Refund policy

Thank you for shopping with East Coast Connect. This Return and Refund Policy explains the conditions and procedures for returning products purchased through https://eastcoastconnect.ca/.

By placing an order with East Coast Connect, you agree to the terms described in this policy.

Return Period

You may request a return within 30 calendar days after your order has been delivered.

To be eligible for a return, the product must be unused, unopened, undamaged, and in the same condition in which it was received. It must also include its original packaging, labels, accessories, manuals, and any other items included with the product.

You must provide your order number and proof of purchase when requesting a return.

Products returned without prior approval may not be accepted or refunded.

Starting a Return

To request a return, contact East Coast Connect by email:

Email: eastcoast.amherst@proton.me

Please include the following information in your email:

• Your full name
• Your order number
• The product or products you wish to return
• The reason for the return
• Photographs, if the product is damaged, defective, or incorrect

If your return is approved, we will provide return instructions and confirm where the product must be sent.

Return address: Please contact East Coast Connect for the approved return address before sending any products.

Do not send a product until your return request has been approved by East Coast Connect.

Approved returns should be shipped within 14 calendar days after return instructions are provided. A return request may be cancelled if the product is not shipped within that period.

Return Shipping Costs

Unless the product is damaged, defective, or incorrect because of an error by East Coast Connect, the customer is responsible for all return-shipping costs.

Original shipping charges are non-refundable unless the return is caused by an error by East Coast Connect or the product was damaged or defective when delivered.

We recommend using a trackable shipping service and retaining your shipping receipt. East Coast Connect is not responsible for returned packages that are lost, delayed, damaged, or misdirected while being shipped back to us.

East Coast Connect does not charge a restocking fee for approved returns that satisfy this policy.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

Contact us as soon as possible if your order arrives damaged, defective, or incorrect. Where reasonably possible, contact us within seven calendar days after delivery so that we can investigate the issue.

Your email should include your order number, a description of the problem, and clear photographs showing the product, packaging, shipping label, and damage or defect.

If we confirm that a product was damaged, defective, or incorrectly supplied, East Coast Connect may offer an appropriate replacement, exchange, or refund. We will also provide instructions regarding return shipping where a return is required.

Nothing in this policy limits any rights or remedies available to you under applicable consumer-protection laws.

Products That Cannot Be Returned

The following products are not eligible for return unless required by law:

• Cannabis products or regulated products that have been opened, used, or altered
• Products marked as final sale
• Gift cards
• Digital or downloadable products after delivery or access
• Custom-made, personalized, or specially ordered products
• Products that have been used, damaged, altered, or returned incomplete
• Products missing original packaging, labels, accessories, or parts
• Sealed products that are not suitable for return for health or hygiene reasons after the seal has been opened
• Products that cannot be returned because of safety, health, legal, or shipping restrictions

Please contact us before purchasing if you are uncertain whether a particular product is eligible for return.

Sale and Promotional Products

Products purchased during a sale or promotion may be returned if they otherwise satisfy this policy, unless the product was clearly identified as final sale before purchase.

If a promotional discount was applied to several products, returning part of the order may affect the discount originally applied. The refund may be recalculated based on the products retained and the conditions of the promotion.

Exchanges

Exchanges are subject to product availability and approval.

To request a different product, flavour, strain, or item, contact us at eastcoast.amherst@proton.me.

In some cases, the fastest way to obtain another product is to return the original product for a refund and place a new order separately.

Any price difference, shipping charge, tax, or other applicable cost associated with an exchange may be charged or refunded as appropriate.

Return Inspection

After receiving a returned product, we will inspect it to determine whether it satisfies this policy.

We aim to complete the inspection within five business days after the return is delivered to us. Inspection may take longer during holidays, high-volume periods, or where additional investigation is required.

We will notify you by email whether the return has been approved, partially approved, or declined.

A return may be declined or reduced if the product has been used, damaged, altered, returned incomplete, or otherwise fails to satisfy the conditions stated in this policy.

Refunds

When a return is approved, the applicable refund will be submitted to the original payment method used for the order.

The refund may include the purchase price and applicable taxes for the approved returned product. Original shipping charges, expedited shipping charges, return-shipping costs, gift-wrapping charges, and other non-refundable charges will not be refunded unless required by law or the return resulted from an error by East Coast Connect.

After East Coast Connect submits a refund, your bank, credit-card issuer, or payment provider may require additional time to process and display the refund. Processing times are controlled by the payment provider and may vary.

Refunds cannot normally be issued to a different card, account, or payment method.

Late or Missing Refunds

If you have not received an approved refund:

• Check your bank or payment account again.
• Contact your credit-card issuer or payment provider.
• Ask your bank whether the refund is still being processed.

If you have completed these steps and still have not received the refund, contact us at eastcoast.amherst@proton.me.

Include your name, order number, returned-product tracking number, and the date on which the refund was approved.

Order Cancellations

To request an order cancellation, contact us as soon as possible after placing your order.

We will attempt to cancel the order before processing or shipment, but cancellation cannot be guaranteed.

An order that has already been processed, packaged, or shipped cannot normally be cancelled. After delivery, you may request a return under the terms of this policy.

Refused and Undeliverable Packages

If an order is returned because it was refused, unclaimed, addressed incorrectly, or could not be delivered for reasons outside our control, we will contact you after receiving it.

Any approved refund may be reduced by the original shipping cost, return shipping cost, carrier charges, customs charges, or other costs incurred in recovering the package, except where prohibited by law.

Gifts

Refunds are normally issued to the original payment method used by the person who purchased the product.

Gift recipients may contact us to discuss whether an exchange or store credit is available. Proof of purchase may be required.

Consumer Rights

This policy provides return and refund rights offered by East Coast Connect. It does not exclude, restrict, or replace any mandatory rights or remedies available under applicable consumer-protection laws.

Where applicable law provides you with greater rights than this policy, the applicable legal requirements will take priority.

Changes to This Policy

East Coast Connect may update this Return and Refund Policy from time to time to reflect changes to our practices, products, services, or legal obligations.

The updated policy will be published on https://eastcoastconnect.ca/ with a revised “Last updated” date.

The policy in effect when an order was placed will generally apply to that order, except where a change is required by applicable law.

Contact Us

For return, exchange, cancellation, or refund questions, contact East Coast Connect:

Email: eastcoast.amherst@proton.me

Website: https://eastcoastconnect.ca/