Return, Refund, and RMA Policy

Kannaco, LLC: Wholesale B2B 

Last updated: October 8, 2025

Applies To: All wholesale orders placed on https://www.wholesale.kannacocbd.com (“Wholesale Website”)

Support contact: wholesale@kannaco.co

 

 

Quick Summary (At‑a‑Glance)

• RMA approval is required for all returns and refunds. Unauthorized returns may be refused or disposed of without credit or refund.
• Visible damage or shortage must be reported within 5 business days of delivery. Concealed damage or defects must be reported within 10 business days.
• Standard window for returns and refund requests on resalable goods is 30 calendar days from the date of delivery.
• Unopened merchandise is eligible for a full refund within 30 days. Opened items may qualify for store credit or exchange when defects are confirmed.
• If Kannaco, LLC is at fault (mis-ship, defect, damage), a prepaid shipping label or carrier pickup is provided. For other returns or refunds, the customer pays return shipping, and actual carrier costs (no less than $8.99) are deducted from refunds or credits.
• A standard restocking fee of 15% applies to discretionary returns not due to our error, though this may range from 10–20% based on item condition or repackaging needs.
• Returned items must be unopened and in resalable condition, with at least 6 months shelf life remaining unless otherwise stated for closeouts.
• Refunds and credits are typically processed 3–10 business days after the return is received and inspected. Card refunds may take an additional 3–5 days to post.
• Defective or damaged products are replaced at Kannaco, LLC’s expense unless an alternative refund or credit is agreed.

 

 

Policy Coverage

• Applies only to authorized resellers purchasing for resale. Consumer returns from buyers must be handled by the reseller, while Kannaco, LLC supports only the purchasing account holder.
• This policy covers Kannaco‑branded finished goods, designated testers, and displays/POP sold as SKUs. Exceptions apply for custom, special‑order, and closeout items.
• All procedures should be read together with the Terms of Service, Shipping Policy, MOP, and MAP.

 

 

Eligibility & Time Limits

• Damage/Shortage on Delivery
• For visible damage or shortage, note this on the carrier receipt and contact support within 5 business days of delivery.
• For concealed damage or defects, contact support within 10 business days of delivery.
• Standard Return & Refund Window
• Unopened, unused merchandise in intact original packaging can be returned or refunded up to 30 calendar days from delivery.
• Items must have at least 6 months shelf life remaining unless otherwise agreed.
• Warranty/Defect Claims After 10 Days
• Claims for manufacturing defects after the 10-day period are covered under the limited warranty and may require return, replacement, or field destruction with photographic evidence.

 

 

Non‑Returnable & Non‑Refundable Items

• Items that are opened, used, or partially consumed (unless defective and eligible for exchange).
• Broken case packs unless sold as open stock.
• Products lacking original packaging, with broken tamper seals, or defaced/removed barcodes.
• Short‑dated items unless shipped that way by Kannaco, LLC.
• Expired, discontinued, custom, special‑order, or made‑to‑order items.
• Free samples or free testers.
• Items damaged post-delivery due to improper storage or handling.
• Products returned for compliance or pricing reasons.
• Unauthorized marketplace or channel violation merchandise.

 

 

Return, RMA and Refund Request Process

Email wholesale@kannaco.co with the following information:

• Order/invoice number and company name
• SKUs, quantities, item conditions
• Lot/batch numbers and expiry dates
• Photos of outer cartons, product labels, and any damage
• Reason for return, exchange or refund
• Preferred resolution (replacement, refund, credit, or exchange)
• Pickup location and receiving hours for pallet returns

RMA numbers expire in 15 calendar days. Returns without active or valid RMAs may be refused.

