Returns and Exchanges
Thank you for shopping with Cannavista. If you are unsatisfied or changed your mind about your purchase, you may return most unopened items within 7 days of purchase for a refund or exchange, depending on brand policies. Unfortunately, we cannot accept back Special-Order Items, Soils & Mediums, Liquids, Nutrients, Trimming Machines, Lamps & Bulbs, Grow Tents, Trays, Harvest Tools, or Discontinued Products
All items must be returned unopened, in new condition, in original packaging and with all paperwork, parts and accessories. Please retain all packaging material until you’re completely satisfied with the condition and performance of the item(s) purchased. Doing so will make it easier to return your item(s) if necessary.
Unopened products can be returned within 7 days of customer receipt of shipment. A refund will be issued (less shipping, 3% credit card processing fee, and 20% restocking fee) once the product is received at the designated warehouse and inspected. Some products have different policies or requirements associated with them. Refunds are always issued back to the original payment method. Shipping charges are non-refundable. Orders cancelled after shipment are considered Unopened Returns and will be subject to shipping and restocking fees if applicable.
All returns must be first authorized by Cannavista. Items returned without prior authorization from Cannavista will be returned to sender. Once your return is processed, you will receive an email with the address of the warehouse the item(s) should be shipped back to and instructions for the return.
Return Requirements & Standards:
- Merchandise must be in new, resalable condition, and in the original, undamaged manufacturer’s packaging inside of a plain brown shipping box (over-boxed/double-boxed). Do not send products back in the manufacturer’s packaging without over-boxing.
- Products must be free of scratches, dents, or cosmetic defects.
- Items must not have been used or installed in any way.
- Return must include all informational brochures, installation guides, cords & accessories.
- Special order items may not be returned for a refund, only for replacement if defective or damaged in transit.
- Original shipping fees are not refunded except due to a shipping error, shipping damage or manufacturer defect.
- All sales are final on Discontinued and Closeout items, there will be no returns or exchanges on these products.
- We require that all shipments be inspected immediately upon delivery. Damages and discrepancies must be reported to Cannavista within 48 hours of receipt.
Cannavista may refuse a return for any item not in like-new condition. Additionally, returns may be refused if the manufacturer’s packaging is damaged or missing. The manufacturer’s packaging must be protected with a plain brown shipping box.
You are responsible for return shipping costs and for sending the item(s) back to the instructed warehouse in the same condition the shipment was delivered to you in. We highly recommend insuring your return package with the carrier of your choice. In the unfortunate event you send back an item, and it happens to be damaged, lost, or stolen in transit back to the warehouse, Cannavista is not responsible.
Online Return Request Instructions:
To request a return or exchange:
- Sign in to Cannavista.com
- Click Account
- Click Orders
- Click Request a Replacement or a Refund on the order you’re interested in
Unopened Return Instructions
- Address the package to the fulfillment center provided in the Return Authorization paperwork. Packages are not always returned to the original shipping location.
- Make sure the merchandise is in its original packaging (manufacturer’s packaging) and place it in a shipping box to prevent any damage to the manufacturer’s packaging.
- Please remove or cover any existing shipping labels, stickers, or other materials on the shipping box from previous shipments to avoid confusion. A black marker can also be used to cover any existing labels or bar codes.
- Drop off the return at any shipping company of your choice. We recommend authorized UPS or FedEx Service Centers as they offer tracking and insurance.
- Once you drop off your return, please allow 5-7 business days for your return to reach our warehouse.
- Once received, your shipment will be inspected, and a refund will be issued within 7-10 business days on most successful returns.
Open-Box/Defective Product Returns (Within 30 days of purchase)
In the case a product is defective within 30 days of receiving the order, we will exchange the product for a new one, issue a credit, or issue a refund after we receive and inspect the product. Please immediately contact us by phone or email if you discover one of our products is not working properly. We may be able to resolve the problem without the need for a return. Please also check your bulbs, wiring, surge protectors, etc. All products should be thoroughly tested prior to return. If a returned item is tested and determined to be fully functional, the product will be sent back to you. Cannavista will not offer a replacement or refund in these instances. Please troubleshoot and test your equipment before sending it back as defective!
