Returns, Refunds & Cancellations Policy

Virgin Islands Exotics, LLC (“VI Exotics,” “we,” “us,” or “our”) is committed to handling order issues fairly while maintaining appropriate product-safety, quality-control, legal, and compliance standards.

Because VI Exotics products may include sealed, consumable, age-restricted, natural agricultural, or otherwise sensitive products, returns, refunds, replacements, credits, reshipments, and cancellations are subject to the conditions described below and applicable law.

FINAL SALE PRODUCTS

Unless otherwise required by applicable law or expressly provided in this policy, cannabis flower and other consumable or age-restricted products are generally considered final sale after fulfillment.

This means VI Exotics generally does not accept a return or provide a refund solely because a customer:

  • Changes their mind

  • No longer wants the product

  • Prefers another product or strain

  • Dislikes a product's natural characteristics

  • Prefers a different aroma, appearance, flavor, or experience

  • Experiences effects or perceived potency different from expectations

  • Has expectations based on another batch, product, strain, photograph, description, or previous purchase

Final-sale status does not eliminate remedies that may be available under this policy or applicable law for materially damaged, incorrect, defective, recalled, missing, or otherwise legally eligible products.

UNOPENED PRODUCTS

VI Exotics may, where permitted by applicable law, approve a return, exchange, replacement, store credit, or other resolution for an unopened product.

Approval is determined based on the particular circumstances, including product type, product condition, fulfillment method, applicable legal requirements, safety considerations, and whether lawful return transportation is available.

An approved return generally must remain:

  • Sealed

  • Unused

  • Unaltered

  • In its original packaging

  • In substantially the condition in which it was received

An authorization to return a product does not itself guarantee a refund, credit, or replacement before the applicable product and circumstances have been reasonably reviewed.

Customers should not send or transport products back to VI Exotics without prior authorization and return instructions.

Unauthorized returns may be refused or otherwise handled in accordance with applicable law and safety or compliance requirements.

OPENED USED OR ALTERED PRODUCTS

For health, safety, quality-control, product-integrity, traceability, and compliance reasons, VI Exotics generally does not accept ordinary returns of products that have been:

  • Opened

  • Used

  • Consumed

  • Altered

  • Repackaged by the customer

  • Transferred to another container

  • Contaminated after receipt

  • Removed from their original sealed condition

  • Otherwise materially changed after fulfillment

This restriction does not eliminate rights or remedies that may apply to a materially defective, incorrect, contaminated, recalled, or otherwise legally eligible product.

VI Exotics may request information or documentation reasonably necessary to investigate such a claim without requiring the customer to unlawfully return or transport the product.

ORDER CANCELLATIONS

Customers should request cancellation as soon as possible.

A customer-requested cancellation may generally be approved only before fulfillment has materially begun or before VI Exotics or an applicable fulfillment provider has incurred non-reversible costs associated with the transaction.

Depending on the transaction, fulfillment may be considered to have materially begun when a product has been:

  • Prepared for fulfillment

  • Packaged or labeled for the applicable transaction

  • Prepared for shipment

  • Prepared for delivery or pickup

  • Transferred to a carrier or fulfillment provider

  • Entered into a fulfillment process that cannot reasonably be reversed

  • Otherwise committed to the applicable fulfillment activity

Once fulfillment has materially begun, cancellation may no longer be available.

VI Exotics may determine whether an order has progressed too far in the fulfillment process to be reasonably cancelled, subject to applicable law.

CANCELLATIONS BY VI EXOTICS

VI Exotics may delay, hold, restrict, decline, or cancel a transaction when reasonably necessary to address:

  • Legal or regulatory concerns

  • Product or destination eligibility

  • Age or identity verification

  • Licensing or permitting requirements

  • Product availability

  • Laboratory or documentation concerns

  • Product-classification concerns

  • Payment verification

  • Fraud or suspected fraud

  • Carrier restrictions

  • Shipping or fulfillment restrictions

  • Safety concerns

  • Product recalls or withdrawals

  • Technical or fulfillment issues

  • Changes in applicable requirements

  • Other legitimate compliance or business concerns

This may include circumstances in which a destination becomes restricted, applicable requirements change, required verification cannot be completed, required documentation becomes unavailable, or VI Exotics determines that fulfillment cannot lawfully or appropriately proceed.

