Customer service

Returns & refunds.

Hemp flower is a perishable consumable, so we can't accept returns of opened products — but damaged or incorrect orders are on us, no questions asked.

Last updated: May 2026

The short version

Damaged in transit, wrong item, or missing item? We replace it free, within 14 days of delivery.
Opened flower, changed your mind, didn't like the taste? We can't accept those returns — flower is a perishable consumable.
Lost in transit (carrier marked "delivered" but you didn't get it)? Contact us within 7 days so we can open a carrier investigation.

Why we can't accept opened-product returns

Once a jar leaves our facility and the seal is broken, we can't verify the chain of custody or the storage conditions it experienced. For everyone's safety, opened flower can't go back into circulation. We won't be the company that resells someone else's returned product as fresh. This is the standard policy across the licensed hemp and cannabis trade.

What qualifies for a replacement or refund

Within 14 days of delivery, we will replace or refund any of the following at no cost to you:

Damaged on arrival. Broken jar, crushed packaging that compromised the product, water damage.
Wrong item. You ordered Strain A, we shipped Strain B. (Yes, we apologize in advance.)
Missing item. An item on your packing slip isn't in the box.
Defective product. A jar that fails its own COA spec on retest, or that arrived with a manufacturing defect.

How to file a claim

Email sales@leaftekdistributions.com within 14 days of delivery.
Include your order number (starts with LT-), a one-line description of the issue, and a photo of the damaged or incorrect item (or of the empty spot in the box for a missing item).
For a "delivered but not received" carrier issue, contact us within 7 days of the delivery scan date.

Our process & turnaround

We respond within 1 business day (Mon–Fri) with confirmation and next steps.
Replacements ship same day as soon as we confirm the claim, via the same shipping speed as your original order.
Refunds process within 5 business days back to your original payment method. Bank settlement can add 2–5 days on top of that.
For "lost in transit" cases, the carrier investigation takes 5–10 business days; we'll either ship a replacement or refund as soon as the carrier confirms the loss — you don't have to wait the full investigation window if you'd rather have the product.

Wholesale orders

Business Member and wholesale orders follow the same 14-day damage/incorrect-item window. For larger claims (full case damage, multi-unit defects), we may request return of the affected stock at our expense for QA before issuing replacement — you'll be notified in our claim response.

Questions

If you're not sure whether your situation qualifies, just ask — we'd rather make it right than hide behind a policy page.