you receive the wrong product, please email us a photo of the item along with your packing slip. We will arrange a replacement at no additional cost and may require the incorrect item to be returned using a prepaid Canada Post label.

Unauthorized Returns

Returns submitted without prior authorization, with broken seals, or without a valid RMA code may be subject to a 20% restocking fee, and original freight charges will not be refunded. Only authorized returns are eligible for replacement or account credit.

Address & Delivery Issues

If a courier is unable to deliver due to an incorrect or incomplete address provided at checkout, or due to recipient unavailability, the parcel may be returned to us.

If re-delivery is required, the cost of return shipping and re-sending will apply. If the return was caused by an incorrect or incomplete delivery address provided at checkout, a CAD $15 re-delivery fee will apply.

Please contact us immediately after placing your order if you notice an address error, as we may be able to correct it before dispatch.

Refund Processing

Refunds are processed within 2–4 business days of receiving returned items that meet our Returns Policy. Refunds are normally issued to the original payment method or applied as account credit, per the preference noted on your wholesale account. Refund processing times do not include transit time or your bank's posting times.

Items must be returned within 30 days of delivery to be eligible for a refund and must be unused, in original condition, and in original packaging.
Please retain proof of postage and tracking for all returns. We cannot be held responsible for items lost in transit.
Used items are not normally eligible for a refund. Refunds for used items are issued solely at the discretion of our wholesale support team.
Returns for refund or account credit may be subject to a restocking fee of up to 20% in accordance with the sections above, and original freight costs are non-refundable.
Nothing in this policy affects rights you may have under your Wholesale Account Agreement or applicable Canadian law.

Canadian returns should be sent via Canada Post Expedited Parcel with tracking. We recommend insuring shipments above CAD $200.

If you cannot find the answer above, please contact our wholesale support team.