Return Packaging & RMA Guide

Request Window

Within 7 calendar days after delivery

Authorization

Written approval required before shipping

Condition

Unused, unopened and complete

Return Shipping

Trackable service required

Restocking

Approved returns may incur up to 30%

Inspection

Required before any refund approval

1. Purpose of an RMA

An RMA is written authorization from Frisco Labs permitting specifically identified merchandise to be shipped to an approved return center for inspection.

An RMA is not automatic return approval and does not guarantee a refund, replacement, exchange or store credit. Final eligibility is determined only after the returned merchandise is received, identified and inspected under the current Refund & Return Policy.

An RMA applies only to the order, customer, product, quantity, return address and deadline stated in the authorization. It may not be transferred to another order, person or product.

2. Basic Return Eligibility

Before requesting an RMA, confirm that the merchandise satisfies the basic return requirements:

• The carrier completed delivery of the original shipment.
• The return request is submitted within seven calendar days after the confirmed delivery date.
• The merchandise is unused, unopened, unconsumed, untampered with and in its original condition.
• All original packaging, seals, labels, inserts, certificates, promotional items and included materials are complete and intact.
• The merchandise is not marked final sale, clearance, customized or nonreturnable.
• The merchandise has been stored and handled appropriately after delivery.

Opened, used, consumed, sampled, altered, relabeled, repackaged, tampered, contaminated or customer-damaged merchandise is not eligible. Merchandise that cannot be safely or lawfully resold for health, safety, regulatory or product-integrity reasons may also be denied.

International orders are ordinarily final and are not eligible unless Frisco Labs approves an exception in writing or applicable law requires otherwise.

3. How to Request Return Authorization

Email info@friscolabs.com within seven calendar days after confirmed delivery and include:

• Frisco Labs order number
• Full name and email address used for checkout
• Product name and quantity requested for return
• A clear explanation of the reason for the return
• Clear photographs of the product, seals, packaging, shipping carton and label when applicable

Frisco Labs may request additional photographs, carrier records, weight information, batch information or other evidence before deciding whether to issue an RMA.

Do not ship anything until Frisco Labs provides written authorization, the approved return address, the authorized items and the return deadline.

4. Follow the Written Authorization Exactly

The customer must follow every instruction stated in the RMA approval. This includes the approved items, quantity, packaging method, return address, carrier requirements and shipping deadline.

Do not add merchandise that was not listed in the authorization. Frisco Labs is not responsible for unauthorized products, cash, documents or personal property placed inside a return package.

An RMA may expire if the package is not shipped by the stated deadline. An expired authorization does not extend the original return-request period and may require a new written review.

Frisco Labs may refuse, hold or deny a package that does not match the authorization or cannot be safely identified and inspected.

5. Return Packaging Requirements

• Use a sturdy, appropriately sized outer shipping box or protective mailer.
• Secure the merchandise so it cannot move, crush, leak, open or break during transportation.
• Keep each product in its complete original packaging with every seal, label and insert intact.
• Use protective packing material around jars, glass, vapes, concentrates, liquids and other breakable or damage-sensitive items.
• Remove or completely cover old tracking labels, barcodes and carrier markings from reused outer cartons.
• Affix the new return label securely and make sure the destination and tracking barcode are unobstructed.
• Do not place a shipping label directly on retail product packaging unless Frisco Labs expressly instructs you to do so.
• Do not ship leaking, unsafe, contaminated or hazardous merchandise until Frisco Labs provides written handling instructions.

The customer is responsible for damage or loss caused by insufficient packaging. Merchandise damaged during customer return transit may be denied or have the loss in value deducted from any approved refund.

6. What to Include Inside the Return Package

Place a legible note inside the outer shipping carton containing:

• RMA or Return Authorization number, when provided
• Original Frisco Labs order number
• Customer’s full name
• Email address used for checkout
• Approved product name and quantity

Include only the authorized merchandise and all required original packaging, labels, inserts, certificates, promotional items and accessories.

Do not write private payment information, bank information or complete card numbers on the note or package.

7. Return Shipping, Tracking and Transit Risk

Unless Frisco Labs confirms a verified fulfillment error or agrees otherwise in writing, the customer is responsible for purchasing and paying for return shipping.

