Refund Policy
Effective date: June 3, 2026
3.1 General rule
All sales are final once an order is placed. Because research-use-only biochemical reagents are sensitive, lot-traced materials, Vitatide does not accept customer returns or restock returned product after checkout. Do not send product back unless Vitatide specifically requests it as part of an issue review.
3.2 Cancellation before shipment
If you need to cancel an order, contact support@vitatide.ca as soon as possible. If the order has not shipped or entered irreversible fulfillment, payment can be matched, and no legal, fraud, compliance, or banking hold applies, Vitatide may cancel and refund the order in full. Once an order has shipped, the final-sale and delivery-issue terms apply.
3.3 Damaged, wrong, missing, or out-of-spec product
If a shipment arrives damaged, missing items, with the wrong item, mislabelled, or with a product that appears inconsistent with the published specification or available COA/source documentation, contact support@vitatide.ca immediately. Include your order number, photos of the package and labels, and a concise description of the issue. After review, Vitatide may issue a replacement, refund, credit, or otherwise resolve the issue at its discretion and as required by law.
3.4 Lost in transit
If tracking indicates that a shipment may be lost or materially delayed, contact support@vitatide.ca. Vitatide will review the order and carrier evidence and work toward a replacement, refund, credit, or other appropriate resolution at its discretion and as required by law. Tracking information is provided when available.
3.5 Carrier, safety, or compliance hold
If a carrier, safety, fraud, or compliance review prevents shipment or delivery, Vitatide will review the order and available evidence before deciding whether to cancel, refund, replace, credit, or take another legally required action. Domestic carrier holds are handled case by case.
3.6 Billing disputes and chargebacks
If you have a billing dispute, contact us first at support@vitatide.ca. We will review the relevant order, payment, and fulfillment records and respond as soon as practical. If future card or crypto rails are enabled, additional dispute or chargeback terms may apply; unjustified chargebacks may result in account suspension.
3.7 How to request support
Email support@vitatide.ca with: order number, reason, photos or documentation if applicable, and any carrier tracking information. We will review and respond as soon as practical.