OTW Cannabis Co.
Effective Date: July 1, 2025
At OTW Cannabis Co., customer satisfaction is important to us. However, due to strict health and safety regulations governing the sale of cannabis products, all sales are final unless the product is defective, damaged, or delivered in error.
- General Policy
Due to cannabis industry regulations, we cannot accept returns or exchanges on cannabis or cannabis-infused products unless required by law. This includes dried flower, pre-rolls, concentrates, edibles, beverages, and topicals.
- Returnable Items
We may allow returns or exchanges under the following circumstances:
Incorrect item received
Product damaged in transit (unopened packaging only)
Defective product (e.g., vape cartridge not functioning)
All requests must be made within 7 days of the purchase or delivery date and must include the original receipt or order confirmation.
- Non-Returnable Items
Any opened cannabis product
Products damaged after delivery
Items purchased on sale or as part of a promotion
Accessories or merchandise that have been used
- How to Request a Return or Refund
To request a return or refund, please contact our customer service team at:
Email: otw.empire.co@gmail.com
Include the following in your request:
Order number or receipt
Photos of the product/packaging (if damaged or defective)
Description of the issue
Our team will respond within 1–3 business days to assist you with your request.
- Refunds
If approved, refunds will be issued:
Back to the original form of payment
As store credit (in certain cases)
Please allow up to 5–10 business days for the refund to appear on your statement.
- Exchanges
If an eligible item is defective or incorrect, we may offer an exchange for the same item or a similar one of equal value, subject to availability.
- Insured packages
All packages are insured for $100 of the price. But apartment shipping locations are not insured. - Changes to This Policy
OTW Cannabis Co. reserves the right to update or modify this Return Policy at any time. The latest version will always be available on our website or in-store