Refund policy
Truvana Refund & Return Policy
Last updated: August 15, 2025
Refund Policy
This policy applies to all purchases made through our official website.
Orders enter processing immediately after purchase and cannot be canceled once submitted to fulfillment.
By completing a purchase on our website, customers acknowledge and agree to the terms outlined in this Refund & Return Policy.
90-Day Satisfaction Guarantee
We stand behind our products when given a fair and consistent trial. Every order is backed by our 90-Day Satisfaction Guarantee, subject to the eligibility requirements below.
Eligibility Requirements
To qualify for a refund under the 90-Day Satisfaction Guarantee, ALL of the following conditions must be met:
• A minimum 14-day trial period has been completed from the date of delivery
• Product was used exactly as directed on the bottle
• Proof of consistent use is provided, such as:
– A written usage log covering at least 14 consecutive days, or
– Photos showing the product in use
• A brief written explanation is submitted describing:
– The results expected
– The results actually experienced
• The refund request is submitted within 90 days of delivery (not purchase date)
• The request is submitted via email to support@truvana.ca with all required documentation
Important Clarifications
Unopened Products
Unopened products are not eligible for refunds once delivered.
Refund eligibility is based on product performance after proper use, not whether a product has been opened. Requests for refunds due to unopened items, change of mind, or personal preference are not accepted.
Medical or Lifestyle Changes
Refunds are not issued due to:
• Medical changes or contraindications discovered after purchase
• Doctor recommendations made after delivery
• Lifestyle changes or personal circumstances
• Decisions to stop breastfeeding, supplementation, or product use after purchase
Product Format
We only sell products in the exact format listed on the product page at the time of purchase.
Ordering with the expectation of a different format (for example, expecting powder when capsules are listed) does not qualify for a refund.
Refunds Are NOT Available For
Refunds will not be issued for the following reasons:
• Change of mind or buyer’s remorse
• Accidental purchases or ordering by mistake
• 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
• Claims unrelated to product performance after proper use
• Requests submitted more than 90 days after delivery
• Failure to provide required documentation
• Delivery delays or shipping transit concerns
Refund Outcomes (If All Requirements Are Met)
Opened Products
• No return required
• Eligible customers may receive up to a 50% product refund, based on usage documentation and compliance
Refund percentages are determined at Truvana’s sole discretion.
Product Quality & Delivery Issues
(These bypass the 14-day trial requirement)
Damaged Product (Physical Damage Only)
Examples include:
• Crushed or compromised packaging during transit
• Broken or damaged product upon arrival
Required:
• Photos of the product and packaging submitted within 48 hours of delivery
Defective Product (Quality Issues Only)
Examples include:
• Mold, unusual discoloration, or foul odor
• Foreign objects
• Expired product received
Required:
• Photos submitted within 7 days of delivery
• Return of defective product may be required for inspection
Wrong Item Shipped
• Incorrect product or incorrect quantity received
• Must be reported within 7 days of delivery with photos and order confirmation
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.
Digital Products
Digital items (such as trackers, guides, or bonuses) are delivered electronically and may appear as “delivered” separately from physical products. Digital delivery does not indicate physical product delivery.
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
For apartment complexes, customers are responsible for ensuring carriers have clear delivery access and instructions.
Not Covered Under Any Circumstance
• Delivery delays caused by carriers, customs, or seasonal volume
• Customer unavailable to receive the package
• Incorrect address provided at checkout
• Refused deliveries
• Packages returned to sender due to customer inaction
One Refund Per Household
Only one refund of any kind is permitted per household or shipping address.
Subscription Orders
Receiving a refund does not automatically cancel subscriptions. Customers must cancel future shipments separately.
Refund Processing
Approved refunds are issued to the original payment method within 5–7 business days. A confirmation email will be sent once processed.
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.
Discretionary Exceptions
Any refunds or accommodations offered outside this policy are made at Truvana’s sole discretion and do not establish precedent.
Contact
📧 Email: support@truvana.ca
🕘 Hours: Monday–Sunday, 9am–5pm EST
All refund requests must be submitted via email with complete documentation. Phone requests are not accepted.