When VI Exotics cancels a transaction before the affected product has been fulfilled and the product will not be provided, amounts paid for the unfulfilled product will generally be refunded to the original payment method.

Services, shipping, delivery, processing, carrier, or third-party costs already actually performed or incurred may be treated separately where permitted by applicable law and properly disclosed.

COMPLIANCE CANCELLATIONS

A successful payment does not create a right to receive a product that VI Exotics determines cannot lawfully or appropriately be fulfilled.

If VI Exotics determines before fulfillment that an applicable product, destination, recipient, fulfillment method, documentation requirement, licensing requirement, or other compliance condition cannot be satisfactorily met, VI Exotics may decline or cancel the affected fulfillment.

In that circumstance, the amount paid for an affected product that will not be fulfilled will generally be refunded, subject to applicable law and any lawfully non-refundable service or third-party costs already incurred.

Compliance takes priority over completing a transaction.

FAILED AGE OR IDENTITY VERIFICATION

VI Exotics products are intended exclusively for adults 21 years of age or older.

If required age, identity, purchaser, or recipient verification cannot be satisfactorily completed, VI Exotics may refuse, hold, cancel, or terminate the applicable transaction or release.

VI Exotics is not required to release an age-restricted product solely because:

  • Payment has been completed

  • Verification occurred at an earlier stage

  • A private link was provided

  • An order was shipped

  • The product has reached a delivery location

If a shipment, delivery, pickup, or release fails because the purchaser or recipient:

  • Cannot provide acceptable identification

  • Refuses required verification

  • Is not eligible to receive the product

  • Provides materially inaccurate or misleading verification information

  • Is unavailable when required recipient verification must occur

  • Does not satisfy applicable recipient requirements

the event may be treated as a customer-caused failed fulfillment.

Where permitted by applicable law, shipping, delivery, return, carrier, handling, redelivery, or other costs already incurred may be deducted from an amount otherwise refundable.

Additional information is contained in our Age Requirement & ID Verification Policy.

INCORRECT SHIPPING OR DELIVERY INFORMATION

Customers are responsible for providing complete and materially accurate shipping, delivery, recipient, and contact information.

VI Exotics is not responsible for delays, failed deliveries, returns, address corrections, additional carrier charges, misdelivery, or other problems caused by materially inaccurate, incomplete, outdated, or improperly entered information supplied by the customer, except to the extent otherwise required by applicable law.

If a product is returned or becomes undeliverable because of customer-provided information, an otherwise applicable refund may be reduced by reasonable costs already incurred, including where permitted:

  • Original shipping or delivery charges

  • Return shipping charges

  • Carrier fees

  • Address-correction charges

  • Handling or fulfillment expenses

  • Other reasonable costs directly associated with the failed fulfillment

A reshipment may require payment of additional charges.

REFUSED OR UNDELIVERABLE SHIPMENTS

A shipment may be refused, returned, delayed, or rendered undeliverable for reasons including:

  • Failed age or identity verification

  • Recipient refusal

  • Incorrect or incomplete address information

  • Carrier restrictions

  • Unsuccessful delivery attempts

  • Recipient unavailability

  • Failure to satisfy a required signature or release condition

  • Destination restrictions

  • Regulatory intervention

  • Other circumstances outside VI Exotics' reasonable control

Where permitted by applicable law, original shipping charges, return charges, carrier fees, handling charges, or other fulfillment costs already incurred may be non-refundable.

Any approved reshipment may require additional payment when the original failure was not caused by VI Exotics.

DAMAGED SHIPMENTS

Customers should inspect shipments promptly after delivery.

If a product arrives materially damaged, customers should contact VI Exotics as soon as reasonably possible and provide sufficient information for the matter to be evaluated.

