Online Return Policy
We want to ensure our customers are satisfied with their purchase from us. If for any reason at all you are not satisfied with your purchase, we can arrange a return within 14 days from the arrival date of your order.
In order to get a full refund on your payment method, the product(s) must be unopened. If the product(s) are open, they will only qualify for online store credit. This online store credit is only applicable on the website, and cannot be used in our store locations.
Please contact us by phone (1-888-974-4722) or by email (support@healthyplanetcanada.com) to initiate the return process. We need to be contacted to approve the return before the products are sent back to us by mail or brought to a physical store location.
We will require the following information: the order number, the reason for the return, the state of the product (damaged, open or sealed) and the product to be returned to us once we have spoken to you and approved the return.
If the product was received damaged or defective, it can be returned to Healthy Planet within 30 days from the arrival date of the order. We may require the product back, depending on the situation and the manufacturer. Damaged or defective products will qualify for a full refund, store credit, or replacement unit(s) at the discretion of the customer, once the return is approved.
There are exceptions to the above rules and they apply to the following products. These products are considered ‘final sale’ and there is no refund or exchange on the following:
- Cosmetic Items
- Beauty and ‘Personal Care’ Items (Hair Color, Shampoo, Conditioner, Moisturizers, Lotions, Soaps, etc.)
- Essential Oils
- Juicers
- Grocery and Food Items
- Protein and Snack Bars
- ‘Professional’ Brand Lines (Metagenics, Genestra, Thorne, Douglas Labs, NFH, Biotics Research, Pure Encapsulations, UNDA, Dr. Reckeweg)
- Clearance Items (or any items marked as ‘final sale’ on the product page)
These products can only be returned for online store credit or a replacement unit if they are received defective, damaged, or there is a manufacturer issue within 30 days of the arrival date of the order.
Returns with a value of more than $200 are subject to a 15% restocking fee. This amount is subtracted from the refund total.
Please note, all U.S. and International orders are considered FINAL SALE.
Return Options
We offer our customers the ability to go in-store to return products, or they can be mailed back to us via return label.
Return to Store Option
You will always have the option to return the product(s) to a store location provided it is within the return policy. However, the refund, replacement, or online store credit will be processed by our Online Customer Service team. We must be notified prior to approve the return before you can go to the store location with the product(s).
To start the return process, please contact us by phone or email and provide the location of the store you wish to go to, the order number, the reason for the return, and the status of the product(s) (damaged, opened or sealed).
Our Online Customer Service team will then notify the store, so they have all the appropriate information on their end and can accept the product(s) back on our behalf.
When you arrive at the store with the product(s), all you will need to provide to the staff is the order number (or a paper copy of your invoice you received with your order) and inform them you have spoken with us for an online purchase you wish to return.
Once the store confirms receipt of your product(s), we will process the refund, replacement, or online store credit and send confirmation to you via email. Please allow 3-5 business days for the refund to be processed back onto the method of payment.
Return by Mail
For residents outside of Ontario but living within Canada, or those that are unable to travel to a store location to process a return, we offer the ability to send their product(s) back to us by mail via a return label.
We provide this Canada Post Return Label via email once the return is approved and we have spoken to you regarding the return. This can then be printed and attached to any box or parcel containing the product(s) and dropped off at a Canada Post postal office location (such as a Shoppers Drug Mart) and mailed back to us charge-free.
If you are unable to leave the house or travel to a post office with this parcel, please notify us and we can arrange a Canada Post contactless pick-up directly to your address.
The same rules outlined in the Return Policy apply with returns done via mail.
Please note, any product(s) mailed back to us without our notice will not be processed or approved.
In-Store Return Policy
Healthy Planet will continue to provide you with the level of customer service that Canadians have experienced for many years. As such, we have updated our customer return policy to be more transparent and clear.
We are here to serve our customers and provide great experiences. If you would like to return an item, we are happy to return or exchange it for you provided it falls within the guidelines below.
GENERAL
- Refunds or exchanges require a valid receipt
- Please provide us with the date and purchase amount if you do not have a receipt and we will do our best to find it for you. If the purchase is made through a card transaction then your bank will have that information easily available to you.
- Refunds or exchanges must be made within 30 days
- Non-refundable or exchangeable items include Perishable Items, Beauty, Personal Hygiene & Practitioner Brands
- Reduced priced, clearance or final sale items are non-refundable or exchangeable
GROCERY
- Refunds or exchanges must be made within 30 days
- Refunds or exchanges require a valid receipt
- Store credit will issued on opened items within 30 days of purchase with a valid receipt
PERISHABLE ITEMS – Including but not limited to dairy, refrigerated dairy alternatives, frozen foods, meat, produce, kombucha, probiotics, any other items that must be kept refrigerated
- Perishable items are non-refundable or exchangeable
PERSONAL HYGIENE AND BEAUTY PRODUCTS – Including but not limited to toothpaste, toothbrushes, deodorant, mouthwash, cotton swabs and cotton pads, products, razors, bug spray, nail clippers, brushes (hair and body), sponges, sunscreen, makeup, nail polish, hair dye, perfumes, essential oils, facial cleansers and face, hand & body creams, etc.
- Personal hygiene and beauty products are non-refundable or exchangeable
- Exceptions: Any items that have an intact original seal accompanied with a valid receipt will be deemed acceptable for return or exchange
VITAMINS/SUPPLEMENTS (not including Practitioner Brands)
- Refunds or exchanges must be made within 30 days
- Refunds or exchanges require a valid receipt
- Opened items will be given a store credit within 30 days of purchase when accompanied with a valid receipt
PRACTITIONER BRANDS
Practitioner brand items are non-refundable or exchangeable. This list includes but is not limited to the following brands:
- Biotics Research
- Cyto Matrix
- Douglas Labs
- Dr. Reckeweg
- Genestra
- Metagenics
- NFH
- Pascoe
- Pure Encapsulations
- Restorative Formulations
- Thorne
- Unda