What New York State law allows
Cannabis is regulated as a controlled agricultural product. Under the New York Office of Cannabis Management's rules for licensed adult-use retailers, once a cannabis product leaves the dispensary, its chain of custody is broken. That means the product cannot be lawfully returned to inventory and re-sold, even if unused, even if unopened, even if returned within minutes.
The result: dispensaries cannot accept returns based on customer preference (didn't like the flavor, didn't feel the effect, wanted a different strain). This is not a ZenZest policy — it applies to every licensed NY dispensary.
Defective products are a different category. When the product itself is verifiably faulty, the retailer can process a return, exchange, or refund, with the defective unit either destroyed or returned to the vendor for warranty replacement.
What we can accept
| Issue | Example | Resolution |
|---|---|---|
| Vape cart defect | Cart produces no vapor when correctly attached to a compatible, charged battery. | Exchange for same SKU (in-stock) or store credit. |
| Battery defect | Will not charge, will not hold charge, or physical damage on arrival. | Exchange for same SKU or equivalent. |
| Packaging failure | Sealed edible package arrives with product visibly damaged inside (crushed, leaked, melted). | Exchange, store credit, or refund. |
| Contamination | Visible mold, foreign matter, or off-smell in flower or edibles. | Refund. Product is quarantined and returned to vendor for investigation. |
| Mislabel / potency mismatch | COA for the batch shows a materially different potency than the label. We verify against the vendor's COA. | Refund + report to vendor. |
| Missing item | An item on your invoice is not in the sealed bag. | Refund or delivery of the missing item at no cost. |
What we can't accept
- Change of mind after purchase
- Product that "didn't work" for you (subjective experience)
- Products opened, partially consumed, or with the tamper-evident seal broken (unless being reported as defective and preserved for inspection)
- Products purchased more than 30 days ago (except unopened warranty items where the manufacturer covers longer windows)
- Products bought at a different retailer
How to file a return
-
01
Do not throw away the packaging.
For any hardware defect, damage claim, or contamination report, we need the original packaging with the batch/lot number visible.
-
02
Bring the product to the store.
Visit the store where you purchased it. Queens: 272-06 Union Turnpike. Staten Island: 2343 Forest Avenue. Bring the item, packaging, and receipt or order number.
-
03
Speak with a manager.
Any staff member can start the process, but returns require manager approval. If a manager is not immediately available, staff will take your contact information and the manager will call within 24 hours.
-
04
Inspection.
For hardware defects, the manager tests the product with our verified in-store batteries. For contamination, the item is photographed, bagged, and quarantined for vendor review.
-
05
Resolution.
You'll leave with an exchange, store credit, or a refund — see the next section.
Resolution options
For eligible returns, the store manager will offer one of the following, in this order of preference:
| Option | When it applies |
|---|---|
| Exchange | Same SKU is in stock (preferred for hardware defects). |
| Equivalent replacement | Same SKU is out of stock — swap to comparable price/format. |
| Store credit | Preferred for packaging/damage claims — no expiration, applies to any future purchase. |
| Refund | Original payment method (cash back for cash payments, debit-card refund for debit payments). Refunds are processed at the store. |