Our Quality Promise
Quality Promise Form
Before you begin, sharing details such as photos, product lot number, and proof of purchase will help us better understand the situation more quickly and allow us to provide you with the best possible support. Please have this information on hand and complete the form below so our team can review your request.
We may offer a solution for products that don’t meet our commitment to quality, with a few considerations:
1. All requests are reviewed on a case-to-case basis.
2. Itemized proof of purchase is required.
3. Products impacted by misuse, personal preference, or that have been fully consumed are not eligible.
Not quite ready to submit a request? No problem—we’d still love to hear your thoughts. Simply make your selection below.
About Cannara's Quality Promise
What is your Quality Promise?
Cannara’s Quality Promise reflects our commitment to premium products, continuous improvement, and a customer experience built on care and quality. We value every piece of feedback and review all product concerns thoroughly to ensure they’re handled with the attention they deserve.
If your product is not performing, we want to start that conversation here so that we can provide a thoughtful and supportive customer experience for you.
What happens after I submit a request?
Your request is received by our Customer Experience Team who will take the time to review and understand your experience. Each request is reviewed on a case-by-case basis. The more information you can provide, the better we can determine the next steps. Depending on the issue you’re experiencing and the product, the information is forwarded onto our Quality Assurance team for review and investigation.
Our Customer Experience Team will be in contact with you directly with a follow-up.
What information do I need to provide?
Submitting a request to the Cannara Quality Promise program is voluntary. Information requested as part of the submission process is used to support the review and investigation of product concerns and may include contact information, proof of purchase, photos of the product, lot number, and a description of the issue.
The more information you’re able to provide, the better equipped our team will be to thoroughly assess your concern and support the review process.
What if I don’t have a receipt?
It’s important that we’re able to validate your purchase. If you no longer have your receipts, we’ll still do what we can to support your request. We’d be grateful if you could share your purchase location and date. We’d also recommend contacting your local retailer to obtain a copy of your receipt.
What if I no longer have the product?
If you have fully consumed or discarded the product before submitting a request, we recommend using our feedback form to share your experience instead of submitting a Quality Promise request.
We understand this may not be ideal however, in order for our Quality Assurance team to properly review and investigate a reported concern, access to the supporting information of the product is typically required. While we still value and review all feedback received, investigations and next steps may be limited when the product is no longer available
When will I hear back from Cannara after I submit my request?
We aim to reach out to you as soon as possible. In most cases, we will respond within 1-2 business days by e-mail or by telephone. Please ensure your contact details are provided on the Quality Promise Form so we can get in touch with you.
Will I get a refund or replacement?
Our Quality Promise program exists to support product feedback, quality investigations, and continuous product improvement initiatives. Outcomes and resolutions may vary depending on the information provided and applicable provincial regulations. Rest assure, we’re here to help. We will provide a thoughtful and supportive customer experience for you.