VI Exotics may request photographs or other documentation showing:

  • Outer shipping packaging

  • Product packaging

  • Shipping label

  • Damaged product

  • Seals or closures

  • Batch or lot information

  • Delivery condition

  • Other details reasonably necessary to evaluate the claim

Depending on the circumstances, product availability, and applicable law, an appropriate resolution may include:

  • Replacement

  • Refund

  • Partial refund

  • Store credit where appropriate

  • Reshipment

  • Another reasonable remedy

Customers should retain the affected product and original packaging until VI Exotics provides appropriate instructions or the matter has been resolved, provided doing so is safe and lawful.

INCORRECT OR MISSING ITEMS

If VI Exotics fulfills a transaction with an incorrect product or an item is missing, the customer should contact us promptly.

After reasonable verification, VI Exotics may provide an appropriate resolution, which may include:

  • Sending the correct product

  • Replacing the missing item

  • Issuing a refund

  • Issuing a partial refund

  • Providing store credit where appropriate

  • Providing another reasonable remedy

Any replacement or reshipment remains subject to product availability, recipient eligibility, destination eligibility, verification requirements, and applicable law.

Customers should retain relevant packaging and transaction materials until the matter is resolved.

PRODUCT QUALITY CONCERNS

Cannabis flower is a natural agricultural product.

Appearance, aroma, color, structure, density, moisture, terpene profile, cannabinoid concentration, and other characteristics may naturally vary between strains, harvests, batches, lots, samples, and individual portions.

A difference in natural characteristics or personal preference does not automatically mean that a product is defective.

If a customer believes a product has a genuine quality concern, the customer should contact VI Exotics and provide information reasonably available to them, which may include:

  • Product or strain name

  • Batch or lot information

  • Photographs

  • Packaging information

  • Transaction information

  • Description of the concern

VI Exotics may review applicable laboratory documentation, packaging, source records, product characteristics, photographs, and other relevant circumstances before determining whether a remedy is appropriate.

Additional information is contained in our Product Standards & Quality Policy.

LABORATORY RESULTS & POTENCY EXPECTATIONS

Laboratory documentation and Certificates of Analysis relate to an identified sample, batch, or lot.

Cannabis flower is an agricultural product and natural variation may occur.

A refund is not automatically available solely because a customer's subjective experience differs from expectations concerning:

  • Aroma

  • Flavor

  • Appearance

  • Perceived potency

  • Strength

  • Effect

  • Strain expectations

  • Cannabinoid percentages

  • A previous purchase or batch

VI Exotics does not guarantee a particular subjective experience based solely on laboratory results, cannabinoid percentages, strain names, product descriptions, photographs, marketing materials, or previous purchases.

A legitimate discrepancy involving product identity, labeling, laboratory documentation, contamination, or another material product issue may be reviewed separately.

Additional information is contained in our Lab Testing & COA Policy.

PRODUCT RECALLS & SAFETY ACTIONS

VI Exotics may restrict, suspend, withdraw, or discontinue a product when reasonably necessary to address a safety, quality, laboratory, regulatory, supplier, legal, or compliance concern.

This may occur in response to information from:

  • A supplier

  • Producer

  • Manufacturer or processor

  • Laboratory

  • Fulfillment provider

  • Governmental or regulatory authority

  • VI Exotics' own compliance or quality review

  • Another appropriate source

Where reasonably necessary, VI Exotics may contact affected customers and provide instructions concerning product use, storage, return, disposal, replacement, or other appropriate action.

Customers should follow applicable recall, safety, return, or disposal instructions.

A remedy associated with a recall, mandatory withdrawal, or other legally required corrective action will be handled in accordance with applicable law and the circumstances of the applicable product.

CARRIER DELAYS

Shipping, processing, transit, and delivery estimates are estimates unless expressly stated otherwise.

