Refund policy

Refund, Returns and 30 Day Money Back Guarantee Policy.

Sublime Complex offers high quality products and formulas. All of our supplements are made in Canada with premium ingredients in a Health Canada certified laboratory to meet the highest standards.

We are proud to offer a 30 day money back guarantee to ensure you are happy with your order and give you peace of mind at the time of purchase. Before ordering a product, we invite you to read the detailed explanation of our refunds, returns and our 30-day money-back guarantee policy, as well as their conditions below. It is essential to us that you fully understand how the 30-day money back guarantee works before placing an order, as well as whether your purchase is covered by our refund and warranty policy, returns and what the limitations are.

Sublime Complex offers products available for one-time purchase, without subscriptions. Our 30 day money back guarantee is as described below.

Our team goes above and beyond to ensure that all of our customers have a great experience and are satisfied with their purchases.

You can contact us at any time by telephone at 450-348-6060 from 10 a.m. to 3 p.m. Monday to Thursday (excluding public holidays), and by e-mail at info@sublimecomplex.ca for any questions or explanations regarding our policy 30-day return guarantee.

We also offer chat on our website and aim to respond to any inquiries as quickly as possible.

Returns for orders.

Our policy lasts 30 days. This means that if 30 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.

30-day money back guarantee covers 1 item per customer. If you order more than one item, the 30-day money back guarantee will apply to only one item in your order.

The 30-day money-back guarantee is offered so you can try a product, see if it suits you, and, if it doesn't suit you, get your money back within 30 days. If you order multiple products, only one can be refunded on that order (you can select which product in your order can be refunded). If you are a new customer, we strongly recommend ordering 1 item and trying it. If you like it, you can come back in the future to order more, ensuring that the 30-day money-back guarantee covers your purchase. Most of our products offer at least 1 month's worth of servings, giving you plenty of time to try them before coming back for more.

The refund policy and money-back guarantee also apply to one order per household (different people residing in the same household cannot request multiple refunds; only the first order for 1 item will be refunded per household). This is put in place to prevent multiple individuals ordering different products from the same address and requesting a partial or full refund in one go. Once again, the number of servings per product is sufficient to allow two or more people to try a product simultaneously.

The 30-day money-back guarantee only covers one refund per customer. If you have already requested a refund for a previous order, you will not be eligible for additional refunds for any subsequent orders. Again, we recommend that you initially order only 1 unit of a product to see if it is right for you before placing another order, to avoid having your refund request refused.

It is important to note that products on sale, on promotion and/or gift cards are not covered by our 30-day money-back guarantee:

- Only items at regular price can be refunded. Unfortunately, sale items cannot be refunded. We will not accept returns on products that are free or part of a promotion or special offer (for example, if you use a "Buy 2, Get 1 Free" or "Buy 1 Free" promotion). , get another product at 50% off", you cannot request a refund for these items individually).

Visit our Terms of Service for more information on order savings.

Returns for single or batch orders.

We also offer bundle options on some of our products. A lot can contain 2, 3 or more times the same product and is often offered at a reduced price. If you purchase a batch of products and then decide to return it, we will accept this return provided that no individual bottles and/or items have been opened within 30 days of the purchase date. If 30 days have passed since your purchase of a lot, we will unfortunately not be able to offer you a refund or exchange.

If you have opened one or more bottles and/or items from the set and wish to return the remaining unopened bottles and/or items, we will refund you, within 30 days only, the difference between what you paid and what you received. you would have spent to purchase this single item or multiple items in a single purchase. For example, if the price of a product is $50 and a 2-pack of the same product is sold for $75, and you purchase the 2-pack of products for $75 but decide to return the second bottle no opened, we will refund you $25. This is the difference between the cost of purchasing a single bottle ($50 in this example) and the $75 you paid. This mechanism ensures that customers do not purchase a bundle only to return one or more bottles and/or items and request that the price of the individual item be based on a split of the bundle price. It is not possible.

Another example would be if the price of an individual product is $50, a 2-pack of the same product is $75 and a 3-pack of the same product is $90. If you purchase a 3-pack for $90, but wish to return an unopened bottle and/or item, we will refund you, within just 30 days, a total of $15. This is the difference between what you paid initially ($90) and the purchase price of a 2-pack ($75). Likewise, if you were to return 2 unopened bottles and/or items when purchasing a pack of 3 identical products ($90), we will refund you $40, the difference between what you initially paid ( $90) and the price of a single bottle and/or item purchase ($50).

We do not provide shipping labels for returns or refunds.

How to return an order?

To finalize your return, you will need to follow the following steps in order:

1. Please contact us by email at info@sublimecomplex.ca or by telephone at 450-348-6060. Our team is available from 10 a.m. to 3 p.m. Monday to Thursday, excluding public holidays, and let us know if you intend to make a return. This will help our team prepare the necessary activities to process your refund.
2. Print a receipt or proof of purchase with your name and order number.
3. Add this receipt or proof of purchase to your return package, including of course the product you wish to return.
4. We make every effort to process all returns within 7 business days or less of receiving your return package.

There are other situations where refunds are not granted, or where the 30-day money-back guarantee does not apply to single orders and promotions:

A full refund will not be issued if the address entered during checkout is incorrect or incomplete. In some situations, we will then refund the product price less shipping costs if those goods have not arrived at their destination due to this incorrect information.

Inspection of refunds.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if your refund is approved or rejected.

If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 7 business days. The time it takes for the refund to appear on your original payment method depends on the payment method you chose. However, it usually takes between 5 and 14 business days from the day the refund was issued to your payment method.

Late or missing refunds.

If you have not yet received your refund, please first check your credit card statement or the payment platform you used. It may take up to 14 business days for the refund to appear on your statement. There is often some processing time before a refund is posted. If you have completed these checks and have still not received your refund, please contact us at info@sublimecomplex.ca or by phone at 450-348-6060. Our team is available from 10 a.m. to 3 p.m. Monday to Thursday, excluding public holidays.

Trades.

We only replace items if they are defective or damaged. If you need to exchange an item for the same one, send us an email at info@sublimecomplex.ca or contact us by phone at 450-348-6060.

Return shipping costs.

You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you are granted a refund, return shipping costs will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of your returned item.

Free delivery.

- Free shipping within Canada on regular and one-time orders over $100 after applying credits, coupons and promotions only.

Discount codes.

- Promo codes have no monetary value and cannot be exchanged for cash or combined with promotions. They cannot be accumulated on special sales and promotional events.

- Limit of one promo code per order and per account. Promo codes generally expire and coupons or discount codes that are not applied at the time of order cannot be used retroactively. Additionally, an expired coupon or discount code cannot be used after its expiration date.

- Unauthorized reproduction, resale, modification or exchange of promo codes is prohibited. Promo codes are void where prohibited, taxed or restricted by law. Sublime Complex reserves the right to modify or limit promo codes at its sole discretion.