A Return From Retailer applies when a retailer has already accepted and signed for a delivery but later wishes to return the product to Nabis.
A Return From Retailer is different from a delivery rejection. A rejection occurs when product is refused at the time of delivery and returned with the driver. Once a delivery has been accepted, the return must be processed through a Return From Retailer request.
Please note: Only Nabis Admins can create/schedule return orders.
Types of Returns
Standard Returns
A standard Return From Retailer applies when a retailer no longer wants the product, such as unwanted product, excess inventory, or product that was mistakenly ordered.
Standard returns must be:
- Requested within 30 days of delivery.
- Returned in the same condition and quantity as originally delivered.
- Free of retailer-applied labels or alterations.
Partial standard returns are not accepted unless otherwise approved by Nabis.
Damaged or Defective Returns
If product is damaged or defective and cannot be remediated, please contact Nabis Customer Experience for review.
Damaged or defective returns may have different requirements, including:
- Returns outside of the 30-day timeframe may be considered.
- Only affected units may need to be returned.
- Additional documentation or handling requirements may apply.
Please provide details about the damaged or defective product when submitting your request so Nabis can determine the appropriate next steps.
Before Requesting a Return
Please ensure the following information and requirements are met:
- Provide the original Nabis order number associated with the delivery. This allows Nabis to verify the original delivery and process the return.
- Product is eligible for return based on the applicable return type.
- Product is not expired or otherwise ineligible for return.
- Applicable return fees have been confirmed before scheduling.
Metrc Requirements
Before a Return From Retailer pickup can be scheduled, the appropriate Metrc documentation must be completed.
Please review the Generating a Metrc Transfer (Retailer → Nabis) guide as needed.
Depending on the status of the product in Metrc, additional steps may be required:
- If the product has not yet been accepted in Metrc, the appropriate Metrc action must be completed before the return can proceed.
- If the product has already been accepted in Metrc, a new Metrc Transfer Manifest transferring the packages back to Nabis is required.
Physical Metrc tag(s) must also be available at the time of pickup.
Nabis will coordinate the Return From Retailer order separately once the required Metrc steps and return requirements have been completed.
Preparing for Pickup
Once your return has been approved and scheduled, please have the following ready for the driver:
- Returning product
- Physical Metrc tag(s)
- Appropriate Metrc Manifest
- Required Return From Retailer paperwork
Please note that Nabis cannot complete the pickup if required Metrc documentation or tags are unavailable.
New York Excise Tax
Returning product does not reverse New York excise tax.
Under New York law, the excise tax is incurred when product is sold to the retailer and is not refunded when product is later returned.
As a result:
- The returned product may be credited, subject to applicable approval.
- The excise tax portion of the original invoice remains due.
If you have questions regarding the excise tax, please contact our Accounts Receivable team at ny.ar@nabis.com.
Questions?
If you're unsure whether your return qualifies or have questions about the process, please reach out to the Nabis Customer Experience team. We'll review the request with the appropriate team and help coordinate the next steps.
CX Team Email: helpny@nabis.com
Phone: (510) 394-1858, Ext. 2 for NY