Refund policy

At Allermix Inc., we take quality and safety seriously. Because our products are foods, we must handle returns and refunds in a way that protects product integrity and consumer safety, while respecting your rights under Canadian consumer law.

Nothing in this Policy limits any non-waivable rights you may have under applicable consumer protection laws (e.g., Consumer Protection Act (Ontario), Québec CPA). If a provision conflicts with a mandatory right, that right prevails.

1) What’s covered

We will, at our option, replace the affected item(s) or refund you (to the original payment method) when:

• Damaged in transit (product or packaging materially compromised on arrival);

• Defective/spoiled on arrival (e.g., punctured seal, foreign material, clear spoilage);

• Wrong item shipped or missing items from the shipment.

For safety reasons, opened food items cannot be returned. Unopened items are only returnable where we expressly request a return for inspection, and only under the process below.

2) What is not covered

To maintain food safety, we generally cannot accept or refund for:

• Change of mind, taste preferences, or ordering the wrong product/quantity;

• Improper storage/handling after delivery (e.g., exposure to heat/moisture, failure to follow storage instructions);

• Stolen/porch-pirated parcels or packages left unattended after a successful delivery scan;

• Refused/undeliverable shipments due to incorrect/incomplete address, missing buzzer codes, or repeated delivery attempts;

• Opened items, except where required by law or where we ask you to return them.

If your parcel was marked “delivered” but you can’t locate it, see Section 5 (Delivery issues & investigations).

3) Your inspection window & how to file

To help us help you quickly, please inspect your order on delivery and file within the timelines below.

• Report window: within 48 hours of the carrier’s delivery scan (or, for “missing items,” within 48 hours of delivery).

• How to contact: email info@allermix.com with subject line: Refund/Replace – Order #[number].

• What to include (all required):

  • Order number;

  • A brief description of the issue;

  • Clear photos of: (i) shipping label, (ii) exterior box, (iii) inner packing, (iv) affected product(s) including lot#/best-before date and seal/closure;

  • For temperature concerns, a photo of the internal packaging upon opening.

We may request additional details (e.g., lot number, best-before date, weights) or ask you to retain the product for up to 10 days while we assess or file a carrier claim. If we need the item returned, we will provide a prepaid shipping label and instructions. Unapproved returns may be refused.

4) Outcomes (our options)

After review, we will choose one of the following:

• Replacement of the same item (or substantially similar item if the original is unavailable);

• Refund to your original payment method for the affected item(s) and applicable taxes;

• Partial refund/credit where only part of an order is affected;

• Denial where the claim falls outside this Policy or evidence is insufficient.

Refunds typically appear within 7–10 business days after approval (your bank may take additional time). Shipping fees, duties, and taxes are refundable only where required by law or where the entire order is defective/wrongly fulfilled.

5) Delivery issues & investigations

• “Delivered” but not received: If the carrier marks “delivered” and you cannot locate the parcel, report within 48 hours. We’ll help you check common delivery points and may open a carrier investigation. Outcomes may include replacement or refund only if the carrier confirms loss/misdelivery or we determine the parcel did not reach the address.

• Address errors / access issues: If an incorrect/incomplete address or refused delivery results in return to sender, we can reship (additional postage may apply) or refund less original shipping (where permitted).

• Temperature-sensitive items: If an item sat outside after a successful delivery scan and was damaged due to delayed retrieval, we generally cannot replace or refund.

Tip: Consider delivery to a secure location or require a signature where available.

6) Returns (when requested)

For safety, we only accept returns when our team expressly requests one during your claim.

• Use only the return label we provide; ship within 7 days of approval.

• Items must be in the original packaging with all components.

• If the return isn’t received within a reasonable time or arrives missing components we requested, we may deny or adjust the refund.

• All associated return costs (including shipping) are the responsibility of the customer unless noted by us at which point we will provide a prepaid shipping return label.

7) Price adjustments, promotions & gifts

• Price adjustments are not offered on past purchases unless required by law.

• Promo codes/discounts are not refundable or redeemable for cash.

• Gift cards are final sale and non-refundable except where required by law.

• Bundles/BOGO promotions: refunds are prorated across items; promotional value may be reversed if qualifications are no longer met.

8) International orders 

For cross-border orders, import duties/taxes/fees are collected by the carrier or customs authority and are non-refundable through Allermix Inc. If we refund an order, we refund the product price and Canadian-charged taxes (if any) in accordance with this Policy; foreign duties/taxes are outside our control.

9) Abuse & fraud prevention

We reserve the right to limit, refuse, or ban refund/replacement requests we reasonably believe to be fraudulent, abusive, or excessive, and to require additional verification (e.g., photos, affidavit, or carrier confirmation) before issuing relief.

10) How this Policy interacts with your rights

This Policy is intended to be consistent with Canadian consumer law. In provinces/territories with mandatory consumer protections (including Québec), those protections apply. Where the law requires a remedy beyond this Policy, we will honour the higher standard.