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- We have a 100% Customer Satisfaction Policy. Any item can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), provided product is unopened and intact. Similarly, all returns must be received by us within 15 business days to qualify for a refund. Please note that items that are indicated as samples, final sale or liquidation cannot be returned, refunded, or exchanged.
- All subjective returns (where there has been no mistake from our end) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater.
- Returns authorized beyond the two week period will be assessed a 30% restocking fee, or a minimum of $10 whichever is greater.
- If an error has been made by us on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
- All product returns require an authorization number. This R.A number must be clearly marked on the outside of the box. Boxes without this number may be refused at the cost of the shipper.
- All returns are to be sent to our Canadian Warehouse for assessment. The statement ‘Goods Returning to Manufacturer’ must be stated on all packages. All returns must be shipped by ground Postal Service to avoid any customs and brokerage charges. If returned by any other shipping method, customers will be responsible for those charges.
- All subjective returns must be returned in saleable condition. Partially used products will not be credited. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.
- Products that are returned due to quality issues will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s) as per our specifications. Any item that has been used, mixed, diluted or altered in any manner whatsoever will not be accepted for return, refund or credit. Similarly the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed defective by our QA Department.
- Refunds or credits can take up to 1 month to process, depending upon the volume of returns. From the date you receive our credit memo by email, refunds may take 8-10 business days for your financial institution to process before appearing on your statement.