Refund Policy

Our policy is active up to 15 calendar days after the item has been received by the customer. An item is marked as received when the tracking status of the shipped item has reached its destination and marked 'Delivered' by the shipping carrier. If 15 days have gone by since your item has been delivered, unfortunately we can’t offer you a refund or exchange.

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 (unopened).

To complete your return, we require a receipt or proof of purchase to be included in the box of the returned item(s).

There are certain situations where only partial refunds are granted (if applicable)

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@diatomaceousearth.ca.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@diatomaceousearth.ca and send your item to: 142 Waterloo Street Waterloo Ontario CA N2J 1Y2.

Shipping

To return your product, you should mail your product to: 142 Waterloo Street Waterloo Ontario CA N2J 1Y2

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. This condition is the case with packages 'RTS' or 'Return To Sender'. We do not cover return shipping costs on any refunds.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping a return back to us, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, you are responsible for the item reaching us appropriately.

With any other questions, please send us an email at info@diatomaceousearth.ca.