Returns & Refund Policy
We want you to buy with confidence. This page explains when a return is possible, how refunds are issued, and what to do if something arrives damaged or incorrect. It is operated by Nova Club Distribution Inc. and forms part of our Terms of Service.
14-day window on sealed boxes
Unopened, undamaged boxes in their original sealed packaging may be returned within 14 days of delivery for a refund of the product price.
Damaged or wrong item? We fix it
If your order arrives damaged, defective, or is not what you ordered, we will send a free replacement or a full refund, including any shipping you paid.
Eligibility for a return
- The box is unopened, with all factory seals and shrink-wrap intact.
- The request is made within 14 days of the delivery date.
- You can provide your order number and the email used to place the order.
- The product has been stored as directed and is not expired or heat-damaged.
Items we cannot accept back
For health and safety reasons we cannot accept the return of any box that has been opened, has broken seals, or has individual sachets missing. Consumable supplements that have left our control and been opened cannot be resold. This does not affect your rights where a product is defective or was described incorrectly.
How to start a return
- Email info@royal-honey.ca with your order number and the reason for the return. For damaged or incorrect items, please attach a photo.
- We reply within one business day with a return confirmation and the return address. Do not ship anything back before you receive this, as unannounced returns cannot be tracked to your order.
- Send the item back using a tracked service. For eligible change-of-mind returns the return shipping is the customer's responsibility; for damaged, defective or incorrect items we cover it.
Refunds
Once we receive and inspect the returned item, we issue your refund by Interac e-Transfer to the email address on the order, normally within 3 business days. You will get an email confirmation when the transfer is sent. Original shipping charges are non-refundable on change-of-mind returns but are fully refunded when the return is our error.
Order cancellations
If your payment has not yet been sent, you can cancel any time by emailing us, and there is nothing to refund. If you have paid but the order has not shipped, contact us immediately and we will cancel it and refund you in full. Once an order has shipped it is handled under the return policy above.
Lost or non-delivered parcels
If tracking shows your parcel as delivered but you do not have it, or tracking has not updated for more than 7 business days, contact us. We will open a carrier investigation and, once confirmed lost, send a replacement or refund. See our Order Tracking page for what to check first.
Need to return or cancel something?
Send us your order number and we will take care of it. Every message is answered by a real person on our Canadian support team.
Contact Support