Return Policy
We want you to feel safe and supported throughout your menopause journey. This Refund Policy forms part of Hormonra's Terms and Conditions and applies to all purchases made through our website.
By placing an order, you confirm that you have read and accepted this policy in its entirety.
1. Overview
Hormonra sells dietary supplements. Due to health, hygiene, and safety regulations, refunds and returns are subject to strict conditions. We comply with applicable Canadian consumer protection laws.
Refunds are not automatic and are granted at Hormonra's discretion, except where required by applicable law.
2. Statutory Right of Cancellation – 14 Days
As a consumer, you may have the right to cancel your purchase within 14 days of receiving your order, where required by applicable law.
To exercise your cancellation right, send a clear written notice to info@hormonrahealth.com including:
- Order number
- Statement that you wish to cancel your order
- Name and address
You must return the product within 14 days of submitting your cancellation request. Return shipping costs are the responsibility of the customer unless otherwise agreed.
2.1 Important Exception – Opened Products
For health, hygiene, and safety reasons, cancellation and return rights do not apply to products where the seal has been broken or the product has been opened or used. This includes:
- Products with broken safety seals
- Opened bottles
- Products from which capsules have been removed
- Partially or fully consumed products
As we cannot verify whether opened products have been used or tampered with, we cannot accept returns of such products, except in cases involving defective products.
3. Extended Return Period – 30 Days (Unopened Products)
Hormonra voluntarily extends the return period to 30 days for unopened products with an intact seal.
To qualify for an extended return:
- Request must be submitted within 30 days of delivery
- Product must be unopened and sealed
- Original packaging must be intact
- Proof of purchase (order number) must be provided
Shipping costs are non-refundable.
4. 90-Day Satisfaction Guarantee (First-Time Customers)
For first-time customers, we offer a 90-day satisfaction guarantee. To allow sufficient time to experience the product, we recommend using it continuously for at least 90 days according to the instructions provided on the label.
Conditions of the satisfaction guarantee:
- Request must be made within 90 days of the first delivery
- Must be your first purchase from Hormonra
- You must have followed the recommended daily usage for at least 90 consecutive days
- Refunds are limited to a maximum of two (2) bottles
- Only the product price is refundable; shipping costs are not refundable
Unless instructed otherwise by our customer service team, you do not need to return the bottles to receive a refund under this guarantee.
5. How to Request a Refund
To request a refund, contact us at:
Please include:
- Order number
- Reason for the request
- Type of refund request (14-day cancellation / 30-day extended return / 90-day satisfaction guarantee)
- Any additional information requested by our team
We aim to respond within 48 business hours. Submission of a request does not guarantee approval.
6. Product Defects and Complaints
If your product is defective or damaged, please contact us immediately and provide:
- Order number
- Photos of the defect
- Description of the issue
Claims relating to defective products must be submitted within a reasonable period after the issue is discovered.
7. Refund Processing
Once a refund has been approved:
- Refunds will be issued to the original payment method
- Processing times depend on the payment provider (typically 5–10 business days)
- You will receive an email confirmation once the refund has been processed
- Original shipping and handling charges are non-refundable
8. Refund Exclusions
Refunds will not be granted for:
- Requests submitted outside the applicable return period
- Opened or used products (except defective product claims)
- Products damaged due to misuse, improper storage, or failure to follow usage instructions
- Orders returned without prior written authorization
- Free gifts, promotional items, or bonus products
- Shipping, handling, customs, duties, or import fees
- Satisfaction guarantee requests where the minimum 90-day usage period has not been completed
9. Chargebacks and Payment Disputes
Customers agree to contact Hormonra before initiating a chargeback or payment dispute with their credit card issuer, bank, payment processor, or any other payment provider.
Refund requests may be denied if a chargeback is initiated without prior contact. We reserve the right to dispute chargebacks and provide the following documentation to payment providers:
- This Refund Policy
- Order confirmation
- Delivery confirmation and tracking information
- Customer communication history
- IP address and device information associated with the order
9.1 "Item Not Received" Disputes
Delivery to the shipping carrier and the provision of tracking information constitute evidence of fulfillment. Shipping delays or failed delivery attempts do not automatically qualify for a refund.
9.2 "Not As Described" Disputes
Dietary supplements may affect individuals differently. Subjective dissatisfaction or perceived lack of results does not constitute misrepresentation where product information, usage instructions, and disclaimers were clearly presented at the time of purchase.
10. Abuse, Fraud, and Policy Violations
We reserve the right to deny refunds where we detect:
- Repeated or excessive refund requests
- False or misleading claims
- Abuse of the satisfaction guarantee
- Attempts to circumvent product usage or return restrictions
- Use of multiple accounts or false identities
- Patterns of chargeback abuse
Such activity may result in account restrictions, permanent purchasing bans, or legal action.
11. Dispute Resolution
If you are dissatisfied with our handling of your request, you may contact the relevant consumer protection authority in your province or territory.
You may also pursue any dispute resolution options available under applicable Canadian consumer protection laws.
12. Changes to This Policy
This Refund Policy may be updated at any time. The version in effect at the time of purchase will apply unless otherwise required by law.
Our Commitment to You
Your menopause journey is personal, and so is our commitment to supporting you. If Hormonra does not meet your expectations, our team will work with you to reach a fair and respectful resolution.
13. Company Information
Company Name: Hormonrahealth - Ecom TTM FZCO
Organisation Number: 29699
Email: info@hormonrahealth.com