Last updated: April 2026. This is a draft — please have a cannabis-law-aware lawyer review before relying on it.
Our commitment
We stand behind every product we sell. If something isn’t right with your order, we want to know about it and we’ll work to make it right.
Eligibility for refunds or replacements
You may be eligible for a refund, replacement, or store credit if:
- Your order arrived with incorrect items
- A product arrived damaged or leaking
- A product is visibly defective (mould, pest contamination, etc.)
- Your order was not delivered within the agreed window and you no longer want it
How to request
Email hello@kream.ca within 24 hours of delivery with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging (if applicable)
We’ll review and respond within 1–2 business days.
What we can’t refund
For health and regulatory reasons, we cannot accept returns of cannabis products that have been opened, consumed, or tampered with, except in cases of defect or error on our part. We also cannot refund:
- Orders refused at delivery for failed ID verification
- Change-of-mind returns after the package has been opened
- Products damaged through customer misuse or improper storage
Refund method
Approved refunds are issued via the original payment method where possible, or as store credit. Please allow 5–10 business days for refunds to appear depending on your payment provider.
Questions
Reach us at hello@kream.ca — we’ll take care of you.