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Refund, Return and Exchange Policy
Last Updated: September 16, 2026
At Provision Gardens, we want our customers to receive products that are new, unused, and in the condition expected at the time of purchase.
To help protect the quality and integrity of the products we sell, Provision Gardens does not place returned or exchanged merchandise back into our regular retail inventory for resale. Where applicable, approved returns may be returned to the manufacturer or distributor or otherwise handled in accordance with their return requirements.
Please review this policy carefully before completing your purchase.
Nothing in this policy is intended to exclude, restrict, waive, or limit any condition, warranty, refund, cancellation right, or other consumer protection that cannot legally be excluded or restricted under applicable law.
7-Day Voluntary Return and Exchange Period
Unless otherwise stated in this policy, requests for a voluntary return or exchange must be made within seven (7) calendar days.
For purchases made in-store, the seven-day period begins on the date of purchase.
For products shipped to the customer, the seven-day period begins on the date the product is delivered.
For In-Store Pickup orders, the seven-day period begins on the date the customer collects the product.
The seven-day period applies to Provision Gardens' voluntary return and exchange policy.
It does not eliminate or shorten any manufacturer's warranty or statutory condition, warranty, right, or remedy that may continue to apply after the seven-day period.
Proof of Purchase
Valid proof of purchase is required for voluntary returns, exchanges, and warranty claims.
Acceptable proof of purchase may include:
The original Provision Gardens receipt; An online order confirmation or order number; A purchase record associated with a Provision Gardens customer account that we are reasonably able to verify; or Other satisfactory evidence confirming that the product was purchased from Provision Gardens.
Provision Gardens may decline a voluntary return or exchange where the purchase cannot reasonably be verified.
Nothing in this section limits any right that applicable law does not permit us to deny solely because the original paper receipt is unavailable.
Return Merchandise Authorization (RMA)
Authorization Is Required Before Returning a Product
Customers must contact Provision Gardens before returning, delivering, or shipping a product back to us.
Where a return is authorized, Provision Gardens will issue a Return Merchandise Authorization (RMA) and provide applicable return instructions.
Returns sent or delivered to Provision Gardens without the required RMA or without following the return instructions provided may be refused or returned to the sender, subject to applicable law.
Receiving an RMA does not automatically mean that a refund, exchange, replacement, store credit, or warranty claim has been approved.
All returned products remain subject to inspection and the requirements of this policy.
Return Location
Customers must follow the return instructions provided with their RMA.
Depending on the product, manufacturer, distributor, location of purchase, and reason for return, a product may need to be:
Returned to a Provision Gardens location; Shipped to a designated Provision Gardens location; Shipped directly to a manufacturer or distributor; Sent to an authorized service or warranty centre; or Handled using another approved return or warranty procedure.
Please do not ship a product until the appropriate return instructions have been provided.
Defective Products
If you believe a product is defective, please contact Provision Gardens as soon as reasonably possible after discovering the issue.
We may request information reasonably necessary to evaluate the claim, including:
Proof of purchase; Product model or SKU; Serial number; Photographs; Video showing the reported problem; A description of the issue; Troubleshooting information; Error codes; Manufacturer diagnostic information; or Return of the product for inspection or testing.
Depending on the circumstances, applicable warranty, manufacturer procedures, and applicable law, an eligible defective product may be:
Inspected; Tested; Repaired; Replaced; Referred to a manufacturer warranty process; Referred to an authorized service centre; Credited; or Refunded.
The appropriate remedy will depend on the product, nature of the issue, applicable warranty terms, and any rights available under applicable law.
Inspection and Testing of Defective Products
Provision Gardens, the applicable manufacturer, distributor, or authorized service centre may need to inspect, test, or troubleshoot a product before determining whether a defect is present and whether warranty coverage applies.
Reporting that a product is defective does not automatically establish that the product contains a manufacturing defect.
A warranty or defective-product claim may not qualify where inspection reasonably determines that the problem was caused by circumstances including, but not limited to:
Improper installation; Incorrect wiring or electrical supply; Improper voltage; Improper storage; Misuse or abuse; Accidental or physical damage; Water or moisture damage where not covered by warranty; Unauthorized modification or alteration; Failure to follow manufacturer instructions; Improper maintenance; Normal wear and tear; Use outside the manufacturer's specifications; Use of incompatible products or equipment; Damage caused by environmental conditions; or Another cause excluded under the applicable warranty.
These exclusions apply only to the extent permitted by applicable law.
Provision Gardens will notify the customer of the outcome once the product has been reasonably assessed.
When No Defect Is Found
If a product is returned or submitted as defective and inspection or testing reasonably determines that the product is functioning correctly or that the reported issue is not covered by the applicable warranty, the product will not automatically qualify for a refund or replacement.
Where applicable, the product may instead be evaluated under our Non-Defective Returns provisions if it otherwise qualifies.
