Refund policy
Truvana Refund, Return & Subscription Policy
Effective: August 22, 2026
Overview
This Refund, Return & Subscription Policy applies to purchases and subscription renewals governed by this version of the policy through Truvana.
Please review your order details, subscription terms, billing frequency, and applicable policies before completing your purchase.
Truvana does not offer a general satisfaction or money-back guarantee under this policy. Refunds, replacements, and other resolutions are available only as described below and as otherwise required by applicable law.
Order Processing and Cancellation
Orders may enter processing and fulfillment shortly after payment is successfully completed.
Once an order has entered fulfillment, we may be unable to cancel or modify it.
Customers are responsible for reviewing their:
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Products and quantities
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Shipping address
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Billing information
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Order total
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Subscription terms
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Recurring billing information
before completing checkout.
If you believe an order was placed incorrectly, contact support@truvana.ca as soon as possible. We cannot guarantee that an order can be stopped once fulfillment has begun.
Refund Policy
Truvana does not provide refunds solely because of:
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Change of mind or buyer's remorse
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Accidental orders
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Failure to review the order before purchase
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Dissatisfaction with personal results
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Failure to use the product consistently or as directed
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Personal or lifestyle changes after purchase
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Carrier delays outside Truvana's reasonable control
This does not limit remedies available for qualifying damaged, defective, incorrect, or other orders described below or rights that cannot legally be excluded.
Subscription Orders
Where a customer purchases a subscription, the subscription is a recurring purchase and will continue to renew at the billing frequency and price disclosed during enrollment until cancelled.
By completing a subscription purchase, the customer authorizes Truvana to charge the payment method provided for recurring subscription renewals in accordance with the subscription terms presented during enrollment.
Subscription details are provided during the purchase process and may also be communicated through subscription and order confirmation communications.
Subscription Billing
Subscription renewals are charged according to the customer's scheduled billing cycle.
Customers are responsible for reviewing their subscription information and managing or cancelling their subscription before the next scheduled renewal if they do not want another shipment.
A customer receiving or using a previous shipment does not automatically cancel future subscription renewals.
Subscription Cancellation
Subscriptions can be cancelled through the available subscription management portal or by contacting:
Cancellation requests must be received at least 24 hours before the next scheduled billing date to prevent that renewal from processing.
A cancellation received after a renewal has already been processed applies to future renewals and does not automatically reverse the transaction that has already occurred.
Customers should retain their cancellation confirmation for their records.
Subscription Renewal Refunds
Once a subscription renewal has been validly processed before a timely cancellation request was received, the renewal is generally non-refundable.
For example, cancelling after a scheduled renewal has already processed does not automatically make that prior renewal eligible for refund.
Truvana will review claims involving billing errors, duplicate charges, damaged or defective products, incorrect shipments, or other circumstances requiring correction under this policy or applicable law.
Promotional and Subscription Pricing
Introductory offers, discounts, promotional pricing, gifts, and first-order promotions may apply only to the initial order.
Future subscription renewals may be charged at the recurring subscription price disclosed when the customer enrolls or as otherwise properly communicated before the applicable renewal.
Damaged Products
If a product arrives physically damaged, contact support@truvana.ca promptly after delivery.
We may request:
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Photographs of the damaged product
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Photographs of the packaging
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Order information
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Other information reasonably necessary to verify the claim
After verification, Truvana may provide an appropriate replacement or refund.
Defective Products
If a product arrives with a legitimate quality defect, such as unusual discoloration, contamination, foreign material, or another verifiable defect, contact support@truvana.ca promptly.
Photographs or return of the affected product may be requested where reasonably necessary to investigate the issue.
Verified defective-product claims will be appropriately resolved.
Incorrect Orders
If Truvana ships a product or quantity different from the customer's order, contact support@truvana.ca promptly and provide the order information and photographs where reasonably requested.
Verified fulfillment errors will be corrected at no additional product cost to the customer.
Shipping and Tracking
Customers will receive available shipping and tracking information after fulfillment.
Tracking information may not update continuously while a shipment is moving between carrier facilities.
Carrier delays caused by weather, customs, holidays, transportation disruptions, peak periods, or other circumstances outside Truvana's reasonable control do not automatically make an otherwise valid order refundable.
Delivered Packages
Where carrier tracking confirms delivery to the shipping address supplied with the order, customers should first check:
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The delivery location
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Household members
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Building reception or mailroom
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Neighbours where appropriate
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The shipping carrier
If a package appears to have been lost, stolen, or misdelivered after a delivery scan, contact support@truvana.ca so the circumstances can be reviewed.
Carrier delivery confirmation and other available fulfillment information may be used when investigating delivery claims.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
If an incorrect or incomplete address provided by the customer causes a shipment to be delayed, returned, or delivered incorrectly, contact us and we will review the available options.
Additional shipping costs resulting from a customer-provided address error may be the customer's responsibility where permitted.
Customer Support and Billing Concerns
Customers who believe there is an issue with an order, renewal, cancellation, shipment, or charge should contact:
Please include your name, order number, and a description of the issue so that we can investigate it promptly.
Nothing in this policy restricts any rights a customer may have through their card issuer, payment provider, or applicable law.
Fraud and Policy Abuse
Truvana reserves the right to investigate suspected fraudulent activity, false claims, repeated policy abuse, or other misuse.
Where appropriate and legally permitted, Truvana may refuse future purchases or cancel future subscription renewals associated with abusive or fraudulent activity.
Refund Processing
When a refund is approved, it will be issued to the original payment method.
Processing and posting times vary depending on the payment provider and financial institution.
Return Shipping
Where a return is required because of a verified Truvana fulfillment error or qualifying defective product, Truvana will provide appropriate return instructions.
For other authorized returns, applicable return-shipping responsibility will be communicated when the return is approved.
Do not send a product back without first contacting customer support.
Digital Products
Digital guides, trackers, bonuses, and other electronically delivered products are separate from physical-product fulfillment.
Digital delivery confirmation does not constitute proof that a physical product was delivered.
Digital products are generally non-refundable once delivered or accessed, except where otherwise required.
Policy Updates and Historical Purchases
Truvana may update this policy from time to time.
Updates apply prospectively as appropriate and do not retroactively replace terms that governed a transaction when it was made.
Historical purchases and subscription enrollments remain subject to the applicable terms and disclosures associated with those transactions.
Contact
For refund, return, subscription, billing, cancellation, or fulfillment inquiries:
Email: support@truvana.ca