Refund Policy
At VanCity Labs, your satisfaction is our priority. We stand behind the quality of every product we ship and are committed to making things right if something goes wrong with your order.
Last updated: March 27, 2026
30-Day Return Window
You have 30 days from the date of delivery to request a refund or exchange on eligible items. To initiate a return, please contact our support team with your order number and a description of the issue.
Damaged or Incorrect Items
If your order arrives damaged, defective, or contains incorrect items, we will replace the affected products at no additional cost. You must contact us within 48 hours of delivery to report the issue. Please include photos of the damaged or incorrect items along with your order number.
- Contact us within 48 hours of delivery
- Provide your order number and photos of the issue
- Replacement shipped at no charge via Canada Post Xpresspost
Non-Refundable Items
Due to the nature of our products and health regulations, we cannot accept returns or issue refunds on items that have been opened, used, or consumed. This policy exists to ensure the safety and integrity of all products for every customer.
- Opened or consumed products
- Products with broken seals or removed packaging
- Items where more than 30 days have passed since delivery
Quality Issues & Store Credit
If you experience a quality concern with a product that does not meet your expectations, please reach out to us. While opened products are not eligible for a cash refund, we may issue store credit on a case-by-case basis for legitimate quality issues. Store credits are applied to your account and never expire.
Refund Process
Once your return request is approved, refunds are processed within 5-7 business days. Refunds are issued to the original payment method. If you paid via Interac e-transfer, the refund will be sent to the email address on file.
- Approval confirmation sent via email
- Refund processed within 5-7 business days
- Shipping costs are non-refundable unless the error was on our end
Exchanges
We offer exchanges on unopened, sealed products within the 30-day return window. If you received the wrong item or variant, we will ship the correct product as soon as the issue is verified. For exchanges due to preference, the original item must be returned in its sealed, original packaging before the replacement is shipped.
Lab Points & Refunds
If you earned Lab Points on a refunded order, the corresponding points will be deducted from your account balance when the refund is processed. If points from the order have already been redeemed, the redeemed value may be deducted from the refund total.
Contact Us
To request a refund, exchange, or report an issue with your order, please contact our support team at [email protected] or visit our Contact page. Include your order number and a description of the issue for fastest resolution.