Refund and Returns Policy

Refund and Returns Policy – Distillate Canada

At Distillate Canada, we are committed to providing high-quality products and a reliable customer experience across every region—from Toronto to Vancouver, and even remote locations like Iqaluit. If for any reason you are not fully satisfied with your purchase, our Refund and Returns Policy is designed to be fair, transparent, and easy to follow.

1. Overview

This policy applies to all purchases made through Distillate Canada and covers customers in every province and territory, including Ontario, Quebec, Alberta, British Columbia, Nova Scotia, and beyond.

We aim to ensure that all customers—whether in major cities or rural communities—receive consistent support when requesting returns or refunds.

2. Eligibility for Returns

You may request a return under the following conditions:

  • The item was received damaged or defective

  • The wrong product was delivered

  • The product does not match the description

  • You are unsatisfied with the product (subject to approval)

To qualify for a return:

  • The request must be submitted within 14 days of delivery

  • The product must be unused and in its original packaging

  • Proof of purchase (order confirmation or receipt) must be provided

3. Non-Returnable Items

Certain items may not be eligible for return due to safety, hygiene, or regulatory reasons. These may include:

  • Opened or used products

  • Items marked as final sale

  • Products that cannot be resold due to health or compliance standards

If you are unsure whether your item qualifies, please contact our support team before initiating a return.

4. Return Process

To initiate a return, follow these steps:

  1. Contact Customer Support
    Reach out via email or our website contact form with your order details.

  2. Provide Documentation
    Include photos (if applicable) showing the issue with the product.

  3. Receive Authorization
    Our team will review your request and provide return instructions if approved.

  4. Ship the Product Back
    Carefully package the item and send it to the provided return address.

Customers across Canada—from Montreal to Calgary and Halifax—can follow the same standardized process.

5. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

Approved Refunds

  • Processed within 5–10 business days

  • Issued to the original payment method

  • May take additional time depending on your financial institution

Partial Refunds

In some cases, partial refunds may be granted if:

  • The item is not in its original condition

  • Parts are missing for reasons not due to our error

6. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us with your request, and we will guide you through the process.

7. Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect

  • Original shipping fees are non-refundable, unless the return is due to our error

Due to Canada’s geographic size, shipping timelines and costs may vary depending on your location, including remote areas such as Whitehorse or Yellowknife.

8. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again

  2. Contact your credit card company

  3. Contact your bank

If the issue persists, please reach out to our support team for assistance.

9. Cancellations

Orders can only be canceled if they have not yet been processed or shipped. Once shipped, the order must go through the standard return process.

10. Damaged or Incorrect Items

If you receive a damaged or incorrect product, please contact us within 48 hours of delivery. We may request photos or additional details to resolve the issue quickly.

We are committed to resolving such cases promptly for customers across all regions, including Ottawa, Edmonton, and St. John’s.

11. Contact Us

If you have any questions about our Refund and Returns Policy, please contact our customer support team through our official website.

12. Policy Updates

Distillate Canada reserves the right to update or modify this policy at any time without prior notice. Changes will be posted on this page and take effect immediately upon publication.

Final Note

At Distillate Canada, customer satisfaction is our priority. Whether you’re shopping from a major metropolitan area or a remote northern community, we strive to provide a consistent, transparent, and reliable returns experience across all of Canada.

Thank you for choosing Distillate Canada.