Returns & Refunds Policies
At Nutrihive.ca, we are committed to providing our customers with a seamless and enjoyable shopping experience. As part of this commitment, please refer to our returns and refunds policies outlined below to understand the terms and eligibility criteria for the options.
Please note that all monetary values mentioned in this policy, including purchase or refunds amounts and shipping costs, are in Canadian Dollars (CAD) before applicable taxes unless otherwise stated.
Order Modification
You may request changes to your order, such as adding or removing items, updating shipping information, or changing the payment method, by contacting our Customer Services team at customerservices@nutrihive.ca within 24 hours from the time of order placement.
Please provide us your Order Number while submitting any order modification requests via email.
NOTE: If you request to remove items from an order that originally qualified for free shipping, and the resulting order total falls below the minimum purchase requirement for free-shipping, you will be responsible for covering any additional shipping fee.
We will make every effort to accommodate your request; however, order modifications are subject to the availability of items and processing status.
Order Cancellation
You may cancel your order within 24 hours from the time of order placement without incurring any cancellation fees.
To request an order cancellation, please contact our Customer Services team at customerservices@nutrihive.ca.
We are unable to cancel orders submitted after 24 hours from the time of order placement, or once they have been processed and shipped. In such instances, please refer to our Returns and Refunds Policies below.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original product packaging. You’ll also need the receipt or proof of purchase.
Returns with a total value exceeding CA $200 will be subject to a 15% restocking fee.
To start a return, please contact us at customerservices@nutrihive.ca. Please be aware that you may be requested to provide images depicting the condition of the items you intend to return.
Once your return request is accepted, we will share detailed instructions with you on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We only offer return shipping labels for cases involving product damages, defective items, or incorrect deliveries. For return requests initiated for any other reasons, customers will be responsible for covering the return shipping costs.
Damages and Issues
Please inspect your order upon reception, and contact us at customerservices@nutrihive.ca immediately if the item is defective, damaged or if you receive the wrong item. This will allow us to promptly assess the issue and take the necessary steps to resolve it.
We are not liable for external package damages incurred during the delivery process.
Nonetheless, if the delivered package experiences significant external damages that impact the condition of the enclosed products, please reach out to us immediately. Include images that illustrate the package's condition and the affected products as evidence. We will make every effort to work together to find a resolution for the situation.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as sanitary goods or beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Please be aware that we do not accept returns for final sale items (special promotions), clearance items, or gift cards.
Exchanges
We do not facilitate direct exchanges for delivered items. However, we do provide the option for store credit if you wish to return your purchased items. Please refer to the Returns section for a detailed explanation of the procedure.
European Union 14 day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
After we have received and inspected your returned items, we will promptly notify you and inform you whether the refund has been approved, which is contingent on the condition of the product.
If the refund is approved, it will be automatically processed to your original payment method within 10-15 business days. Please keep in mind that your bank or credit card company may require additional time to process and post the refund to your account.
If more than 15 business days have elapsed since we approved your return, please don't hesitate to reach out to us at customerservices@nutrihive.ca for further assistance.
For our valued overseas customers, please be aware that we cannot assume responsibility for any differences in exchange rates between currencies.
We also offer customers the option to receive store credit as their refund. If you prefer this option, please inform our Customer Service team, and we will be happy to assist you accordingly.