Last updated September 6, 2024
Retailers requesting to return products must fill out all required fields in the Return Merchandise Authorization (RMA) form electronically with the following information:- Business information (licence number and store name)
- Contact details (full name and contact information for the person submitting the return request)
- Product name: SKU number and lot number
- Order number and order date
- Quantity in eaches
- Return Category and Reason for Return
- Note: retailers need to select the most appropriate option for the Return Category and Reason for Return in the drop-down list on the form (select Return Category first and then Reason for Return)
Please refer to the Wholesale Central Delivery Product Returns information as outlined on the BC Cannabis Wholesale web page for details on the Returns and Cannabis Product Recall Policies.
The RMA form will indicate if you need to submit a photo with your return depending on the reason for return. Photos are no longer required for concealed defects unless there are health concerns related to visible mould or foreign contaminants. Photos must showcase the reported defect(s) for products such as visible defects, short-dated products, products outside potency advertised or aged products.
Please note, defects in cannabis products and accessories discovered after 15 days of sale to the retail customer are not eligible for credit from BC Cannabis Wholesale. If the product was returned to the retailer by a counter customer, the retailer must provide a copy of the purchase and return receipt to the Customer Care team to be eligible for a return and refund.
Please completely fill out the RMA form electronically, attach the necessary photos and send it to our Customer Care Team at [email protected] to initiate your request. To expedite a return request, we recommend that retailers rename the photo to the SKU number requested to be returned, for example 101234.jpg. Incomplete or missing information may result in a delayed return review time or a declined return.
If your return request is approved, our Customer Care team will provide instructions on how to return products to our warehouse. Some returns do not need to be returned to the warehouse; these returns will be marked as “Destroy in Store” on the final RMA form that we send to you. All returns stating “Return to DC” must be physically returned using the return label that our team provides to you.
Refunds are posted to the retailer’s account as a credit, and this will be applied to subsequent orders.
More details on each Return Category can be found on the Return Requirements tab on the RMA form. This tab provides a brief description of the Return Category, Reason for Return examples and what information is required to complete the return request. If retailers require any assistance with the RMA request, please contact our Customer Care Team at [email protected].
RMA Reference Guide
To assist you with BC Cannabis Wholesale’s return process, an RMA Reference Guide is available below for stores to use as an instructional guide explaining how to complete your return.
Links to download:
Return Merchandise Authorization (RMA) Reference Guide
Return Merchandise Authorization (RMA) form – V3.8
FAQs
Can I fill out the RMA form by hand and send a copy to the Customer Care Team?
We recommend filling out the RMA form electronically with the full details of the products you are looking to return. The RMA form can be downloaded from the BC Cannabis Wholesale website and opened in Microsoft Excel to input all the business and product details required to submit your return request. Once you have downloaded and filled out the form, save a copy for your records. All returns must be emailed to our Customer Care Team at [email protected].
What happens if the reason for return is not listed on the form?
All sales are final except for mis-shipped products, recalled products, defective products and products damaged in transit. These reasons for return can be found in the drop-down list within the RMA form. Please select the most appropriate Return Category first, and then select the Reason for Return from the available options. If you cannot find an appropriate reason, please select the closest available option and provide more details under ‘Additional Information’ (column “K”).
I can’t open the RMA form; how should I proceed?
The RMA form is intended to be used with Microsoft Excel and other platforms may not be compatible with the latest RMA form. If you do not have Microsoft Excel, you can use the online version available from Microsoft Office.
If you are having difficulty opening the RMA form, please contact our Customer Care team to further assist you at [email protected] or 1-833-420-2227.
No one has replied to my email regarding my return, what do I do next?
Retailers should receive an automatic reply once returns are submitted to our Customer Care team and a service ticket number will be assigned to your return. If you do not receive a reply after receiving the auto reply message, please reply to the auto reply email with the service ticket number attached. This will allow our team to review your return. Please do not send a new separate email as this may cause a further delay in getting your returns request addressed.
What should I do if I haven’t received a credit for my return?
Credits are issued to your account when the returns are processed in our Richmond Distribution Centre for returns marked as ‘Return to DC’. Please allow up to 10 business days for your return request to be processed on your account once the package has been picked up.
If you have not received a credit for your return, please contact our Customer Care team to further assist you at [email protected] or 1-833-420-2227.
How should I pack my approved returns?
Once your return is approved, please follow the steps below on how to prepare your shipment for return:
- Include a printed copy of the final RMA pdf in your parcel.
- All products labeled “Yes - Return to DC” should be packaged.
- Ensure your parcel is securely packed, wrapped and reinforced.
- Affix the shipping return label to the largest side of your parcel.
The return shipment can include multiple RMAs, but all items that belong to each RMA should be packaged separately.
My email limits attachments and I can’t include all the required photos in a single email – how can I provide all the necessary photos for my return request?
After sending your initial email to the Customer Care Centre, you will receive an automated email reply including a service ticket number. Please wait for this automated email and then reply to it and attach any remaining photos. By replying to the automated email, your reply and any additional photos will automatically be attached to your service ticket allowing the customer care centre team to work on your RMA request without delay.