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- Please contact firstname.lastname@example.org with your order number or simply reply to the order/shipping confirmation email with your questions.
- For any reason that you are not completely satisfied with your order, we are happy to accept any new and unopened products (in its original packaging) within 30 days of delivery.
- Refunds or returns are not accepted due to allergic reactions or adverse skin conditions. Patch testing is always recommended when using new products.
- Shipping fees are not refundable on all orders once the order is physically shipped.
- Please note the customer shall be responsible for return shipping charges, we recommend to ship with tracking number in case of a loss during transit. Please note we cannot process a return if the package is lost by the courier.
- If we made a mistake on your order, please contact us immediately, shipping will be covered by us for any reship/return during this process.
- Once the returned items are examined by our staffs, the customer will receive an email notification regarding the refund. This process should take no longer than 1 business day. For credit card related refunds, credit will usually appear back onto your statement in 7-14 business days.
- If the returned items are used, seal broken or without its original packaging, refund will not be granted. Customer can choose to have the products ship back to them with additional shipping charges, otherwise we will discard the products. Any returns will be discarded immediately without contacting us prior to the return.
- In the case a refund is granted, a $10-15 shipping & handling fee will be deducted from the refund if the updated order total amount is below $35 or $65 (before tax & after discount). Same applies to Xpresspost orders, a $13 shipping & handling fee will be deducted from the refund if the updated order total amount is below free Xpresspost shipping. If the Xpresspost order is returned with an updated subtotal below $65 or $35. a $19-22 shipping & handling fee will be deducted during the refund depending on the provinces. Alberta region will have a slightly lower deduction due to its lower free shipping eligibility. Please refer to our shipping page for more detailed shipping charge breakdown.
- In case of any refusal on delivery, actual shipping & return charge will be deducted during a refund (Including orders eligible for free shipping). Please ensure you are able to accept the package during the estimated delivery time frame. Orders require delayed shipping service, simply leave us a note on your order during your checkout process.
- If the order is returned back to us due to incorrect shipping address, actual original shipping & returning charge will be deducted during a refund. Please ensure to provide the correct shipping address to avoid any unnecessary charges for your order. If you noticed an incorrect shipping address after placing the order, email us ASAP so we can process it under the correct address.
- If the customer decides to return the full order, actual original shipping charge will be deducted during a refund. If the order was paid with $10.00 minimum shipping charge, there will be additional shipping charge deducted to cover the actual initial shipping cost.
First time customers. If the customer decides to cancel the entire order before the actual shipping of their order, there will be a 11% processing fee deducted during a refund. Please ensure you are committed to your order as all credit card companies no longer refund their processing fees (to us) once your payment is processed. If you simply need to modify your order, please contact us ASAP before your order is packed for shipping.
All sales items are final (including purchases with discount code or promotions), it cannot be returned, exchanged or credited.
- Please note there are no price adjustments on previous purchases. We do not offer exchange service. If any items require credit, it will be issued in the form of discount code for future usage.
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