Refund policy
At Photon Wellness, we are committed to providing high-quality supplements, protein products, and wellness products to our customers. Your satisfaction and safety are important to us.
Because many of our products are consumable and intended for personal use, we have established the following Returns & Refund Policy to protect product quality, safety, and customer satisfaction.
1. Eligibility for Returns
We accept returns of eligible products within 14 days of the delivery date, provided that:
• The product is unused, unopened, and in its original, sealed packaging.
• The product is in its original condition and suitable for resale.
• All original labels, seals, packaging, and accessories are intact.
• Proof of purchase or order information is provided.
• Returns are not accepted based on taste, appearance, consistency or any other characteristic of the product. These products contain ingredients that has been derived from natural or syntenic sources which may change slightly over time.
• Change of mind returns will not be accepted, please make sure before placing your order.
We reserve the right to refuse a return if the product does not meet these requirements.
2. Supplements and Consumable Products
For health, hygiene, and product-safety reasons, opened, used, partially consumed, or tampered-with supplements and consumable wellness products are generally not eligible for return or refund.
This includes, but is not limited to:
• Protein powders and protein drinks
• Vitamins and minerals
• Capsules and tablets
• Pre-workout and post-workout products
• Sports nutrition products
• Herbal and nutritional supplements
• Wellness powders, beverages, and consumable products
Please ensure that you have selected the correct product, flavour, size, and quantity before opening the product.
3. Damaged, Defective, or Incorrect Products
If your order arrives:
• Damaged
• Defective
• Expired
• Missing items
• Different from the product ordered
• With broken or compromised packaging
please contact us within 7 days of delivery.
To help us resolve the issue quickly, please provide:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging
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Photographs of any visible shipping damage, if applicable
After reviewing the claim, we may offer a replacement, store credit, or refund, depending on the circumstances.
4. Products Damaged During Shipping
If your package arrives visibly damaged, please photograph the package and product before disposing of any packaging materials.
Where the damage occurred during shipping, we will review the claim and, where appropriate, arrange a replacement or refund.
5. Wrong Product Received
If we accidentally send you an incorrect product, please contact us within 5 days of delivery.
We will arrange an appropriate resolution, which may include:
• Sending the correct product;
• Providing a replacement; or
• Issuing a refund.
Where the error is ours, we will provide instructions regarding the return of the incorrect item.
Unless the return is due to an error on our part or a defective/damaged product, return shipping
7. Return Authorization
Please contact us before sending any product back.
Do not send merchandise to an address obtained from a previous order, shipping label, or third-party source without receiving return instructions from Photon Wellness.
Unauthorized returns may be delayed or may not be eligible for a refund.
8. Refunds
Once an eligible return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will generally be issued to the original payment method.
Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank, credit-card provider, or payment service.
9. Partial Refunds
In certain circumstances, a partial refund may be offered where:
• The returned product has minor damage caused during the customer's possession;
• Packaging is incomplete;
• The product does not meet the requirements for a full refund; or
• Other circumstances warrant a partial adjustment.
The final decision will be made after the returned product has been reviewed.
10. Sale, Clearance, and Promotional Products
Products identified as Final Sale, Clearance, or otherwise specifically marked as non-returnable at the time of purchase are not eligible for return due to change of mind.
This restriction does not affect any rights you may have under applicable consumer-protection laws.
11. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests received before the order has been processed or shipped.
Once an order has been shipped, it may no longer be possible to cancel it, and the customer may need to follow the applicable return procedure.
12. Refused or Undeliverable Packages
If an order is returned to us because the customer:
• Provided an incorrect or incomplete address;
• Failed to collect the package; or
• Refused delivery,
the customer may be responsible for applicable return shipping and other charges incurred by Photon Wellness.
Any eligible refund will be processed after the returned package has been received and inspected.
13. Product Safety
For your safety, do not consume a product if the seal is broken, the packaging appears tampered with, the product is damaged, or the product appears to have been improperly stored.
Please contact us immediately if you believe a product may have a safety or quality issue.
Customers should follow the manufacturer's directions and consult an appropriate healthcare professional before using supplements where appropriate. Products sold by Photon Wellness are not intended to diagnose, treat, cure, or prevent disease unless expressly permitted by applicable law.
14. Exchanges
We may offer exchanges for eligible unopened products, subject to product availability.
If the requested replacement is unavailable, we may provide a refund or store credit where appropriate.
15. Store Credit
Where applicable, Photon Wellness may offer store credit instead of a refund.
Store credit will be issued in accordance with the terms communicated to the customer and may be subject to applicable laws and regulations.
16. Consumer Rights
This Returns & Refund Policy is intended to explain our standard return procedures and does not limit or exclude any rights or remedies that cannot legally be excluded under applicable Canadian or provincial consumer-protection laws.
Where applicable law provides you with additional rights regarding defective, unsafe, misrepresented, or non-conforming products, those rights remain unaffected by this policy.
17. How to Request a Return or Refund
To request a return, replacement, or refund, please contact our Customer Service team at support@photonwellness.ca, with the following details:
Order Number:
Customer Name:
Product Name:
Reason for Return:
Photographs (if applicable):
Please contact us through the Contact Us page on our website or using the customer-service email address provided on your order confirmation.
Our team will review your request and provide the appropriate next steps.
18. Policy Updates
Photon Wellness reserves the right to update or modify this Returns & Refund Policy from time to time. The latest version will always be published on our website, together with its effective date.