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Canada Day Sale - Up to 65% Off | Add items to your cart to see their discounted price!
Canada Day Sale - Up to 65% Off | Add items to your cart to see their discounted price!

Refund policy

We're sorry things didn't work out! We will gladly refund or exchange all sealed and unopened products in their original condition within 15 days after your order receipt date when accompanied by the original packing slip invoice. Your satisfaction is our highest priority.

Returns and Unclaimed Parcels

If item(s) in an order needs to be returned, please see the process below:

  • Item(s) to return is due to our oversight (ex: wrong item shipped, damaged), the customer may send us an email of the mistake along with photos of the wrong/damaged item(s) within (2) days from delivery date and we will be happy to act on it as follows –
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with receipt/order number/Invoice.
  • Ship to customer the correct item at no extra cost along with the return label for the customer to return back the wrong item (damaged item(s) excluded).  Item(s) must be unopened and on its original packaging.
  • If the customer does not need the item (s) any longer, the customer is responsible for shipping back the item (s) to Village Vitamin Port Credit location. We will exchange or issue an online credit which can be used on future orders on receipt of the unopened, returned item (s) with the exception of professional brands which are final sale.
  • Item(s) to return is due to reasons other than what’s stated on No. (1) above, the customer has (15) days from the date of delivery to return the same, with shipping cost on customer .Additionally, 15% re-stocking fee would be applied before Credit is issued .This applies to Items returned via Courier or Drop off at the Store location.  Credit will then be issued to customer’s account to be used up on future orders upon receipt of the returned item(s).
  • However, there will be cases wherein Shipping Courier, for reasons of security and/or if the address provided by the customer is on a rural route, usually Shipping Courier  will not safe drop the parcel and in this case, the latter will bring back the parcel to the nearest depot/postal outlet leaving a sticky note for customer’s pick up.  They give 15 days for the customer to claim the parcel.  After 15 days, Shipping Courier will automatically return to us the “unclaimed”  Once received, our Customer Service will try to contact the customer and the following will apply –
  • We can re-ship the parcel back to the customer only if the return and re-sending shipping costs are collected and pre-paid by the customer.
  • We will issue a credit (only) to the customer’s account to be used up on future orders less return shipping cost + 15% re-stocking fee.  

Note:

The following items are on FINAL SALE (NO RETURNS/NO REFUND/NO EXCHANGE)

  • Cosmetic Items
  • Beauty and Personal Care Items

       (Hair Color, Shampoo, Conditioner, Moisturizers, Lotions, Soaps, etc.)

  • Essential Oils
  • Any Liquid Items
  • BOGO Items
  • Food Items
  • Protein and Snack Bars
  • “Professional” Brand Lines

        (Metagenics, Genestra, Thorne, Douglas Labs, NFH, MediHerb, Biotics Research, Pure Encapsulations, UNDA, Dr. Reckeweg)

  • All Probiotics

If you are not satisfied with your new purchase, you may return the item(s) for a full refund of the purchased price excluding shipping costs if any, by mail.

 

Procedure to Return your purchase

A) Write us an email at customerservice@villagevitaminstore.ca with the reason for the return, your order no., and the quantity for each item you wish to return.

B) After approval by us, enclose the invoice in your return package. Pack the item(s) securely in the original product packaging & ship it to the address which will be emailed to you upon approval.

C) We recommend that all returns be sent via a traceable carrier. We are not responsible for packages not received if sent via a non-traceable carrier. Drop your package in person if you can. We cannot accept C.O.D deliveries.

D) Email us the tracking no. once you shipped back the return.

E) Upon receipt, your returned items will be checked by our staff & if items are in a resellable condition, we`ll process your exchange & refunds. Please make sure you ship back all the returned items securely to avoid any damages while in transit.

Please Note: All shipping costs, including those incurred for original order shipping & returns, are non-refundable. Upon receipt, allow approximately 7 business days to process your credit. Please allow a few days for your bank to process it.

Please Note: No products can be returned at any of our retail store`s locations. Products have to be shipped back to the origin from where it was shipped as per the above procedure.

 

How am I going to be refunded?

Refunds will be issued using the same method of payment and the same credit or debit card as the original purchase. Shipping charges and the sales tax on shipping are non-refundable.