Use a trackable shipping service and retain the receipt, tracking number, carrier acceptance record and delivery confirmation until the return is completely resolved. For higher-value merchandise, the customer should consider adequate declared-value coverage and signature confirmation.

The customer bears the risk of a return package that is lost, damaged, delayed, misdirected, stolen or delivered to an unauthorized address during return transit. Frisco Labs cannot inspect or issue a return resolution for merchandise it does not receive.

Collect-on-delivery packages and returns that create unpaid postage, duty, storage or carrier charges may be refused. Any charges paid by Frisco Labs may be deducted from an otherwise approved refund.

8. Approved Return Address

This address may be used only after Frisco Labs issues written authorization. The authorization may provide a different return address or additional routing instructions, which will control.

Returns mailed to a retail location, billing address, carrier facility, employee, supplier or any other unauthorized address may be refused, delayed, lost or denied.

Delivery to the return address does not prove that an eligible return was received. Frisco Labs must identify the package, match it to the authorization and inspect the merchandise.

9. Receipt, Inspection and Refund Processing

After delivery to the approved return center, Frisco Labs will inspect the shipment for identity, quantity, seals, use, tampering, damage, contamination, completeness and compliance with the authorization.

Delivery of a return package does not automatically create a refund. Frisco Labs may deny the return or reduce the approved amount when merchandise is opened, used, damaged, incomplete, unauthorized, late, improperly packaged or materially different from the condition represented in the request.

An approved return may be subject to a restocking fee of up to 30%. Original outbound shipping, expedited service, adult-signature charges and Shipping Protection charges are nonrefundable after carrier acceptance unless Frisco Labs confirms a fulfillment error or applicable law requires otherwise.

If a refund is approved, it will generally be submitted to the original payment method within 5–10 business days after inspection. Financial institutions and payment providers control the time required to post the credit.

10. Refused, Unclaimed and Returned-to-Sender Packages

A customer-caused refused, unclaimed, undeliverable or returned-to-sender shipment is not eligible for a refund, exchange, replacement or store credit—even when the carrier returns the carton sealed or the merchandise appears unopened.

Frisco Labs regaining physical possession does not convert a carrier return into an authorized RMA. Do not submit an RMA request merely because tracking shows “Return to Sender.”

If the package is received intact and shipment remains lawful, Frisco Labs may, in its sole discretion, allow reshipment. The customer must confirm an approved address and pay every return charge plus the full cost of a new outbound shipment. Reshipment is not guaranteed.

11. Delivery Changes, Security Stops and Seizures Are Not Returns

An RMA is not available to reverse the result of a customer or recipient changing the original address, recipient, delivery location, hold, reroute, access point, pickup request, delivery date, signature arrangement or carrier instruction.

Carrier-security reviews, compliance holds, law-enforcement stops, government detention, customs or agricultural action, import refusal, confiscation, destruction and seizure are not returns and do not qualify for an RMA, refund, replacement, exchange, store credit or complimentary reshipment.

The customer is responsible for confirming that the product may lawfully be purchased, possessed, received, transported and used at the destination and anywhere the package may travel. Changes in law, legal interpretation or enforcement do not create return eligibility.

Shipping Protection does not cover customer delivery alterations, refused packages, government detention, confiscation or seizure.

12. Damaged, Incorrect or Missing Merchandise

If an order arrives physically damaged, contains an incorrect item or is missing merchandise, contact Frisco Labs within seven calendar days after delivery—and sooner when the Shipping Protection reporting deadline applies.

Do not discard the shipping carton, label, packing material or affected merchandise. Do not mail the merchandise back until Frisco Labs provides written instructions. A carrier inspection or different claims process may be required before an RMA is issued.

If Frisco Labs confirms a fulfillment error, Frisco Labs will determine the appropriate lawful resolution and will not require the customer to pay reasonable return shipping needed to correct that verified error.

13. Controlling Policies and Applicable Rights

This guide provides packaging and process instructions. The current Refund & Return Policy controls return eligibility, authorization, inspection, deductions and refund processing. The Shipping Policy and Shipping Protection Policy control shipping responsibility and covered shipping claims.

Nothing in this guide limits a consumer right, warranty or remedy that cannot legally be waived. If a provision is determined to be unenforceable, it will be enforced to the maximum lawful extent and the remaining provisions will continue in effect.