Refund policy
Last updated: September 24, 2026
Free 14-Day Returns
We offer free returns on approved, eligible products that are new, unused, unopened and in their original factory-sealed packaging. Return requests must be submitted within 14 calendar days of delivery.
Because our products are consumable food products, we cannot accept the physical return of any product that has been opened, used, tampered with or had its factory seal broken.
Return Eligibility
To qualify for a return, all of the following conditions must be met:
- The return request is submitted within 14 calendar days of delivery.
- The return is approved by Protein Powder Canada before the product is shipped back.
- The product is new, unused and unopened.
- The product remains in its original factory-sealed packaging.
- The product and packaging are in their original, undamaged and resalable condition.
- You provide your order number or other acceptable proof of purchase.
All returns are subject to inspection. Protein Powder Canada reserves the right to refuse a refund if the returned product does not meet these eligibility requirements.
How to Request a Return
To request a return, please complete our contact form within 14 calendar days of receiving your order.
Please include:
- Your full name
- Your order number
- The product you would like to return
- The reason for the return
Please do not send a product back before receiving return approval and instructions from us. Unauthorized returns may not be accepted or refunded.
Free Return Shipping
If your return is approved, Protein Powder Canada will provide you with a prepaid return shipping label. There is no return shipping charge and no restocking fee for an approved, eligible return.
You must use the prepaid shipping label provided by us and follow the return instructions included with your approval. The return package must be handed to the designated shipping carrier within 7 calendar days of receiving the return label.
Protein Powder Canada is not responsible for products returned using a different shipping method or without prior approval.
Opened Products Cannot Be Returned
For health, hygiene and product-safety reasons, products that have been opened, used, tampered with or had their factory seal broken cannot be physically returned.
This restriction applies even if the product has only been tried once or a small amount has been used.
Personal taste preferences—including sweetness, flavour, texture, mixability or dislike of an ingredient such as stevia—do not qualify an opened product for a return, replacement or refund.
Please review the product description, ingredients, allergen information and nutritional information before opening or using a product.
Damaged, Defective or Incorrect Products
Please inspect your order when it arrives. If a product is damaged, defective, incorrect or arrives with a broken factory seal, do not open, consume or use it.
Contact us through our contact form within 7 calendar days of delivery. Please include your order number and clear photographs showing the product, its condition, the factory seal and the shipping packaging.
After reviewing the issue, we may provide a replacement or refund. For health and product-safety reasons, we will not require an opened, leaking, contaminated or otherwise unsafe product to be physically returned unless permitted by applicable law and we provide specific handling instructions.
If you received an incorrect product, please keep it unopened and factory sealed while we review your request.
Refunds
Once an approved return is received, we will inspect the product to confirm that it is new, unused, unopened, factory sealed and in its original resalable condition.
If the return is approved following inspection, your refund will be issued to your original payment method within 5 business days. Your bank or credit card provider may require additional time to post the refund to your account.
Original outbound shipping charges, if any, are non-refundable unless the order was damaged, defective or incorrect due to an error by Protein Powder Canada.
If a returned product does not meet the eligibility requirements, the refund may be denied. We will contact you if there is an issue with your return.
Non-Returnable Products
The following products cannot be returned:
- Opened or used products
- Products with a broken or removed factory seal
- Products that have been tampered with
- Products that are not in their original packaging
- Products that are damaged after delivery
- Products returned without prior approval
- Products returned more than 14 calendar days after delivery
- Gift cards
Exchanges
We do not offer direct exchanges. If you would like a different product, flavour or size, you may request a return for an eligible unopened product and place a new order separately.
Order Cancellations and Address Changes
If you need to cancel an order or change the delivery address, please contact us as soon as possible. We cannot guarantee that an order can be cancelled or changed after it has been submitted for processing or shipped.
If an order has already shipped, the regular return eligibility requirements will apply.
Product Selection and Dietary Considerations
Customers are responsible for reviewing product ingredients, allergen information, nutritional information and usage instructions before purchasing and consuming a product.
If you have allergies, dietary restrictions, a medical condition, are pregnant or nursing, or are taking medication, consult an appropriate healthcare professional before using a supplement.
Contact Us
If you have questions about a return, refund or damaged order, please use our contact form. Include your order number so we can assist you as quickly as possible.
This policy does not limit any rights or remedies that cannot be excluded under applicable Canadian consumer-protection laws.
