Curaleaf breaking the law?

[bbking83]

So i Received some medication from Curaleaf last week, it was piss poor so i put in (my first complaint)

So i revived an email from curaleaf and i am not sure what to make of it. Is it even legal?

"

Molly (Curaleaf Pharmacy) 1 Sept 2026, 11:02 BST Hello Simon, Thank you for your patience whilst we have been awaiting a response from the supplier on the next steps. The supplier has requested that we arrange a collection of your medication for further investigation. In order to confirm the collection of your medication, can you please acknowledge that you understand the medication cannot be returned to you, regardless of the outcome of the investigation, due to their regulations. If the supplier's investigation concludes that the complaint is justified, then a resolution will be provided from the supplier, usually in the form of a refund or replacement. However, we are completely transparent with our patients, to enable them to make an informed decision. Therefore, we do always make it clear that if the complaint is found unjustified, then there would be no refund or replacement offered from the supplier. Once we have your confirmation on the above points, we will be able to go ahead and arrange a collection for a convenient date (Monday-Friday). Thank you. Kind regards, Molly Senior Patient Support Co-Ordinator Curaleaf Pharmacy"

 

[bbking83]

it seems that they want me to send the medication back for further investigation, yet they say regardless of the outcome it can not be sent back, potentially with no refund or replacement would be offered. Is this to put patients off the idea of returning the meds?

 

[Muiredach]

They can't legally return a controlled medication to you after being sent back, there's no lawful mechanism available. I agree the stance heavily discourages returns, but it's also just the legal reality of the situation. It's also reasonable to check returns before making a refund/replacement decision, because frankly anything other than a strict policy would/could be abused by patients.

That said, we've seen time and time again patient refunds/replacements being rejected, after being returned to the manufacturer, whom are effectively checking their own homework and have seemingly always to-date never admitted an issue (from everything I can recall ever seeing) - from bugs, to visible mould, to being riddled with seeds.

We've also seen patients left without their meds waiting for a decision for sometimes months.

That said, return policies vary heavily between pharmacies. Specials Pharma previously handled my complaint over 30g of plastic/burnt smelling Adven EMT-3 with a full refund, and not even asking me to return it to them (waste of money). They later informed me Curaleaf was refusing to credit them, so they took the financial hit.

 

[bbking83]

Thanks for taking the time to reply.
It seems to me that a major change is needed here, pharmacies should have the knowledge to be able to be judge if medication is bad, and they should be advocating for the patient. I feel like i am getting shafted either way. I'm tempted to send it back and test the process.

What i fail to understand is how they say the above picture is not enough, makes me think that if the picture is not enough, they would just "test" the meds and tell me tough luck!

 

[rosco]

Well not all bud looks great but can smoke amazing, they need to run profiles on the CBD,THC levels. if you are 100% sure its not great, what do you consider piss poor? no smell? do you get the high? alot of variables to consider for them.