 

 

Packing, Shipping, & Refund Processing

• Ship returns in the original cartons whenever possible. Use sturdy boxes with proper packing material if needed.
• Apply shipping labels only to the outside of the carton. Include the RMA printed inside.
• Remove or cover old shipping labels and barcodes.
• Stack, wrap, and label pallet returns securely.
• Unless Kannaco, LLC provides a prepaid label for returns due to error or defect, the customer is responsible for freight, insurance, and risk of loss until arrival.
• Refunds and credits are processed after inspection and typically issued within 3–10 business days.
• Refunds are provided to the original payment method or as store credit at Kannaco, LLC’s discretion. Net terms accounts receive credit memos that can be applied to open invoices or future orders.

 

 

Freight, Restocking, and Fees

• If Kannaco, LLC is at fault, prepaid labels are provided and restocking fees are waived.
• For customer-initiated returns and refunds, customers cover shipping costs. Label charges are deducted from the refund or credit.
• Restocking fees of 15% apply to standard returns, with potential increases based on evaluation.
• If a shipment is refused or undeliverable, customers pay return freight, carrier fees, and a standard restocking fee of 10% and up-to 20% depending on the size of the order.

 

 

Inspection, Outcomes, Credits & Refunds

• All returns and refund requests are inspected for compliance, condition, and quantity.
• Approved returns qualify for replacement, credit, or refund at the net invoice price less any applicable fees and deductions.
• Credits or refunds may be reduced for missing packaging or failed quality checks.
• Unauthorized or ineligible goods will be discarded or returned at customer expense when requested.
• Chargebacks are not permitted as a means for requesting refunds.

 

 

Lost-in-Transit, Damage, and Shortage Claims

• If tracking shows no progress seven days past the expected delivery date, contact support to coordinate with carriers.
• Claims for lost, damaged, or short shipments must be supported with evidence and photographs.
• Validated claims result in replacement, credit, or refund at Kannaco, LLC’s discretion.

 

 

Warranty Claims (Manufacturing Defects)

• Kannaco, LLC warrants products to conform to labels and be free of material defects up to expiry or 12 months from shipment.
• Submit claims by email including invoice, batch details, and photos. Items may require return, replacement, or field destruction.
• Remedies may be repair, replacement, or refund at Kannaco, LLC’s option.

 

 

Special Categories

• Closeouts and final sale items are not refundable unless defective.
• Custom and special orders are non‑returnable and non‑refundable unless faulty.
• Displays, POP, and testers are only refundable if shipped in error or defective upon arrival.
• Regulatory holds do not make items eligible for return or refund.

 

 

Recalls, Withdrawals, & Corrections

• If Kannaco, LLC issues a recall or withdrawal, halt sale and quarantine affected items immediately. Cooperate fully in the process.
• Credit, replacement, or refund is issued per recall terms.

 

 

Out-of-Policy Refunds

Kannaco, LLC may, at its discretion, accept out-of-policy returns or refunds. Higher restocking fees (up to 25%) and no freight reimbursement may apply.

 

 

Storage, Handling & Shelf Life

Proper storage and FIFO stock rotation is required. Refunds and credits may be denied or reduced for mishandled or improperly stored goods.

 

 

Title, Risk & Chain of Custody

Title and risk pass to the customer when goods are tendered to the carrier. Refunds are issued only for items with a clear chain of custody to Kannaco, LLC and valid RMA approval.

 

 

Changes to This Policy

Kannaco, LLC may update this policy periodically. Changes take effect when published or updated on the Wholesale Website.

 

Contact

Kannaco, LLC:

Wholesale B2B E-commerce Operations
Email: wholesale@kannaco.co

 

 

Examples

• If a mis-shipment occurs, report within 10 days for prepaid label, replacement or refund with no restocking fee.
• Overstock or change-of-mind returns for unopened units received within 30 days qualify for a refund, minus shipping and 15% restocking fee.
• Concealed damage claims made within 10 days are processed via prepaid label after review, then replaced or refunded.
• Expired product is not refundable.
• Unauthorized returns sent without RMA may be refused or discarded, with no refund possible.