Refund policy

Returns & Refund Policy

Thank you for choosing JOY Medical Cannabis. Due to the regulated nature of medical cannabis in South Africa, and strict health and safety requirements, this policy explains when returns or refunds may be accepted.

1. No Returns on Cannabis Products (Legal & Hygiene Compliance)

For safety, regulatory, and hygiene reasons, JOY cannot accept returns or exchanges on:

  • Medical cannabis
  • Edibles
  • Tinctures
  • Oils
  • Inhalables
  • Any opened or unopened consumable items

This is in line with South African health regulations and ensures patient safety.

2. Incorrect or Damaged Items

If you receive:

  • The wrong product
  • A product damaged during delivery
  • A defective product

You must notify us within 24 hours of receiving your order.

We will:

  • Investigate the issue
  • Replace the item where applicable
  • Provide store credit if a replacement is not possible

Photos of the product and packaging are required to process the claim.

3. Delivery Issues

If your order:

  • Arrives late
  • Is missing items
  • Was delivered to the wrong address

Please report it within 24 hours so we can assist immediately.

We cannot refund or replace orders that were delivered correctly but collected by someone at the drop-off location without your authorization.

4. Non-Refundable Situations

We cannot issue refunds for:

  • Change of mind
  • Incorrect product chosen by the customer
  • Failure to provide correct delivery details
  • Unverifiable claims reported after 24 hours
  • Orders placed by unverified patients

5. Refund Method (If Approved)

If a refund is approved, it will be issued as:

  • Store credit, or
  • A direct payment using the same payment method used for the order

Please allow 3–7 business days for processing.

6. Cancellations

Orders may only be cancelled before dispatch. Once the driver has collected the order, it cannot be cancelled or refunded.

7. Patient Safety Disclaimer

Medical cannabis should only be consumed under the guidance of a licensed healthcare professional.

JOY will not be responsible for adverse reactions caused by:

  • Self-dosing
  • Misuse
  • Combining cannabis with other substances without medical guidance

8. Contact Us

If you have concerns about your order, we’re here to help.
📞 079 756 5365