Effective Date: July 15, 2026

Last Updated: July 15, 2026

 

This Return and Refund Policy applies to medical cannabis and cannabis-related products purchased through https://medical.cannara.ca by patients registered with Cannara Biotech (Québec) Inc. (“Cannara”). This Policy forms part of Cannara’s Medical Program Terms and Conditions. Capitalized terms not defined in this Policy have the meanings given to them in the Terms and Conditions.
Nothing in this Policy limits any legal warranty or other right or remedy available under applicable federal or provincial law, including the Consumer Protection Act (Québec), where applicable.
 

Because cannabis is a regulated product, Cannara does not generally accept returns of opened or partially used medical cannabis products for reasons such as a change of mind, personal preference, dissatisfaction with a product’s expected effects or an error in selecting a product. Cannara may, however, authorize or require the return of an opened, partially used or unopened product in connection with:

• an incorrect shipment;
• damaged or defective packaging or products;
• a suspected product-quality or safety issue;
• an adverse reaction;
• a complaint or investigation;
• a product recall; or
• any other circumstance in which a return is required or appropriate under applicable law.

Products must not be returned unless Cannara has first authorized or requested the return and provided appropriate return instructions.

2. Damaged or Defective Product

A patient who receives a product with damaged packaging, a broken or compromised seal, incorrect or incomplete labelling, or another apparent defect should contact Cannara Medical Patient Services within seven (7) calendar days after delivery.
The patient should provide:

• the patient’s name;
• the order number;
• the product name and lot number, where available;
• a description of the issue; and
• clear photographs of the product, packaging, shipping container and shipping label, where applicable.

The patient should retain the product and all related packaging until Cannara has completed its review or provided further instructions. The patient should not use a product if its safety, quality or integrity may have been compromised. Cannara will review the matter and may request additional information or require the return of the product. Depending on the circumstances and the requirements of applicable law, Cannara may provide a replacement, refund or other appropriate remedy.

3. Incorrect Products or Order Errors

If the product received is different from the product ordered, or if an order is otherwise incomplete or incorrect, the patient should contact Cannara Medical Patient Services within seven (7) calendar days after delivery. The patient should provide the order number, a description of the error and photographs of the products received, where reasonably requested. Cannara may arrange for the return of an incorrectly shipped product where appropriate and permitted by applicable law. Cannara will, depending on the circumstances:

• ship the correct product;
• replace a missing product;
• issue a refund; or
• provide another appropriate remedy.

Where the correct product is unavailable, Cannara may issue a refund rather than provide a replacement.

4. Lost or Undelivered Shipments

A patient who believes that an order has been lost or has not been delivered should contact Cannara Medical Patient Services within seven (7) calendar days after the estimated delivery date shown in the shipment-confirmation email or carrier tracking information.:

• the patient’s name;
• the order number;
• the tracking number;
• the delivery address; and
• a description of the circumstances. 

Cannara may require the patient to verify the delivery address, review the carrier’s tracking information, check with other members of the household or building personnel, and provide information reasonably required for Cannara or the carrier to investigate. Cannara will work with the carrier to investigate the shipment. An investigation may require up to fourteen (14) business days from the original shipment date or such longer period as may reasonably be required by the carrier or Cannara. Cannara will provide the patient with available updates, but cannot guarantee that the carrier will complete its investigation within a particular period. If the shipment is confirmed lost or undelivered, Cannara will, depending on the circumstances and applicable law:

• replace the shipment;
• issue a refund; or
• provide another appropriate remedy.

A carrier’s indication that a shipment has been delivered will be considered as part of Cannara’s investigation but will not, by itself, eliminate any right or remedy available to the patient under applicable law.

5. Order Cancellations

A patient may request cancellation of an order by contacting Cannara Medical Patient Services at medical.support@cannara.ca before the order has been shipped. Cannara will use reasonable efforts to accommodate a cancellation request but cannot guarantee that an order can be cancelled after it has entered processing. An order cannot be cancelled after it has been transferred to the carrier. Where an order is successfully cancelled before shipment, Cannara will refund any amount charged for the cancelled products, together with any corresponding shipping charges and taxes.

 

Subject to the exceptions set out in this Policy and any rights available under applicable law, Cannara does not generally provide refunds for:

• opened or partially used products returned because of a change of mind, personal preference or dissatisfaction with the product’s expected effects;
• products that have been fully or largely consumed;
• products damaged after delivery as a result of improper handling, storage or use;
• products obtained from a person or source other than Cannara;
• products for which Cannara cannot reasonably verify the purchase;
• shipping charges where the order was correctly processed and delivered as ordered; or
• requests submitted outside the applicable reporting period where the delay prevents Cannara from reasonably investigating the claim.