If the product no longer qualifies for a voluntary return because it has been opened, used, installed, damaged, or otherwise does not meet the applicable return conditions, the customer may be required to retain the product.
Where the customer wants a product shipped back after a claim is declined, the customer may be responsible for applicable return shipping charges where permitted by law.
Provision Gardens will communicate available options before further action is taken.
Serial Numbers and Product Identification
Where a product has a serial number, identification number, warranty label, security seal, UPC, or other unique identifier, Provision Gardens may record and verify that information when processing a return or warranty claim.
Provision Gardens may decline a voluntary return or warranty claim where there is reasonable evidence that:
The returned product is not the product originally purchased; A different product has been substituted; The serial number has been removed, altered, or tampered with; Product identification has been intentionally altered; Warranty or security labels have been intentionally tampered with; or The returned contents do not correspond with the original purchase.
This provision is subject to applicable law.
Manufacturer Warranties
Many products sold by Provision Gardens include warranties provided by their manufacturer.
Manufacturer warranty periods, coverage, exclusions, troubleshooting requirements, shipping requirements, repair procedures, and replacement procedures vary by manufacturer and may change from time to time.
Where applicable, warranty service may require:
Proof of purchase; Product registration; Troubleshooting; Photographs or video; Serial-number verification; Shipping the product for inspection; Returning the product to an authorized service centre; Repair before replacement; or Direct communication with the manufacturer.
Customers must follow the applicable warranty procedure and any instructions provided by Provision Gardens, the manufacturer, distributor, or authorized service centre.
A manufacturer's warranty is separate from and does not eliminate any statutory condition, warranty, right, or remedy that applies under applicable law.
AC Infinity Warranty Notice
Manufacturer warranty service for AC Infinity Inc. products is currently administered directly by AC Infinity Inc.
AC Infinity may change its warranty terms, procedures, coverage, or dealer requirements from time to time.
Customers seeking service under an AC Infinity manufacturer's warranty must contact AC Infinity directly and follow AC Infinity's applicable warranty procedures.
Provision Gardens may provide proof-of-purchase information or other reasonable assistance where appropriate.
This requirement relates to the administration of AC Infinity's manufacturer warranty.
It does not exclude, restrict, or replace any condition, warranty, right, or remedy that a customer may have against Provision Gardens under applicable law.
Warranty and Defective-Product Shipping Costs
Shipping and transportation requirements for defective products and warranty claims vary depending on the product, manufacturer, applicable warranty program, location of purchase, and applicable law.
Some manufacturers require customers to ship products to the manufacturer, distributor, service centre, or another designated location for inspection, testing, repair, or warranty assessment.
Under some manufacturer warranty programs, the customer may be responsible for shipping or transportation costs associated with submitting a product for warranty inspection or service.
Where a manufacturer requires the customer to pay those costs, the customer will be responsible for them where permitted by applicable law.
Customers must contact Provision Gardens or follow the applicable manufacturer warranty procedure before shipping the product.
Where Provision Gardens provides a prepaid shipping label or specific return-shipping instructions, those instructions must be followed.
Where applicable law requires Provision Gardens to pay or reimburse shipping, transportation, or other costs associated with warranty service, Provision Gardens will comply with those requirements.
Nothing in this policy requires a customer to pay an expense that applicable law requires Provision Gardens to bear.
Manitoba Warranty Claims
For purchases subject to Manitoba's Consumer Protection Act, Provision Gardens will comply with all applicable statutory warranty obligations.
Where Manitoba law requires Provision Gardens to bear expenses incidental to having goods serviced under an applicable warranty, including a warranty provided by the manufacturer, Provision Gardens will comply with those requirements.
Customers should contact Provision Gardens before incurring shipping, transportation, or warranty-service expenses so that we can provide the appropriate instructions.
Customers should not independently select an unnecessarily expensive shipping or transportation method when an appropriate method has been provided by Provision Gardens.
Any reimbursement request remains subject to applicable law and reasonable verification of the expenses incurred.
Non-Defective and Change-of-Mind Returns
Provision Gardens may consider a return or exchange of a non-defective product within the applicable seven-day voluntary return period.
Non-defective and change-of-mind returns are subject to approval and are not guaranteed.
To qualify, the product must generally be:
Unopened; Unused; Uninstalled; Unassembled where applicable; Unaltered; Undamaged; Uncontaminated; Complete; In its original condition; In its original manufacturer's packaging; and Accompanied by valid proof of purchase.
All original components should also be included, where applicable, including:
Accessories; Cables; Fittings; Manuals; Documentation; Packaging inserts; Promotional items; Parts; and Any other contents originally supplied with the product.
Provision Gardens may decline a voluntary return where the product or packaging does not satisfy these requirements.
