Returns And Exchanges

A defect return covers product that arrives or operates outside of expected quality.

Defective vape cartridges that do not produce vapor. Bring the cartridge back to the original Alchemy location with the receipt. The team will inspect and exchange for a comparable working cartridge.

Defective disposable vapes. Same protocol. Bring the disposable, receipt, and any unused product back to the original location.

Vape battery defects (battery failure within 30 days). Battery exchange with receipt.

Edible packaging damage or visible contamination. Bring the affected edible and packaging back to the original location for inspection and exchange.

Flower quality defects (mold, mildew, foreign matter). Bring the jar back to the original location with the receipt. The team will inspect and exchange.

Pre-roll defects (visible damage, incorrect cultivar from label). Bring the pre-roll back to the original location with the receipt.

Defect returns are typically processed at the original purchase location. Either Chelsea or Flatiron can process most defects regardless of where the original purchase occurred, but receipts and the original product are required.

For most defects, the time window is:

Vape cartridges and disposables: 30 days from purchase.

Edibles: 14 days from purchase, before opened consumption.

Flower: 14 days from purchase, with original packaging.

Pre-rolls: 14 days from purchase.

Topicals, tinctures, and other product types: 14 days, before opening.

Defects identified outside these windows are evaluated case-by-case. The team will work with customers in good faith on legitimate quality issues.

The following are not defect returns:

Customer dissatisfaction with the effect of the product (the cultivar did not produce the expected effect, the dose was too strong or too weak).

Customer dissatisfaction with the flavor.

Change of mind after purchase.

Product opened or consumed in part, where the customer wishes to return the remainder.

Loss of receipt with no other proof of purchase.

Damage from improper customer storage.

Customer change of preference after purchase.

These are not defect issues but customer-experience issues. The Alchemy team will note customer feedback and use it to inform future product selection and customer-consultation practice.

If a NYS-licensed cultivator or processor issues a recall for a specific product lot, The Alchemy participates in the recall process.

For recalled products:

Customers who purchased the affected lot are contacted by email or phone if contact information is on file.

Recalled products can be returned to the original location for full refund regardless of the typical defect window.

The recall lot number and date range is shared at the front desk.

NYS OCM publishes recalls publicly. The Alchemy posts active recalls at thealchemy.nyc and in-store.

In the rare event of a recall, the team operates under NYS protocol and customer safety first.

For online orders delivered to a NYC address:

Damage in transit or wrong product delivered: contact [email protected] within 24 hours of delivery. The team will resolve through replacement delivery or refund.

Defects identified after delivery: same protocol as in-store defects. Contact within the typical defect window.

Refused delivery: refunds processed after the product returns to the dispensary.

Failed delivery (no one available to receive): rescheduled per the delivery contact protocol.

The Alchemy approach to customer-service issues is to resolve them with the customer's experience at the center.

If a customer is unsatisfied with a product, the budtender will discuss alternatives, recommend a different product for the next purchase, and document the feedback. Even without a defect return, the team works to support a better next-purchase experience.

For repeated customer issues with a specific brand or product type, the buying team uses customer feedback as a curation signal.

For in-store defect returns:

Bring the product and original packaging.

Bring the receipt or have payment-method-on-file for receipt lookup.

Visit either the Chelsea (302 8th Avenue) or Flatiron (12 West 18th Street) location.

The team will process the return at the customer service area.

For online order issues:

Email [email protected] with the order number and a description of the issue.

A team member will respond within 1 business day.

For general feedback (not a return):

Use the contact form at thealchemy.nyc/contact/ or email [email protected].

A customer at Chelsea bought a 0.5 g live resin cartridge on a Tuesday and returned on Friday with the cartridge not producing vapor. The budtender tested the cartridge on a known-good battery to confirm the issue, pulled the receipt from the purchase record, and exchanged the cartridge for a comparable working unit from the same processor. Total time at the counter: 6 minutes. The defective cartridge was logged in the back-of-house defect tracker for the buying team to monitor processor-level defect rates.

A customer at Flatiron bought a 3.5 g flower jar two weeks earlier and returned with visible white fuzzy patches on several buds. The budtender inspected the jar, confirmed the mold presence, pulled the COA for the lot to verify the original test results, and exchanged for a different jar of comparable cultivar and tier. The compromised jar was logged for the buying team and the processor was notified. The customer left satisfied.