Cannara will not deny an otherwise valid claim solely because it was submitted outside a stated reporting period where doing so would be prohibited by applicable law.

7. Refund or Replacement Determination

Cannara will determine the appropriate remedy after reviewing the circumstances of the request and any supporting information.
Depending on the nature of the issue, Cannara may:

• replace the affected product;
• reship an order;
• issue a full or partial refund;
• provide another appropriate remedy; or
• decline the request where the product and shipment were supplied in accordance with the order and no legal or policy basis for a refund or replacement exists.

Where Cannara offers a replacement, the replacement remains subject to product availability, the patient’s registration status, the patient’s authorized quantity and all applicable regulatory limits. Cannara may issue a refund rather than a replacement where the requested product is unavailable or where replacement is not operationally or legally appropriate. Nothing in this section limits any mandatory right or remedy available under applicable law.

8. Refund Method

Unless otherwise agreed with the patient or required by applicable law, refunds will be issued to the original payment method used to complete the order. Cannara does not ordinarily issue refunds in the form of store credit unless the patient expressly agrees. Cannara may require reasonable information to verify the original transaction before processing a refund.

9. Refund Processing Times

Cannara will process an approved refund within a reasonable period after completing its review.
After Cannara submits the refund:

• credit card refunds may require approximately five (5) to ten (10) business days to appear on the patient’s account; and
• refunds through another payment method may require additional time determined by the applicable payment provider or financial institution.

Cannara does not control the processing times of banks, credit card issuers or payment-service providers.

10. Returns Authorized by Cannara

Where Cannara authorizes or requires a return, Cannara will provide instructions concerning:

• the return method;
• the return address;
• packaging and handling requirements;
• any carrier or shipping label to be used; and
• any information or documentation that must accompany the product.

Patients must not mail, courier or otherwise send cannabis products to Cannara without prior authorization. Where the return arises from Cannara’s error, a damaged or defective product, a recall or another issue for which Cannara is responsible, Cannara will arrange or reimburse reasonable return-shipping costs where appropriate. Cannara may decline responsibility for unauthorized return-shipping charges or for products returned contrary to Cannara’s instructions.

11. Product Complaints and Adverse Reactions

A refund or return request involving a suspected product-quality issue, safety concern or adverse reaction may also be handled under Cannara’s complaint, investigation or adverse-reaction procedures.
Cannara may request information reasonably required to assess the issue, including:

• the product name;
• the lot number;
• the amount used;
• the manner and timing of use;
• a description of the concern or reaction;
• photographs of the product and packaging; and
• other information relevant to the investigation.

Patients experiencing a serious or unexpected adverse reaction should stop using the product and seek appropriate medical assistance. In a medical emergency, patients should contact emergency services immediately. Submitting a refund request does not replace the need to report a suspected adverse reaction or safety concern to Cannara Medical Patient Services.

12. Recalls

Where a product is subject to a recall, Cannara will provide affected patients with applicable instructions concerning use, storage, return or disposal. The remedy available in connection with a recall may include a replacement, refund or another measure appropriate to the circumstances. Recall-related returns are not subject to the general restriction on opened or partially used products.

13. Disputes and Escalations

A patient who disagrees with Cannara’s decision concerning a refund, replacement or return request may ask that the matter be reviewed by contacting:
Cannara Medical Patient Services
Email: info@cannara.ca
The patient should provide the applicable order number and explain the reason for requesting further review. Cannara will review the matter in good faith and provide a response within a reasonable period. Nothing in this Policy prevents a patient from exercising any right or remedy available under applicable law or from contacting an applicable consumer-protection authority, including the Office de la protection du consommateur in Québec.

14. Fraudulent or Abusive Requests

Cannara may refuse a refund, replacement or return request where it reasonably determines that the request:

• is fraudulent or misleading;
• involves altered, substituted or counterfeit products;
• relates to products not purchased from Cannara;
• involves repeated or abusive claims unsupported by the available information; or
• is otherwise made in bad faith.

Any decision under this section remains subject to applicable law and does not limit a patient’s mandatory consumer rights.

15. Relationship to Other Policies

Shipping-related matters are also governed by Cannara’s Medical Program Shipping Policy.
Patient registration, account use, ordering and other matters are governed by Cannara’s Medical Program Terms and Conditions.
If there is an inconsistency between this Policy and the Terms and Conditions, the Terms and Conditions will prevail, except to the extent that this Policy provides the patient with a greater right or remedy or applicable law requires otherwise.

16.Contact

CANNARA BIOTECH (QUEBEC) INC.
333 BOULEVARD DECARIE, SUITE 200
VILLE SAIN-LAURENT, QUEBEC
H4N3M9

Email: medical.support@cannara.ca