Refund and Returns Policy

MILLIKARE RETURN, REFUND AND CANCELLATION POLICY

MilliKare is a multi-seller marketplace. Products are sold by independent Sellers. By completing any purchase, you agree to this Policy.

1. Scope and Application

This Policy applies to:

• All Buyers who purchase products through the MilliKare platform;
• All Sellers who list and sell products through the MilliKare platform;
• All product categories available on MilliKare, including Natural Health Products (NHPs), personal care products, baby products, and organic wellness products.

This Policy does not apply to disputes arising from product safety or regulatory compliance issues, which are governed separately by MilliKare’s Seller Agreement and applicable Health Canada regulations.

2. Return 

2.1. Return Eligibility

A product may be eligible for return only where one or more of the following conditions are satisfied:

• The product is defective, materially damaged in transit, or materially different from the listing description or images at the time of purchase;
• The product is unused, unopened, and in its original sealed packaging with all original labels, seals, and documentation intact;
• The return request is submitted within 7 days of delivery.

2.2. Non-Returnable Products

The following categories are NON-RETURNABLE once opened, for health, safety, and regulatory reasons. No exceptions apply unless the product is confirmed defective or materially misrepresented

• Opened, partially used, or resealed supplements, vitamins, or Natural Health Products;
• Opened personal care products including skincare, haircare, and hygiene items;
• Opened baby food, infant formula, or baby care consumables – Health Canada regulations prohibit resale of opened baby food products;
• Products explicitly listed as “Final Sale” or “Non-Returnable” in the product listing at the time of purchase;
• Products that have been tampered with, damaged by the Buyer, or returned without original packaging and seals;
• Products for which a return request is submitted outside the applicable timeframe.

2. How to Request a Return

1. Submit a request through the MilliKare platform within 7 days of delivery. Include your order number, reason, and photos or video if applicable.
2. Wait for Seller instructions – the Seller will respond within 1–2 business days with a return address and instructions.
3. Ship the product back using a trackable method within 7 business days. Keep your proof of postage.
4. Refund issued within 10 business days of the Seller confirming receipt.

Return requests made by email, phone, or social media are not valid. All requests must go through the MilliKare platform.

Return shipping is the Buyer’s responsibility unless the return is due to a defect, damage, or misrepresented listing, in which case the Seller covers the cost.

3. Refunds

3.1  Refund Method and Timing

• Refunds will be issued to the original payment method used at the time of purchase.
• Refunds will be processed within 10 business days of the Seller confirming receipt and eligibility of the returned product.
• Refunds for cancelled orders will be processed within 10 business days of cancellation confirmation.
• MilliKare does not issue refunds in cash, by cheque, or to an alternative payment method unless the original payment method is no longer valid, in which case MilliKare may issue store credit at its discretion.
• MilliKare does not issue cash or cheque refunds

3.2  Refund Scope

• Refunds will cover the following amounts depending on the circumstance:
• Full product purchase price: where the product is defective, materially misrepresented, or unsaleable;
• Product purchase price excluding original shipping: where the product is returned in unopened condition for change of mind (where permitted by the Seller);
• Full order value including shipping: where the return arises from Seller error, non-delivery, or a recalled or non-compliant product.

3.3  Partial Refunds

• MilliKare or the Seller may issue a partial refund where:
• The returned product shows evidence of use, damage caused by the Buyer, or missing components;
• Only part of a multi-item order is returned;
• A restocking fee applies as disclosed in the Seller’s listing at the time of purchase.

Processing times depend on the Buyer’s financial institution or payment provider. MilliKare’s obligation is fulfilled upon initiating the refund. MilliKare is not responsible for delays imposed by third-party payment processors or card networks

4. Order Cancellations

By Buyers

• A Buyer may cancel an order at any time before the Seller has confirmed dispatch of the product.
• A buyer may cancel before the Seller has dispatched your order
• Once dispatched, cancellation is not possible, however the return process applies
• Refunds for valid pre-dispatch cancellations will be processed within 10 business days

