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Refund policy

Last updated: April 16, 2025

At Define You, we are committed to providing high-quality natural health products that support women on their journey toward sustainable weight management and overall wellness. We understand that each experience is unique, and we aim to resolve all refund requests with fairness and transparency, while maintaining compliance with Canadian health regulations and safety standards.

1. Refund Eligibility

Unopened Products (Original Sealed Packaging)

You may request a full refund of the purchase price within 30 days of receiving your order, provided the product is:

  • Unopened and sealed

  • Undamaged

  • Stored in appropriate conditions (cool, dry place away from direct sunlight)

Opened or Partially Used Products

To protect the integrity of our products and customer safety, opened products cannot be returned or refunded except in the following cases:

  • A documented adverse reaction occurred after use

  • The product was defective or damaged upon arrival

  • There was a clear error in the item shipped (e.g., wrong product or label)

Note: Opened health products are never resold. This protects you and all our customers, in line with Health Canada guidelines on natural health products (NHPs).

Adverse Reactions

If you experience an unexpected or unpleasant reaction:

  1. Discontinue use immediately.

  2. Consult a licensed healthcare professional.

  3. Report the incident to Health Canada through the MedEffect Canada program.

You may also contact us via our support form to request a case review. We will assess each situation individually and respectfully.

Other Exceptional Situations

We understand that genuine errors can occur (e.g. duplicate orders, technical errors, accidental purchases). In such cases, we will evaluate refund requests on a case-by-case basis, guided by common sense and fairness.

2. How to Request a Refund

  1. Submit your request via our contact form on our website.

    • We do not process refund requests via social media, private messages, or phone.

  2. Include the following details in your request:

    • Order number

    • Description of the issue

    • Photo of the product or packaging (if applicable)

    • Relevant documentation (e.g., proof of adverse reaction)

  3. Return instructions:
    If a return is approved, we will provide a specific return address via email.
    Do not send any products back without receiving written authorization.

  4. Processing time:
    Our team will review your request and respond within 7–10 business days. If approved, a refund will be issued via your original payment method.

3. Conditions and Exclusions

  • Shipping and handling fees are non-refundable, unless we made an error.

  • Promotional items, bundles, trial offers, or limited editions are non-refundable unless stated otherwise in the original offer.

  • We do not issue refunds for products purchased through unauthorized resellers.

  • Define You reserves the right to decline any refund request that does not meet the conditions of this policy.

4. Privacy and Data Protection

Any personal information collected in connection with your refund request will be handled in accordance with our Privacy Policy, and in compliance with PIPEDA and Quebec’s Law 25. Your data will only be retained for the duration necessary to process your claim.

5. Contact Us

If you have questions or need assistance with your refund request, please contact us via our Contact Form.
We’ll respond as soon as possible.

© 2026 Define you.