Our Returns Policy | Built on Lab Results, Not Fine Print
Our returns policy starts where most delivery services stop — at the lab. Every product we ship carries a third-party Certificate of Analysis from an accredited California lab. Therefore, we know exactly what is in every batch before it reaches your door. Furthermore, this policy complies fully with California state cannabis health and safety regulations. Consequently, some limitations apply that state law requires, not our preference.
Valid 21+ ID verification applies to all purchases, returns, and exchanges without exception. Additionally, California law governs all aspects of this exchange and refund policy.
Cannabis Returns Policy | What California Law Requires
California state cannabis regulations set strict limits on product returns. The following rules reflect legal requirements under California health and safety codes — not optional guidelines. Furthermore, according to California’s Bureau of Cannabis Control, all licensed cannabis retailers must follow these standards without exception.
All cannabis sales become final once a product opens or a customer consumes it. Opened cannabis products — including flower, edibles, pre-rolls, concentrates, sunrocks, and moonrocks — cannot be resold under any circumstances. MoonRock Online Shop destroys all accepted returns in full compliance with California state disposal regulations. Moreover, customers must never mail cannabis products back to us — this violates federal and state interstate commerce laws regardless of destination state legality.
Exchange Policy — Unopened Products
Our exchange policy covers unopened, sealed cannabis products in original packaging within 7 days of delivery. Furthermore, all of the following conditions must apply:
- Product completely unopened and sealed in original packaging
- Original lot, batch, or inventory ID number visible on packaging
- Proof of purchase — receipt or digital order confirmation — provided
- No signs of tampering or post-delivery damage
- Valid 21+ ID presented at time of exchange
Contact us through the website to arrange an exchange. Additionally, our licensed delivery service handles all pickups — customers must never mail cannabis products back by post.
Defective Product — Our Quality Guarantee
Every batch ships with a COA, so we verify product quality objectively before it leaves our facility. Therefore, defective product claims move quickly and fairly. Furthermore, Leafly confirms that COA-backed quality guarantees are the gold standard for licensed cannabis delivery services.
Damaged or Defective Product on Arrival
Report within 48 hours of delivery with your order number, batch number, and a clear photo of the defect. We issue a replacement or store credit within 24 hours of claim approval. No mail-back required for orders under $100.
Wrong Item Received
Report within 24 hours of delivery with your order number and a photo of what arrived. We reship the correct item the same day at zero additional cost. Moreover, the incorrect item stays with you as a courtesy.
Product Does Not Match COA
Contact us within 48 hours if your product differs from the COA on file — in potency, appearance, smell, or consistency. Include your batch number and a description of the discrepancy. We treat every COA mismatch as a defective product claim and cover it in full.
Contaminated Product
Report within 48 hours of delivery, including photos and the batch number. California health and safety regulations require the same-day processing of all contamination claims.
Vape and Hardware Exchange Policy
Vape cartridges, batteries, and hardware follow a separate defective product timeline. This is standard across the cannabis industry; furthermore, industry exchange policy standards confirm these timeframes as best practice.
Vape Cartridge Defects Report within 7 days of purchase. The cartridge must have at least 50% of the product remaining to qualify. Clogged or malfunctioning cartridges without signs of mishandling qualify for immediate exchange.
Battery and Hardware Defects Report within 30 days of purchase with proof of purchase. Devices that fail within the first 5 uses receive Dead-on-Arrival treatment and immediate replacement. Batteries with physical damage, water damage, or signs of misuse do not qualify.
What Does Not Qualify: Cartridges with less than 50% remaining, tampered cartridges, and hardware with post-delivery physical damage are not covered under this exchange policy.
Non-Cannabis Items — Accessories and Merchandise
Grinders, apparel, rolling trays, storage accessories, and branded merchandise follow a separate, more lenient returns policy:
- Return window: 30 days from purchase date
- Condition: Unused, in original packaging with tags attached
- Method: Contact us through the website to initiate
- Refund: Full refund to original payment method within 3–5 business days
- Proof of purchase: Required
Refund Options — You Choose
Three options apply to all approved claims:
Store Credit — issued within 24 hours of approval, never expires, applies to any product in our catalog
Replacement Shipment — ships same day when we approve before 2 PM Pacific, delivered through our licensed California service
Cash Refund — processed within 3–5 business days to your original payment method, available for defective product claims and non-cannabis returns
Most cannabis retailers avoid cash refunds entirely. We offer them under defective product claims because our COA documentation provides both sides with objective grounds for resolution. Therefore, disputes remain rare, and resolutions are swift.
How to Start a Claim — Three Steps
Step 1 — Find your order number. Check your delivery confirmation email.
Step 2 — Locate your batch number. Find it printed on the compliance sticker on your product label. California state cannabis tracking law requires this number on every licensed product.
Step 3 — Take a clear photo. Photograph the issue directly. For damaged deliveries, photograph the outer packaging first, then do not touch anything inside.
Send all three items to us through the website contact form. Most claims resolve in a single message exchange. No phone holds, no automated systems, no lengthy explanations required.
Never mail cannabis products back. Sending cannabis through the postal system violates federal law regardless of the destination state’s legality.
Timeframe Summary
| Issue | Report Within | Resolution |
|---|---|---|
| Damaged / defective product | 48 hours of delivery | Replacement or credit within 24 hours |
| Wrong item received | 24 hours of delivery | Reship same day |
| COA mismatch | 48 hours of delivery | Full cover — treated as defective |
| Contaminated product | 48 hours of delivery | Same-day processing |
| Vape cartridge defect (50%+ remaining) | 7 days of purchase | Exchange |
| Hardware/battery defect | 30 days of purchase | Replacement |
| The device fails within 5 uses | 30 days — DOA | Immediate replacement |
| Unopened sealed cannabis product | 7 days of delivery | Exchange only |
| Non-cannabis accessories | 30 days of purchase | Full refund |
Legal Compliance Statement
This returns policy complies fully with California Bureau of Cannabis Control regulations, California Department of Public Health guidelines, and all applicable state health and safety codes governing licensed cannabis delivery. MoonRock Online Shop holds a valid California cannabis delivery license. Furthermore, all exchanges follow strict state cannabis tracking, disposal, and hygiene requirements.
Returned cannabis products never go back on sale. California state disposal regulations require the destruction of all accepted returns. Moreover, no cannabis products may travel back to our facility by mail under any circumstances — federal law prohibits this regardless of state legality. All exchanges go through our licensed delivery service exclusively.
Contact Us
Start a return, exchange, or defective product claim directly through the website at moonrockonlineshop.com. Include your order number, batch number, and photo in your first message for the fastest resolution.
Phone: (424) 344-ROCK (7625) Hours: 7 days a week — delivery and support hours listed on the website
MoonRock Online Shop | California Licensed Cannabis Delivery | 21+ Only Last updated 2025 — subject to change in accordance with California cannabis regulations.