Primary Jane Return Policy

Our motto: customer service is priority

Returns & Exchanges:

If you are not fully satisfied with your purchase please e-mail your request to sales@primaryjane.com for return approval within 15 days of your purchase, or call 1-855-774-5263. Once your return is approved we will provide you with an e-mailed, printable USPS packing slip which can be applied to your package with tape and dropped back into your mailbox for pickup by USPS – making your return process easy.

WILL I GET MY MONEY BACK?

For approved returns, we will refund the value of your original order (minus all shipping costs) once we receive the returned goods and evaluate them. The postage value for both your outgoing and returned package will be deducted from the returned funds value, unless we state otherwise.

WHAT RETURNS / EXCHANGES ARE ACCEPTED?

Typically, product returns must be in the same physical condition as received and in the original packaging since our products are consumable. However, in some cases, we will accept returns even if the product is opened. 

1. LEAKING VAPE PRODUCT – Typically, we will not refund vape products for leaks UNLESS it is a leak that happened during shipping and the tank has noticeably leaked out oil upon arrival (which may happen in hot seasons or locations). Please contact us promptly when your package arrives if this is an issue that occurs. Leaking during or after use is typically due to overheating and storage conditions which we cannot control once in your possession. Please keep your cartridge or disposable pen stored in a cool location when not in use. Do not chain vape the product more than a couple of times without letting the oil cool. Chain vaping may cause overheating and leaking may occur.
2. DAMAGED VAPE PRODUCT (after it is in your posession) – We are unable to refund vape products that are broken due to dropping, over-tightening the cartridge onto the battery, etc. Please take care when using and storing your product for a happy experience. 
3. SHIPPING DAMAGE – All of our products are tested for quality and all shipments are carefully inspected before leaving our warehouse. Please check your shipment upon arrival to ensure it has not been damaged during shipping. We now offer Route shipping protection. Route will cover your package on all shipping related loss –  damage, theft, lack of arrival, incorrect delivery, etc. We HIGHLY suggest adding Route protection to your order so that you are covered.  We make NO PROFIT offering Route to our customers. It protects both parties and results in a satisfactory outcome no matter the issue at hand. USPS makes it very difficult to recoup any loss on damaged or lost product, which is why Route is necessary for us as a business.
4.  FAULTY VAPE PRODUCT – If you feel that your product is faulty due to manufacturing error and not user error / damage, please contact us via email or phone to explain the situation to us so we can work to rectify the issue.
5. CONCENTRATES – We do not accept returns on opened concentrates.
6. DRINK MIXES – We do not accept returns on opened Pure HYDRO and Pure HYDRATE drink mixes.
7. GUMMIES – We do not accept returns on opened gummies.
8. DISLIKING THE FLAVOR OR EFFECTS OF A PRODUCT – We will NOT refund any order where the consumer does not like the flavor of an edible product, strain aroma, or the effects that the product produces. Our prouducts are lab tested for their potency and lab test results are available on our website or by scanning the QR code on the product to find the lab result by batch number. Please review the lab result and the flavor or strain description prior to purchasing. Contact us with any questions about what effects can be expected so we can help.
9. ALLERGY – We WILL accept returns on opened products if you have a doctor’s note or proof of allergic reaction to any of our products – However, please check the ingredient list before purchasing.

Please email us at sales@primaryjane.com for more questions on return submissions.