By Sellers

• Sellers must respond to cancellation requests within 24 hours
• Sellers may only cancel for valid reasons: out of stock, compliance issue, or force majeure. All other cancellations by Sellers require MilliKare’s prior approval.
• Sellers may not cancel to relist at a higher price, doing so may result in account suspension
• If a Seller cancels without valid reason, the Buyer receives a full refund including shipping

By MilliKare

MilliKare reserves the right to cancel any order at any time where:

• A compliance investigation reveals the product does not hold a valid Health Canada licence;
• The Seller’s account has been suspended or terminated;
• Fraudulent activity is suspected;
• A product recall or Health Canada advisory has been issued for the product.
• In such cases, the Buyer will receive a full refund including shipping charges. MilliKare’s liability to the Buyer is limited to the value of the cancelled order.

5. Key Timelines 

All timelines are calculated from confirmed delivery as recorded by the carrier’s tracking system, or from the date of the triggering event as applicable. “Business days” excludes weekends and Canadian federal public holidays.

6. Disputes

MilliKare acts as a marketplace intermediary and is not a party to transactions between Buyers and Sellers. However, MilliKare will intervene in disputes under the following circumstances:

• A Seller has not responded to a valid return request within 5 business days;
• A Seller has refused a valid return or refund request without reasonable justification;
• A Buyer and Seller have reached an irreconcilable dispute regarding return eligibility;
• A product safety or compliance concern has been identified.

MilliKare’s determination in a dispute is final and binding on both parties. Where MilliKare finds in favour of the Buyer, MilliKare may issue the refund directly and recover the amount from the Seller’s proceeds. MilliKare’s intervention does not constitute an acceptance of liability for the underlying transaction.

To raise a dispute: support@millikare.com – please include your order number, the nature of your dispute, and all relevant evidence

7. Chargebacks

Buyers who initiate a chargeback or payment dispute with their financial institution or card issuer without first following the return and dispute process set out in this Policy:

• May have their MilliKare account suspended pending investigation;
• Forfeit eligibility for any pending refunds or store credits;
• May be held liable for any chargeback fees incurred by MilliKare as a result of a fraudulent or unjustified chargeback.

MilliKare cooperates fully with financial institution investigations and reserves the right to provide transaction records, communications, and policy documentation in response to any chargeback dispute.

8. Health Canada Recalls

Given the regulated nature of products sold on MilliKare, the following additional provisions apply:

• Any product subject to a Health Canada recall, advisory, or stop-sale order is immediately eligible for a full refund regardless of return window, opened status, or final sale designation;
• Sellers must notify MilliKare immediately upon becoming aware of any recall, licence suspension, or adverse health event associated with a listed product;
• MilliKare may initiate proactive refunds to affected Buyers in the event of a recall without waiting for Buyer return requests;
• Returned NHPs and baby food products must be disposed of by Sellers in compliance with Health Canada’s requirements, resale of returned health products is strictly prohibited.

If you experience an adverse reaction, seek medical attention immediately and report to Health Canada’s Canada Vigilance Program: 1-866-234-2345 or canada.ca/medeffect.

9. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE CANADIAN LAW:

MilliKare’s maximum liability to any Buyer in connection with a return, refund, or cancellation shall not exceed the total purchase price of the specific product(s) at issue in the relevant order;

MilliKare is not liable for indirect, consequential, or incidental losses arising from a Seller’s failure to process a return or refund;

MilliKare is not responsible for products lost, damaged, or delayed during return transit where the Buyer arranged and controlled the return shipment;

MilliKare is not liable for delays in refund processing caused by third-party payment processors, card networks, or financial institutions;

All product liability claims arising from defective, unsafe, or non-compliant products are the sole responsibility of the applicable Seller.

10. Governing Law & Amendments

This Policy is governed by the laws of Ontario and applicable federal Canadian law, including the Consumer Protection Act 2002, Canada Consumer Product Safety Act, Food and Drugs Act, and Natural Health Products Regulations.

MilliKare may update this Policy at any time. Material changes will be communicated with at least 14 days’ notice. Continued use of the platform constitutes acceptance

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Acknowledgment:

By purchasing on Millikare, buyers acknowledge that they have read, understood, and agreed to the Buyer Rights in this policy. Sellers acknowledge they must comply with all Seller Obligations herein.