Restocking Fees
Approved non-defective returns or exchanges may be subject to a restocking fee of up to 20% of the applicable product price.
The applicable restocking fee may vary depending on factors including:
Manufacturer return requirements; Distributor return requirements; Product category; Product condition; Packaging condition; Return handling requirements; Costs incurred in processing the return; and Costs associated with returning the product to the manufacturer or distributor.
Where reasonably possible, the applicable restocking fee will be communicated as part of the return authorization process before the customer completes the return.
A restocking fee will not be charged where doing so would conflict with a statutory refund, warranty, cancellation, or other right available to the customer.
Non-Returnable and Final-Sale Products
For health, safety, contamination, perishability, product-integrity, regulatory, or special-order reasons, certain products are not eligible for voluntary or change-of-mind returns or exchanges.
These include, but are not limited to:
Hydrogen peroxide; pH Up; pH Down; Hazardous products; Regulated chemicals; Pesticides and similar regulated products where applicable; Soil; Growing media; Substrates; Organic fertilizers; Liquid fertilizers; Nutrients and additives once opened; Other consumable growing products once opened; Flowers; Live plants; Seeds; Perishable products; Special-order products; Custom-order products; Gift cards; Products specifically marked Final Sale; and Other products clearly identified as non-returnable before purchase.
These restrictions apply to voluntary and change-of-mind returns.
They do not eliminate any statutory condition, warranty, right, or remedy that may apply where a product is defective, materially misdescribed, incorrectly supplied, or otherwise subject to rights that cannot legally be excluded.
Special Orders
Products specifically ordered, manufactured, brought in, or reserved for a customer may be designated as Special Order.
Special-order products are not eligible for voluntary cancellation, return, or exchange except where expressly approved by Provision Gardens or required by applicable law.
Any special-order deposit, cancellation condition, or other applicable restriction will be disclosed where required.
A product being designated Special Order does not eliminate statutory rights relating to defective or improperly supplied goods.
Sale and Final-Sale Products
Products identified as Final Sale at the time of purchase are not eligible for voluntary return or exchange.
A discounted or promotional product is only treated as Final Sale where it was identified as Final Sale as part of the applicable transaction or promotion.
Final Sale restrictions do not eliminate statutory rights that cannot legally be excluded.
Incorrect, Missing, or Incomplete Orders
If Provision Gardens supplied:
The wrong product; The wrong quantity; An incorrect product variant; An order missing an item that should have been included; A product missing components that should have been included; or Another fulfillment error attributable to Provision Gardens,
please contact us promptly.
We may request photographs, packaging information, product information, or other reasonable details necessary to verify the issue.
Where the error is attributable to Provision Gardens, we will provide an appropriate remedy in accordance with applicable law and will not require the customer to bear return shipping costs that are our responsibility for correcting the error.
Shipping Damage
Shipping damage is also governed by the Provision Gardens Shipping Policy.
If your shipment arrives damaged, please contact Provision Gardens immediately after receiving it.
Courier damage claims are subject to reporting deadlines. Delays in notifying us or providing the required information may affect our ability to submit or successfully complete a carrier claim.
Customers must retain:
The damaged product; The shipping carton or package; Interior packaging; Protective materials; The shipping label; and Any other damaged packaging.
We may require clear photographs showing:
The outside of the shipment; The shipping label; Any external package damage; Interior packaging and protective materials; The product; The damaged portion of the product; and Other information reasonably required by the carrier.
Do not discard the product, shipping carton, label, or packaging while a damage claim is being reviewed.
Provision Gardens will provide reasonable assistance with eligible courier claims in accordance with our Shipping Policy.
Return Shipping for Non-Defective Products
Unless Provision Gardens agrees otherwise, customers are responsible for shipping costs associated with approved non-defective or voluntary returns.
Customers are responsible for ensuring that returned products are packaged adequately to protect them during transportation.
We recommend using:
Appropriate protective packaging; A tracked shipping service; and Appropriate shipping insurance for higher-value products.
Provision Gardens is not responsible for damage caused during return shipping as a result of inadequate packaging supplied by the customer.
If the product is damaged during a customer-arranged voluntary return shipment, the return may be declined or the refund adjusted where permitted by law.
Hazardous and Regulated Product Returns
Do not ship hazardous, chemical, pesticide, pressurized, flammable, corrosive, or otherwise regulated products back to Provision Gardens unless we have specifically authorized the shipment and provided return instructions.
Certain products cannot legally or safely be transported through ordinary parcel services.
Customers must follow all RMA instructions and applicable carrier, transportation, and dangerous-goods requirements.
Provision Gardens may refuse an unauthorized shipment that creates a safety, regulatory, or transportation concern, subject to applicable law.
Condition of Voluntary Returns
Products returned under our voluntary return policy must arrive in the condition required by the return authorization.