A customer at Chelsea bought a 10-piece gummy package, ate two gummies and reported that the gummies "didn't work" as expected. The budtender explained that dose-response variability is real and that the gummies themselves were within spec; the customer had likely just not waited long enough for the edible to take effect. The budtender recommended a different cultivar or dose level for the next purchase and offered a 10 percent loyalty discount on the next visit as a customer-service gesture. No formal return; the customer left with a clearer understanding and a positive experience.

A customer at Flatiron returned a sealed 14-piece edible package three months after purchase, claiming the product "didn't feel as strong as before." The budtender pulled the receipt to verify the purchase date, explained the 14-day return window had long passed and that the product was outside the standard return policy, and offered to consult on next-purchase selection. The customer agreed and left with a different product. The team noted internally that older edibles can lose some potency through cannabinoid degradation, although a sealed package remains within spec for the labeled dose throughout the printed shelf life.

These scenarios are representative of the ongoing return work at both stores. Most returns are legitimate defects and process smoothly. Some customer-experience issues do not meet the defect threshold and are handled through next-purchase consultation rather than formal returns. The team applies the policy with consistency while still treating each customer interaction as a service relationship.

Behind the customer-facing return policy is a back-of-house defect tracker that feeds the buying team's processor evaluation process. Every defect return is logged with the processor name, the SKU, the defect type, the date of purchase, the date of return, and a brief description of the issue. The tracker rolls up weekly into a per-processor defect-rate report.

Processors with elevated defect rates are flagged for buying team review. A processor with two defective cartridges per 100 units sold in a 30-day window is at the threshold for review. A processor with five defective cartridges per 100 units sold is at the threshold for partnership pause pending consultation. These thresholds are not arbitrary; they reflect industry-typical defect rates and the team's commitment to product quality.

The defect tracker is one of the reasons the Alchemy shelf turns over relatively quickly. Processors that maintain low defect rates earn expanded shelf space and inclusion in seasonal feature programs. Processors that drift toward elevated defect rates lose shelf space or partnership entirely.

NYS OCM publishes cannabis product recalls when a NYS-licensed lot fails post-distribution quality testing or when a processor self-reports a quality issue. Recalls cover specific lot numbers and date ranges rather than entire processor lines. When OCM publishes a recall, the Alchemy team takes the following actions within 24 hours.

First, the affected product is removed from the retail shelves at both locations and from the website menu. Second, the buying team contacts the processor to confirm the recall scope and any product-specific guidance. Third, the customer-service team pulls purchase records for the affected lot from the point-of-sale system, identifies customers who purchased the recalled product, and contacts those customers by email and phone. Fourth, the recall is posted publicly at thealchemy.nyc and in-store with the lot numbers and date ranges. Fifth, recalled products are accepted back for full refund regardless of the standard defect time window.

Recalls are uncommon but they happen. The Alchemy has processed three NYS-sourced recalls since opening, all resolved within 7 days of OCM publication. The customer-facing experience is direct contact, clear communication, and full refund.

The Alchemy loyalty program at Silver, Gold, and Platinum tiers includes some return-related benefits. Silver members get extended defect windows (45 days on vapes, 21 days on edibles). Gold members get expedited processing on online order issues. Platinum members get a once-per-quarter "satisfaction exchange" that allows an exchange of an opened product for a comparable item if the original was not a good fit. The Platinum benefit is informal and applied at the team's discretion, but it exists specifically for the customer who wants extra flexibility within the NYS regulatory framework.

Loyalty enrollment is free at thealchemy.nyc/loyalty/. Tier progression is based on cumulative purchase value over rolling 12-month windows. Customers reach Silver at $250 cumulative, Gold at $1000 cumulative, and Platinum at $2500 cumulative.

The Alchemy online delivery service ships within NYC for adults 21 and over with valid ID at delivery. Online order defect protocol differs slightly from in-store because the delivery driver is the first point of contact for any transit damage.

If the delivery driver delivers the wrong product, the customer should refuse delivery and contact [email protected] immediately. The team will process a replacement order or refund within 1 business day. If the product is correct but damaged in transit (broken jar, damaged packaging, melted edible from heat exposure), the customer should photograph the damage at the time of delivery and contact [email protected] within 24 hours. The team will resolve through replacement or refund.

If the product is correct and undamaged at delivery but reveals a defect after the customer opens it (defective vape, contaminated edible, moldy flower), the standard in-store defect protocol applies. The customer can bring the product to either physical store with the order receipt for processing.