Truvana Refund & Return Policy

Last updated: June 18, 2026

Overview

This Refund & Return Policy applies to all purchases made through truvana.ca. By completing a purchase on our website, you acknowledge and agree to the terms outlined in this policy in full.

Order Finality

Orders enter processing immediately after payment is received and cannot be cancelled, modified, or refunded once submitted to fulfillment. This includes:

• Orders placed accidentally
• Duplicate orders
• Orders placed in error
• Orders placed without reviewing the cart or checkout summary

Customers are solely responsible for reviewing their order details before clicking "Complete Purchase."

Money-Back Guarantee

Every order is backed by our tiered Money-Back Guarantee, with the guarantee period matching the size of your order:

• Buy 1 Bag: 30-day money-back guarantee
• Buy 1 Get 1 Free (2 Bags): 60-day money-back guarantee
• Buy 2 Get 1 Free + Free Gift (3 Bags): 90-day money-back guarantee

The guarantee period begins on the date of delivery, not the date of purchase.

Eligibility Requirements

To qualify for a refund under our Money-Back Guarantee, ALL of the following conditions must be met:

• A minimum 14-day trial period has been completed from the date of delivery
• The product was used as directed on the label
• The customer is not satisfied with the product after consistent use
• The refund request is submitted within the applicable guarantee window (30, 60, or 90 days based on order tier)
• The request is submitted via email to support@truvana.ca with the customer's full name and order number

We trust our customers and do not require usage logs or photo evidence for satisfaction-based refund requests.

Buyer's Remorse Exclusion

Refunds will NOT be issued for any of the following reasons:

• Change of mind
• Buyer's remorse
• Accidental purchases or ordering by mistake
• Duplicate orders
• Requests made before the 14-day trial period
• Not seeing results within the first few days of use
• Failure to use the product as directed
• Forgetting to use the product or inconsistent use
• Medical changes or contraindications discovered after purchase
• Doctor recommendations made after delivery
• Lifestyle changes or personal circumstances
• Decisions to stop using the product
• Claims unrelated to product performance after proper use
• Requests submitted after the applicable guarantee window
• Delivery delays or shipping transit concerns
• Customer unavailable to receive the package

Refund Outcomes

Opened Products

• No return required
• Eligible customers receive a full refund of the product cost
• Shipping and handling fees are non-refundable

Unopened Products

• Return required before refund is processed
• Customer is responsible for return shipping costs
• Refund is issued after we receive and verify the unopened product
• Shipping and handling fees are non-refundable

Subscription Orders

All orders placed through truvana.ca are automatically enrolled in a monthly subscription. By completing your purchase you acknowledge this enrollment and authorize recurring billing on a monthly cycle from your original order date.

Subscription enrollment is disclosed at checkout and confirmed in your order confirmation email.

Subscription Renewal Refunds

Subscription renewal charges are NOT eligible for refund under any circumstances.

To avoid being charged for your next shipment, you must cancel your subscription at least 24 hours before your next billing date through your member portal or by emailing support@truvana.ca.

Receiving a refund on a previous order does not automatically cancel your subscription. Customers must cancel future shipments separately.

Promotional Pricing

Promotional pricing, introductory discounts, and first-order offers apply only to the initial purchase. Subscription renewals are billed at the standard subscription price shown in your order summary, not the introductory discounted price. This is disclosed at checkout.

Damaged or Defective Products

These claims bypass the 14-day trial requirement.

Damaged Product (Physical Damage)

Examples include crushed packaging during transit or broken product upon arrival.

Required:

• Clear photos of the product and packaging submitted within 48 hours of delivery
• Photos must clearly show the damage

Defective Product (Quality Issues)

Examples include mold, unusual discoloration, foul odor, foreign objects, or expired product.

Required:

• Clear photos submitted within 7 days of delivery
• Return of defective product may be required for inspection

Wrong Item Shipped

If you receive an incorrect product or quantity:

• Must be reported within 7 days of delivery
• Photos of the product received and order confirmation required

For all damaged, defective, or wrong item claims we will arrange replacement or full refund at no additional cost to you.

Shipping, Tracking & Delivery

Tracking Updates

Tracking updates may not occur daily. Periods without scans are normal while packages are in transit between facilities and do not indicate a lost or unshipped order.

Lost or Stolen Packages

Orders are considered fulfilled once marked "delivered" by the carrier.

We are not responsible for:

• Lost packages
• Stolen packages, including porch theft
• Packages marked "delivered" but not received
• Packages damaged after delivery
• Packages refused by the customer
• Packages returned to sender due to refused delivery
• Packages undeliverable due to incorrect address provided at checkout

For apartment complexes and gated communities, customers are responsible for ensuring carriers have clear delivery access and instructions.

Delivery Delays

Delays caused by carriers, customs, weather, holidays, peak shipping periods, or other factors outside our control are not grounds for refund. The order remains valid and will be delivered.

Address Accuracy

Customers are solely responsible for providing accurate shipping information at checkout. Orders shipped to incorrect addresses, returned to sender due to incorrect addresses, or undeliverable due to address errors are not eligible for refund or reshipment at our expense.

One Refund Per Household

Only one refund of any kind is permitted per household, shipping address, or payment method within any 12-month period. We reserve the right to refuse refund requests from customers who have exhibited a pattern of repetitive refunds.

Chargeback Policy

Customers who initiate a chargeback or dispute with their bank or credit card company instead of contacting us directly forfeit their right to a refund under this policy.

We reserve the right to dispute all chargebacks with evidence of:

• Policy acknowledgment at checkout
• Order confirmation and delivery
• Subscription enrollment disclosure
• Customer communications

Customers experiencing any issue with their order are required to contact support@truvana.ca first before initiating a dispute.

Policy Abuse

Customers who attempt to abuse this policy through repeated refund requests, false claims, fraudulent disputes, or other deceptive practices will have all future orders cancelled and may be banned from purchasing on our website.

Refund Processing

Approved refunds are issued to the original payment method within 10-15 business days of approval. A confirmation email will be sent once the refund is processed.

Once processed, it may take an additional 5-10 business days for the refund to appear on your statement, depending on your financial institution.

Return Shipping

All return shipping costs are the responsibility of the customer. We recommend using tracked shipping. Truvana is not responsible for items lost in return transit.

International Orders

International customers are responsible for all return shipping costs and any applicable customs fees, duties, or taxes. International refunds are processed in the original currency of purchase.

Digital Products

Digital items such as guides, trackers, or bonuses are delivered electronically and may appear as "delivered" separately from physical products. Digital delivery does not indicate physical product delivery. Digital products are not eligible for refund.

Discretionary Exceptions

Any refunds or accommodations offered outside the terms of this policy are made at Truvana's sole discretion and do not establish precedent for future requests.

All refund decisions are made at Truvana's sole discretion.

Policy Updates

We reserve the right to update this Refund Policy at any time without prior notice. The policy in effect at the time of your purchase applies to that order. Continued use of our website constitutes acceptance of the current policy.

Contact

All refund requests must be submitted via email with complete documentation.

Email: support@truvana.ca

Phone requests are not accepted.