Provision Gardens may decline or adjust a discretionary refund or exchange where a returned product:
Has been used; Has been installed; Has been assembled; Has been damaged after purchase; Is incomplete; Is missing accessories; Is missing components; Has materially damaged or missing packaging; Has been altered or modified; Has been contaminated; Has been improperly stored; Has been inadequately packaged for return transportation; or Otherwise does not satisfy the conditions under which the return was authorized.
These provisions apply to voluntary returns and do not eliminate statutory rights relating to defective or improperly supplied goods.
Refunds
Where a refund is approved, the refund will generally be issued to the original payment method where reasonably available.
A different refund method may be used where:
Store credit has been agreed upon; The original payment method can no longer reasonably receive the refund; Another remedy applies under the applicable warranty; or Another method is permitted or required by law.
Provision Gardens will process an approved refund within a reasonable period after the returned product has been received and any required inspection has been completed.
After Provision Gardens processes the refund, banks, credit-card issuers, and other payment providers may require additional time before the funds appear in the customer's account.
Shipping and Handling Charges
Original shipping and handling charges are generally non-refundable for voluntary or non-defective returns.
Customers are responsible for return shipping costs associated with approved voluntary or non-defective returns, unless Provision Gardens agrees otherwise in writing or applicable law requires otherwise.
For defective products and warranty claims, responsibility for shipping and transportation costs will be determined according to:
The applicable manufacturer warranty; The applicable warranty process; The RMA instructions provided; The circumstances of the claim; and Applicable law.
Where applicable law requires Provision Gardens to refund, pay, or reimburse shipping or other charges, Provision Gardens will comply with those requirements.
Exchanges
Exchanges may be offered for defective products where replacement is an appropriate remedy.
A non-defective exchange may also be considered within the seven-day voluntary return period but is subject to:
Prior approval; Product eligibility; Product condition; Inventory availability; Any applicable restocking fee; and The other requirements of this policy.
Provision Gardens cannot guarantee that a replacement product will remain in stock while a return is being processed.
Where a replacement product is unavailable, another appropriate remedy may be offered.
Refunds and Promotional Purchases
Where a returned item formed part of a promotion, bundle, multi-buy offer, free-item promotion, or other discount arrangement, the value of the refund may be adjusted to reflect the promotional terms and the products actually retained by the customer.
Where a promotional item, free gift, or bundled product was provided as a condition of the original purchase, Provision Gardens may require that item to be returned as part of an approved voluntary return.
If the customer keeps the promotional item, its applicable value may be deducted from a voluntary refund where that condition was disclosed and is permitted by law.
Nothing in this section permits Provision Gardens to reduce a statutory refund contrary to applicable law.
Return and Warranty Abuse
Provision Gardens reserves the right to investigate and decline a discretionary or voluntary return, exchange, or promotional benefit where there is reasonable evidence of:
Fraud; Product substitution; Receipt manipulation; Serial-number tampering; Intentional product damage; Returning a different product from the one purchased; False information being provided in connection with a return; Deliberate abuse of voluntary return privileges; or Other fraudulent misuse of this policy.
Provision Gardens may retain relevant transaction, product-identification, communication, and return records for legitimate fraud-prevention and dispute-resolution purposes in accordance with applicable privacy law.
This provision does not permit Provision Gardens to refuse a statutory warranty, refund, or other remedy merely because a customer has previously made legitimate returns or warranty claims.
Manufacturer or Distributor Return Decisions
Where Provision Gardens submits a product to a manufacturer, distributor, or authorized service provider as part of a manufacturer's warranty program, that third party may perform its own inspection or assessment in accordance with the applicable warranty.
Provision Gardens cannot guarantee that a manufacturer will approve a manufacturer's warranty claim.
However, a manufacturer's denial of its own warranty claim does not automatically eliminate any separate statutory right or remedy the customer may have against Provision Gardens under applicable law.
RMA Contact Information
To request a Return Merchandise Authorization, return assistance, or warranty assistance, please contact the Provision Gardens location associated with your purchase.
Newmarket, Ontario
newmarket@provisiongardens.com
Barrie, Ontario
Winnipeg, Manitoba
Please include, where available:
Your name;
Order number or receipt information;
Product name;
Product model or SKU;
Serial number where applicable;
A description of the issue; and
Photographs or video where relevant.
Please do not ship a product until return instructions and any required RMA have been provided.
Applicable Consumer Rights
This policy describes Provision Gardens' voluntary return and exchange program and our procedures for handling defective products, manufacturer warranties, and other product concerns.
Nothing in this policy is intended to negate, vary, exclude, waive, or restrict any condition, warranty, right, refund, cancellation right, or remedy that cannot legally be excluded under applicable federal, provincial, or territorial law.
Where applicable legislation provides a customer with greater rights than this policy, the applicable law will govern to that extent.
