Return, Refund, and RMA Policy

Return, Refund, and RMA Policy

Last Updated: October 8, 2025

Applies To: All retail purchases made on https://www.KannacoCBD.com (“Retail E-Commerce Website”)

Support Contact: hello@kannaco.co

 

Quick Summary (At-a-Glance)

  • RMA (Return Merchandise Authorization) approval is required for all returns and refunds. Unauthorized returns may be refused or disposed of without credit or refund.

  • Visible shipping damage or shortages must be reported within 5 business days of delivery; concealed damage or defects within 10 business days.

  • The standard window for return or refund requests is 30 calendar days from the date of delivery.

  • Unopened products are eligible for a full refund within 30 days. Opened items may qualify for a store credit or replacement if a verified defect is confirmed.

  • If Kannaco, LLC is responsible for a shipping error, defect, or damage, a prepaid shipping label is provided.

  • For discretionary returns, the customer pays return shipping, and a 10% restocking fee may apply.

  • Refunds are typically processed within 3–10 business days after inspection; card refunds may take an additional 3–5 days to post.

  • Defective or damaged products are replaced or refunded at Kannaco’s expense unless another resolution is mutually agreed upon.

 

Policy Coverage

This policy applies to individual consumers purchasing directly from https://www.KannacoCBD.com.


It covers Kannaco-branded finished products, including but not limited to topical creams, gels, oils, and roll-ons sold through the retail website.

Exceptions apply for sample kits, trial-size promotional items, and final sale or clearance items, which are non-returnable.

This policy should be read together with our Terms of Service, Privacy Policy, and Shipping Policy.

 

Eligibility & Time Limits

Damage or Shortage on Delivery

  • For visible damage or missing items, note this with the carrier at delivery and contact us within 5 business days.

  • For concealed damage or product defects, notify hello@kannaco.co within 10 business days of delivery.

Standard Return & Refund Window

  • Products must be unopened, unused, and in their original packaging to be eligible for a refund or exchange within 30 days of delivery.

  • Items should have a minimum of 6 months shelf life remaining, unless otherwise noted.

Warranty / Defect Claims

  • Claims for manufacturing defects after 10 days are handled under our limited warranty.

  • Kannaco may request photos or the return of the item for inspection or authorize field destruction where appropriate.

 

Non-Returnable & Non-Refundable Items

  • Opened, used, or partially consumed products (unless defective).

  • Free gifts, promotional samples, or bonus items.

  • Items damaged due to improper storage, misuse, or handling after delivery.

  • Clearance, discontinued, custom, or final sale items.

  • Products purchased through unauthorized resellers, marketplaces, or auction sites.

 

How to Request a Return or Refund

Please email hello@kannaco.co with the following details:

  1. Full name and order number

  2. Items to return, including SKU or product name

  3. Reason for return (e.g., damaged, defective, incorrect item, or other)

  4. Photos of the product, packaging, and any visible issue

  5. Preferred resolution (replacement, refund, or store credit)

 

An RMA number will be issued by our support team if your return is approved.
RMA numbers expire 15 calendar days from issuance. Returns received without valid RMAs may be refused or delayed.

 

Packing, Shipping & Refund Processing

  • Use the original product packaging whenever possible.

  • Apply new labels to the outer carton only (do not ship bare product boxes).

  • Include your printed RMA form inside the package.

  • Unless Kannaco provides a prepaid label for an error or defect, the customer is responsible for return shipping.

  • We recommend using a trackable shipping method.

Refunds and credits are processed after inspection, typically within 3–10 business days of receipt.


Refunds are issued to the original payment method or as store credit, at Kannaco’s discretion.

 

Freight, Restocking, and Fees

  • If Kannaco is at fault, prepaid return labels are provided and no restocking fees apply.

  • For discretionary or change-of-mind returns, a 10% restocking fee and deduction of outbound and return shipping (no less than $8.99) may apply.

  • Refused or undeliverable shipments are subject to return freight charges and up to a 20% restocking fee.

 

Inspection, Outcomes, Credits & Refunds

  • Returned items are inspected for authenticity, condition, and compliance.

  • Approved returns qualify for a refund, credit, or replacement, minus any applicable fees.

  • Refunds may be reduced for missing packaging, labels, or signs of use.

  • Unauthorized returns may be discarded without refund.

 

Lost-in-Transit, Damage & Shortage Claims

If your shipment is delayed or shows no tracking movement 7 days past the expected delivery, contact us.


Validated claims supported by photos and documentation will be resolved through replacement, refund, or credit, at Kannaco’s discretion.

 

Special Categories

  • Final sale / clearance items are not eligible for refund or exchange unless defective.

  • Sample packs or tester units are non-refundable.

  • Promotional bundles must be returned in full for any refund eligibility.

 

Recalls & Product Withdrawals

If Kannaco initiates a recall, stop using or disposing of the product immediately and follow the instructions provided.


You may be issued a credit, replacement, or refund depending on the recall terms.

 

Out-of-Policy Returns

At our discretion, Kannaco may approve exceptions to this policy.
Out-of-policy returns are subject to up to 25% restocking fees and do not include freight reimbursement.

 

Storage, Handling & Shelf Life

To ensure product integrity, store Kannaco topicals in a cool, dry environment, away from sunlight.


Refunds may be denied for items that have been stored improperly or show signs of heat or light degradation.

 

Title, Risk & Chain of Custody

Ownership and risk transfer to the customer upon delivery confirmation.
Refunds are issued only for products returned directly to Kannaco under an approved RMA.

 

Contact

Kannaco, LLC

Retail E-Commerce Operations

Contact Support: hello@kannaco.co

Phone: (800) 684-8798

Address: 18913 W 158th Street, Olathe, KS 66062, USA

 

Examples

  • If your item arrives damaged, report within 10 days for a prepaid return label and replacement or refund—no fees.

  • If you change your mind and return unopened products within 30 days, you’ll receive a refund minus shipping and a 15% restocking fee.

  • Opened or used products may qualify for a one-time store credit if a defect is verified.

  • Unauthorized returns or expired products cannot be refunded.

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