VI Exotics is not responsible for delays caused by circumstances outside our reasonable control, including:

  • Shipping carriers

  • Weather

  • Hurricanes or natural disasters

  • Holidays

  • Transportation disruptions

  • Governmental action

  • Regulatory inspection

  • Security review

  • Labor disruptions

  • Utility or communications interruptions

  • Other circumstances outside our reasonable control

A carrier delay by itself does not automatically make a transaction eligible for cancellation, refund, replacement, or reshipment.

Where a delay becomes unusually prolonged or a shipment's status cannot reasonably be determined, VI Exotics may review the circumstances and determine whether further assistance or another remedy is appropriate.

LOST SHIPMENTS

If tracking or other available information indicates that a shipment may be lost, customers should contact VI Exotics so the matter can be reviewed.

VI Exotics may require a reasonable investigation and may coordinate with the applicable carrier or fulfillment provider before determining whether a refund, replacement, credit, reshipment, or other remedy is appropriate.

VI Exotics may review:

  • Carrier scans

  • Delivery confirmation

  • Tracking history

  • Address information

  • Recipient information

  • Signature or verification information

  • Customer communications

  • Other reasonably relevant records

If carrier information shows a shipment as delivered, VI Exotics may request additional information before approving a lost-package claim.

A carrier delivery scan does not automatically prevent review of a legitimate claim, but a refund or replacement is not guaranteed solely because a customer reports that a shipment marked delivered cannot be located.

INSPECTION DETENTION SEIZURE OR GOVERNMENT ACTION

Cannabis and cannabinoid products may be subject to inspection, questioning, delay, detention, return, seizure, or other review by carriers, governmental authorities, regulatory bodies, law-enforcement agencies, or other authorized parties.

Products subject to different legal classifications may resemble one another in appearance, aroma, texture, packaging, or other characteristics.

Packaging, labeling, laboratory documentation, Certificates of Analysis, QR codes, batch identifiers, compliance information, or other records may assist with identification and traceability but do not guarantee that a product or shipment will never be inspected, questioned, delayed, detained, seized, returned, or otherwise reviewed.

VI Exotics may cooperate with lawful requests or legitimate inquiries where required or appropriate.

Refund, replacement, or other remedy eligibility in such circumstances will depend on factors that may include:

  • Applicable law

  • Facts of the particular situation

  • Product and destination eligibility at the relevant time

  • Customer conduct

  • Information provided by the customer

  • Carrier action

  • Governmental or regulatory action

  • Whether the product is returned, released, destroyed, seized, or otherwise resolved

  • Whether VI Exotics receives reimbursement or return of the affected product where relevant

  • Other circumstances reasonably related to the claim

Nothing in this section eliminates a right or remedy that cannot lawfully be waived.

REFUND METHOD

Approved monetary refunds will generally be returned to the original payment method used for the transaction unless:

  • Applicable law requires another method

  • The original payment method cannot reasonably accept the refund

  • VI Exotics and the customer expressly agree to another lawful method

Once VI Exotics transmits or issues a refund, posting and processing times may vary based on the payment provider, card issuer, bank, or financial institution.

VI Exotics does not control an independent financial institution's posting timeline after a refund has been properly issued.

SHIPPING DELIVERY & FULFILLMENT CHARGES

Original shipping, delivery, handling, carrier, verification, or related fulfillment charges may be non-refundable where permitted by applicable law when the applicable service has already been performed or the expense has already been incurred.

If a material fulfillment error was caused by VI Exotics, reasonable shipping or delivery charges associated with correcting that error will generally be handled as part of the applicable resolution.

Nothing in this section permits VI Exotics to retain a fee that applicable law requires to be refunded.

RESHIPPING & REPLACEMENTS

Where a replacement or reshipment is approved, it remains subject to:

  • Product availability

  • Destination eligibility

  • Age requirements

  • Identity verification

  • Recipient eligibility

  • Carrier availability

  • Applicable legal and regulatory requirements

  • VI Exotics compliance standards

Additional charges may apply when reshipment becomes necessary because of:

  • Incorrect customer information

  • Failed age or identity verification

  • Recipient unavailability

  • Refused delivery

  • Customer-requested destination changes

  • Other customer-caused fulfillment issues

Where VI Exotics caused the material error requiring reshipment, additional shipping or delivery charges will generally not be imposed merely to correct that error.