Outside of the 30-day return window, you will only be eligible for a repair or replacement under warranty, if offered. Most products sold from Cannavista are covered under warranty. Warranties are agreements between the buyer and the manufacturer, not Cannavista. Cannavista accepts no responsibility, expressed or otherwise for any manufacturer’s warranty. Should you have a warranty issue, you will deal directly with the manufacturer or abide by their policies and timelines. We are bound by the manufacturer’s policy as well. Manufacturers will refer customers back to Cannavista when necessary.
Please be aware that some manufacturers require postage to be paid by the customer to and from them, some will only repair items under warranty, not replace or refund. Some manufacturers require end users to contact them directly for assistance and troubleshooting prior to offering a repair or replacement. It is your responsibility as a consumer to double-check the warranty being offered prior to purchasing a given product.
Items returned outside of the warranty period offered will not be accepted.
It can take 5-7 business days for your return to reach the fulfillment center. Once received and inspected (usually within 3-5 business days of delivery), your refund will be processed, posted, and automatically applied to your credit card or original method of payment within 7-10 days.
If a coupon was applied when purchasing the item returned, a refund for the discounted price paid will be issued to the original payment method.
Item/Shipment Damaged in Transit
It rarely happens, but occasionally item(s) are damaged during shipping. If you receive a package and you believe the item to have been damaged in transit to you, please refuse the package(s) with the driver, if possible, and clearly note any damage on the delivery receipt. If you are unable to refuse the damaged shipment(s), please notify Cannavista by email or phone immediately.
Ground packages must be opened within 72 hours of delivery to be inspected for any damage. Cannavista must receive notice of the damage to report the claim and process a refund and/or replacement on your behalf. Refunds or replacements cannot be guaranteed if the item(s) were signed for as received in good condition or if we are not notified of damage incurred in transit within 72 hours.
Freight (palletized) shipments require someone to be at the delivery location to sign for and inspect the shipment. If you notice ANY visible damage (forklift holes, puncture marks in the boxes, large dents, smashed corners, holes in the packaging, etc., please refuse the shipment and note the damage on the delivery receipt. Do not sign for and accept the package. If the shipment was already accepted, please notify Cannavista within 72 hours of delivery.
If you sign your name on the freight bill without noting any damages, then you are stating that you have received your order/shipment in acceptable condition. Once this has occurred, there is less possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from Cannavista.
Typically, Cannavista requires a picture of the outer packaging and the product itself (if possible) upon notification of the damage.
You will be responsible for full freight charges and applicable fees going both ways and a minimum 20% restocking fee for shipments that are refused for any reason other than the shipment was damaged in transit (not applicable to items damaged in storage) or if the shipping error was made by Cannavista.
Most orders may be canceled any time before shipment. Some products are made to order and if cancellation occurs after production a cancellation fee may apply. Once the order has physically shipped, partially or complete, it is considered fulfilled and will require a return and will be subject to shipping and restocking fees if applicable.
To request cancellation of an order prior to shipment, please contact Customer Service via email or by phone as soon as possible. The order is not considered canceled until you have been notified verbally or via email that we were successful in stopping the shipment from leaving the warehouse. Special-order items may not be cancelled.
As a reminder, we cannot accept back Special-Order Items, Soils & Mediums, Liquids, Nutrients, Trimming Machines, Lamps & Bulbs, Grow Tents, Trays, Harvest Tools, or Discontinued Products
Still have questions? Give us a call or send an email.
Cannavista is happy to be your cultivation partner and your experience is extremely important to us. Shop with confidence at Cannavista, knowing that if something does go wrong, we’ll do our best to fix it.
Contact us at: 402.431.2722, or by email at email@example.com