Sales are final, so we do not offer refunds if you change your mind. If there is a real problem with a product or your order, contact us immediately. We may offer an exchange or store credit.
Call or text 437-727-1154 with the order number, affected product, and a short explanation. Keep the product and all original packaging until we tell you what to do next.
Problems we can look into
- You received the wrong product, size, or quantity
- An item is missing
- The product or sealed package arrived damaged
- There is a serious quality problem that was not described
- The product is not what was shown on your order
What we do not cover
- Changing your mind after delivery
- Not liking the aroma, flavour, texture, or personal experience when the product is as described
- Expecting a certain effect or level of strength
- Damage caused by poor storage, misuse, or handling after delivery
- A request with no matching 16 Mile order
- A product returned without contacting us first
What we need from you
- Contact us immediately after noticing the issue.
- Provide the order number and name of the affected product.
- Describe what is wrong and when it was noticed.
- Keep the remaining product, label, container, and outer packaging.
- If requested, provide a clear photo of the product or packaging. Do not send identification photos, banking details, or passwords.
What we may offer
After we check what happened, we may offer:
- The same product, if it is in stock
- A different product of similar value
- Store credit
- Anything else required by law
What we offer depends on the problem, the stock we have, how much of the product was affected, and what we can confirm. We do not normally give cash refunds.
Missing or incorrect items
Check the order as soon as it arrives. If something is missing or incorrect, contact us before using the rest of the affected order. We will compare the report with the confirmation and packing record.
Exchanges and collection
Do not mail or hand a product back without instructions. If an exchange is approved, we will explain whether the original item must be returned and how the exchange or credit will be completed. Products cannot be accepted from a minor.
Cancelled, unpaid, or missed orders
If an order is cancelled, cannot be delivered, or is not paid, what happens next depends on how far the order had progressed and how you chose to pay. A second delivery attempt may require another delivery fee.
Your legal rights
This policy does not limit any right or remedy that cannot legally be excluded. Ontario does not provide a general right to return every purchase, but specific rights may apply where goods are misrepresented, incorrect, not delivered, or otherwise covered by consumer-protection law.