FRAUD & ABUSE

VI Exotics may refuse a refund, replacement, credit, return, reshipment, or future transaction when there is reasonable evidence that the applicable request involves:

  • Fraud

  • Fraudulent chargeback activity

  • Repeated materially false claims

  • Product manipulation

  • Falsified photographs or documentation

  • Misrepresentation of delivery circumstances

  • Intentional product damage

  • Abuse of return or refund procedures

  • Other materially deceptive conduct

VI Exotics may preserve relevant records and take reasonable measures to investigate suspected fraud.

Nothing in this section prevents a customer from exercising legitimate consumer, payment-dispute, or other rights that cannot lawfully be restricted.

CHARGEBACKS & PAYMENT DISPUTES

Customers are encouraged to contact VI Exotics regarding a transaction concern so that we have an opportunity to review and address the matter directly.

Contacting VI Exotics is not a condition to exercising a payment-dispute or consumer right where applicable law provides otherwise.

VI Exotics may provide relevant transaction information to a payment processor, financial institution, card network, verification provider, or other authorized party when reasonably necessary to respond to a payment dispute.

Relevant information may include:

  • Transaction details

  • Payment information

  • Shipping or delivery confirmation

  • Tracking information

  • Customer communications

  • Age or identity verification records or verification results

  • Product documentation

  • Applicable policies

  • Other reasonably relevant records

Customers may not knowingly submit materially false or fraudulent information in connection with a payment dispute.

Nothing in this section prevents a customer from exercising payment-dispute rights that cannot lawfully be waived.

HOW TO REQUEST ASSISTANCE

Customers seeking a cancellation, refund, replacement, store credit, return authorization, reshipment, or other transaction-related assistance should contact VI Exotics through the contact methods provided on viexotics.com.

Customers should provide information reasonably necessary to review the matter, which may include:

  • Transaction information

  • Product information

  • Photographs

  • Batch or lot information

  • Tracking information

  • Packaging information

  • Description of the issue

  • Other information reasonably relevant to the claim

A request lacking sufficient information to reasonably evaluate the matter may require additional documentation before a determination can be made.

VI Exotics will not require documentation that is unreasonable or prohibited by applicable law.

NO GUARANTEE OF A PARTICULAR REMEDY

Where this policy permits VI Exotics to review a claim, the existence of a claim does not automatically guarantee a particular refund, replacement, reshipment, credit, exchange, or other remedy.

Any remedy will depend on the circumstances, available evidence, product availability, applicable law, payment and carrier procedures, and the nature of the issue.

Where applicable law requires a specific remedy, applicable law controls.

APPLICABLE LAW & CUSTOMER RIGHTS

This policy does not eliminate, restrict, or require a customer to waive any consumer right, warranty, remedy, refund obligation, or other protection that cannot lawfully be waived.

Where applicable law provides greater rights or remedies than those described in this policy, Virgin Islands Exotics, LLC will comply with those requirements.

Nothing in this policy authorizes VI Exotics or a customer to return, ship, transport, transfer, or otherwise handle a product in a manner prohibited by applicable law.

RELATED POLICIES

This policy should be read together with our:

  • Terms & Conditions

  • Product Compliance Policy

  • Shipping, Delivery & Jurisdiction Policy

  • Age Requirement & ID Verification Policy

  • Lab Testing & COA Policy

  • Product Standards & Quality Policy

  • Product & Responsible Use Disclaimer

POLICY UPDATES

VI Exotics may modify this policy to reflect changes in applicable law, consumer-protection requirements, payment practices, shipping or delivery operations, fulfillment methods, product offerings, carrier requirements, verification procedures, product-safety information, fraud-prevention practices, or VI Exotics business operations.

The most current version of this policy will be available on viexotics.com.

Virgin Islands Exotics, LLC
VI Exotics™