Refund policy
Last updated: July 30, 2026
Final sale after shipment
All products are final sale after shipment because storage conditions, handling, and product integrity cannot be verified after delivery. We do not accept returns or exchanges for change of mind, ordering the wrong product or strength, or products that have left our control.
Cancellation requests
You may request cancellation before fulfillment begins by using the Contact page. Cancellation is not guaranteed. Orders that have entered processing, been fulfilled, or shipped cannot be cancelled.
Damaged, missing, or incorrect items
Inspect your parcel promptly after delivery. Contact us within 48 hours if an item is damaged in transit, missing from the parcel, or different from what you ordered.
Include:
- Your order number;
- A clear description of the issue;
- Photographs of the parcel, shipping label, packaging, and affected item; and
- Any other information reasonably required to review the claim.
Keep the parcel and all packaging until the review is complete. If a claim is validated, we may provide a replacement, refund, or other appropriate resolution. Refunds are returned to the original payment method where practicable.
Delivery problems
Carrier estimates are not guarantees. A delay alone does not make an order refundable. If tracking shows an unusual delay, loss, or delivery problem, contact us so that we can review the shipment and, where appropriate, open a carrier investigation.
Shipping charges
Original shipping charges are non-refundable except when required by law or when the refund results from a verified Vialcrest fulfillment error.
Payment processing
Approved refunds may require processing time from the payment provider or financial institution after Vialcrest submits them.
Statutory rights
This policy does not limit any refund, cancellation, warranty, or other right that cannot lawfully be excluded under applicable Canadian law.
Contact
Submit cancellation requests and order claims through the Vialcrest Contact page.