MoonRock Quality Promise | The Cannabis Return Policy Built on Lab Results
Our cannabis return policy starts where most delivery services stop — at the lab. Furthermore, every single product we ship leaves our California facility with a third-party Certificate of Analysis attached. Therefore, we already know exactly what’s in every batch before it reaches your door. Consequently, defective products are rare. However, when something goes wrong, we fix it fast — no fine print maze, no runaround, no excuses.
Why Our Exchange Policy Is Different From Every Other Delivery Service
Most cannabis delivery services avoid talking about their refund policy. Moreover, the ones that do bury it in legal language designed to make returning anything as difficult as possible. Additionally, according to Leafly’s consumer trust research, transparency in product quality is the single biggest driver of repeat purchases in legal cannabis markets.
We built our cannabis delivery guarantee around one simple idea — if you can prove something is wrong, we make it right. Period. Furthermore, because every order ships with a COA, both sides already have the documentation. Therefore, there is no dispute about what the product should be. Consequently, resolutions happen fast.
The Full Quality Guarantee — Every Scenario Covered
Damaged or Defective Product on Arrival
First, contact us within 48 hours of delivery with a photo of the issue. Furthermore, include your order number and the batch number from your product label. We then send an immediate replacement or issue store credit — your choice entirely. Moreover, for orders under $100, no return shipment is required. Additionally, we process all defective product claims within 24 hours of receiving your photo.
Wrong Item Received
Contact us within 24 hours of delivery. Furthermore, include your order number and a photo of what arrived. We reship the correct item same day at zero additional cost. Moreover, you keep the incorrect item as a courtesy for the inconvenience caused.
Vape or Hardware Defects
Report within 30 days of purchase with proof of purchase attached. Furthermore, if the device fails within the first five uses, we treat it as Dead on Arrival and replace immediately. Additionally, battery defects discovered after extended use are evaluated case by case — contact us directly and we will work it out.
Opened Flower and Infused Products
All flower and infused cannabis products — including sunrocks, moonrocks, and pre-rolls — are final sale once opened. This is standard across the legal cannabis industry for health and hygiene compliance. However, if your opened product tests differently from the COA on file for that batch, we treat it as a defective item and cover it fully. Therefore, the COA is your protection as much as ours.
Refund and Store Credit — How It Works
Store credit is issued within 24 hours of claim approval. Furthermore, store credit never expires and applies to any product in our catalog. Additionally, cash refunds are processed within 3–5 business days to your original payment method. Moreover, replacement shipments go out same day if approved before 2 PM Pacific.
Consequently, most customers receive their resolution — replacement, credit, or refund — within 24–48 hours of filing a claim. Therefore, there is no weeks-long waiting period and no back-and-forth with multiple departments. One contact. One resolution.
What You Need to File a Claim
The process is simple. First, locate your order number from your confirmation email. Second, find the batch number on your product label — it is printed directly on the compliance sticker. Third, take a clear photo of the issue. Finally, contact us through the website with all three items attached.
That is everything we need. Furthermore, we do not require you to ship products back for claims under $100. Additionally, we do not require a lengthy written explanation. Moreover, we do not make you wait on hold or navigate an automated phone system. Therefore, most claims are resolved in a single message exchange.
Why Every Order Ships With a COA — And Why That Matters for Your Protection
A Certificate of Analysis is a third-party lab document that verifies exactly what is in a cannabis product — THC percentage, CBD percentage, terpene profile, pesticide screening, microbial testing, and batch identification. Furthermore, it is produced by an independent accredited laboratory, not by us.
Therefore, when your order arrives with a COA, you have independent verification of exactly what you received. Consequently, if something about the product does not match the COA — potency, appearance, smell, consistency — that is documented grounds for an exchange or refund under our cannabis delivery guarantee.
Moreover, this is why our quality guarantee can be stronger than most. We are not guessing about product quality. Additionally, we are not relying on customer descriptions alone to evaluate claims. The COA is the objective standard for every resolution. Therefore, disputes are rare and resolutions are fast.
According to California’s cannabis compliance standards, all licensed cannabis products must pass third-party testing before sale. Furthermore, we go beyond the minimum — providing COA documentation directly to every customer as a standard part of every order.
Frequently Asked Questions — Cannabis Return Policy
How long do I have to report a problem? 48 hours for damaged or defective products. 24 hours for wrong items received. 30 days for vape and hardware defects. Furthermore, contaminated products must be reported within 48 hours of delivery for health and safety reasons.
Do I need to return the product? Not for orders under $100. Additionally, defective opened products do not require return shipment in most cases. Contact us first and we will confirm what is needed for your specific claim.
Can I return a product because I did not like the effects? Unfortunately no — this is standard across all licensed cannabis retail and delivery operations for health and hygiene compliance. However, if the effects were significantly different from what the COA suggests for that batch, contact us. Moreover, unexpected effects can sometimes indicate a product issue worth investigating.
What if my product arrived damaged by the carrier? Carrier damage is covered under our cannabis delivery guarantee. Furthermore, photograph the outer packaging as well as the product before moving anything. Additionally, include both photos with your claim. Consequently, carrier damage claims are processed the same as defective product claims.
Is store credit the only option? No. You choose between store credit, replacement shipment, or cash refund. Furthermore, store credit never expires. Additionally, replacements ship same day when approved before 2 PM Pacific.
What products are final sale? All opened flower, infused flower products, edibles, and pre-rolls are final sale for hygiene compliance — consistent with industry-standard cannabis return practices. However, hardware, vapes, and unopened sealed products may be eligible for exchange within stated timeframes.
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The MoonRock Standard — Quality You Can Verify Before You Open Anything
Every other delivery service asks you to trust them. Furthermore, most of them give you no way to verify that trust independently. Additionally, when something goes wrong, you are left arguing about what the product should have been.
We do it differently. Moreover, we give you the lab results before you open the package. Consequently, you know exactly what you ordered, what you received, and what the standard is — before the first hit. Therefore, our cannabis return policy is not just a customer service tool. It is the logical conclusion of selling only lab-verified products.
Order with confidence today. Use code MOON15 for 15% off your first order.
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MoonRock Online Shop | California Licensed Cannabis Delivery | 21+ Only | Questions? Contact us directly through the website.