After-Sales Service, Refunds & Disclaimer
Terms & Conditions, Return & Refund Policy
Last Updated: November 25, 2025
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Important Notice Before Placing an Order
All Canada Best products are shipped directly from Canada to Hong Kong. Given that health supplements are personal hygiene consumable goods, to ensure the safety of all customers, returns or exchanges for reasons other than quality issues will not be accepted. Please ensure to confirm your order details before making payment.
1
Return & Refund Policy
1.1 Scope and Time Limit
- Applicable situations (Eligible for return/exchange): Only applicable to "serious product quality issues" (e.g., broken bottles, leakage), "incorrect product sent," or "non-human damage."
- Inapplicable situations (Not eligible for return/exchange): Personal reasons of the customer (e.g., incorrect model purchased, duplicate order, dissatisfaction with taste, change of mind, failure to read product description carefully).
- Application time limit: Customers must submit an application in writing (Email/WhatsApp) within 7 days of signing for the package. The application must include "outer box photos" and "close-up photos of product damage"; applications submitted after this period will not be accepted.
1.2 Order Cancellation and Fees
- Order Cancellation: Once an order payment is confirmed, the system automatically sends it to the Canadian warehouse for procurement scheduling. If the cancellation and refund request is due to personal reasons of the customer, and not due to our company's out-of-stock situation or incorrect delivery, a 20% administrative fee (to cover international transaction fees and warehouse labor costs) will be deducted.
- Refund Processing Time: Approved refunds will be returned to your payment account (credit card/Alipay/PayMe) within 14 business days via the original payment method.
1.3 Shipping Costs Responsibility
- Company's Responsibility: Return or reshipment shipping costs due to product quality issues (e.g., damage, expiration) or incorrect items sent by us.
- Customer's Responsibility: Round-trip international shipping costs and related redelivery fees incurred due to the customer's personal reasons (e.g., incorrect address provided leading to return, package unclaimed and returned after exceeding collection period).
2
Inspection Standards and Specific Product Information
2.1 Health Supplements and Fragile Items
- Disclaimer for Minor Cosmetic Imperfections: Products undergo long-haul air transport (Canada ✈️ Hong Kong), so cardboard packaging may have slight indentations, abrasions, or skewed labels. As long as the internal seal and product quality are not affected, these are not considered defects and will not be compensated. Perfectionists, please consider carefully before purchasing.
- Temperature Sensitivity Notice (Important): Gummies or softgels may soften or stick together slightly due to high temperatures during Hong Kong summers or transit. This is a physical phenomenon and does not affect the efficacy of ingredients or food safety; thus, returns or exchanges will not be accepted. It is recommended to refrigerate immediately upon receipt.
- Disposal of Expired Food: If food orders are not collected by the customer after reaching the self-pickup point within the collection period, leading to expiration, our company reserves the right to dispose of them without refunding any payment.
2.2 Electronic Product Warranty
- Non-Electronic Products: Unless otherwise specified, general household items do not come with warranty service. Please inspect them upon self-pickup; returns or exchanges will not be accepted after leaving the premises.
- Electronic Products: Generally come with a 7-day exchange period for defects (starting from the date of receipt, excluding human-induced damage). If you discover quality issues such as inability to power on, please retain the complete packaging and email order@Canada Best.com.hk for inquiries.
3
Force Majeure and Disclaimer
In the event that our company's service is delayed or cannot be performed due to the following circumstances, we shall be exempt from liability for breach of contract:
3.1 External Uncontrollable Factors
- Force Majeure: Natural disasters (typhoons, earthquakes), war, riots, strikes, epidemics, flight cancellations due to weather.
- Customs and Shipping: Customs returns, detentions, inspection delays (which may lead to extended delivery times); negligence by shipping companies or airports.
3.2 Customer Responsibility
- Incorrect Information: Delivery failure or loss due to the customer providing incorrect shipping address, phone number, or recipient name.
- Unclaimed Goods: If goods remain unclaimed for more than 30 days after arrival, our company reserves the right to dispose of them without compensation.
3.3 Product Attribute Disclaimer
- Natural Wear and Tear: Natural wear and tear caused by changes in temperature and humidity during transportation (e.g., melted chocolate).
- Color Difference Issues: Website images may have color differences from the actual product due to monitor settings; the actual product shall prevail.
- Packaging Changes: The original Canadian manufacturer may change packaging designs from time to time; new and old packaging will be shipped randomly.
4. Governing Law and Dispute Resolution
These terms and all disputes related to the services shall be governed by the laws of the Hong Kong Special Administrative Region, and the Hong Kong courts shall have exclusive jurisdiction as the court of first instance.
* Canada Best reserves the right to amend these terms at any time. Any amendments will be announced on the website without individual notice.
