Return/Exchange Policy

Due to the nature of the products we sell, we do not accept returns or exchanges on products that have been opened and/or used. Sealed, unopened, unused products in the original condition and packaging may be returned for house credit within 14 days of the date you received your shipping/tracking details.

All return requests should be brought to our attention via email prior to returning the items to avoid refusal of acceptance. Items should be packed carefully and returned to our Head Office.  For your protection we recommend that you use a delivery service with a tracking number as we will not be responsible for lost returns.  Any product authorized for return but received at Head Office in damaged condition, will not receive credit. Credit will be issued only after the returned product is received and inspected by Head Office.  Please note that return shipping costs are non-refundable.

If the shipping fee was waived on the original purchase the total purchase price will be re-calculated. If the total re-calculated purchase price is less than $100 CDN or less than $200 US (prior to taxes) the purchaser will be charged the original shipping fee.  If the total re-calculated purchase price is greater than $100 CDN or $200 US (prior to taxes) the purchaser will only be responsible for the return way shipping fee. Shipping charges will be deducted from the returned product refund.

*Any complaint regarding your order such as damage or incorrect product, etc. must be made via email within 24 hours of receiving your parcel. Please do not return product until return instructions are provided via e-mail or return shipping costs will be incurred by the purchaser and the returned merchandise will be denied.

SENSITIVITY ISSUES: Our natural and organic products are free of the most common allergens; however sometimes even natural substances are capable of triggering sensitivities. You can find a complete ingredient list next to the products we stock based on information provided from the individual product manufacturer.  If you know you are sensitive to certain ingredients please check whether or not they are in the product prior to purchase.

**If you experience an allergic reaction to any product this must be reported to one of our technicians within 48 hours.  We will provide a house credit or product exchange if an allergic reaction has been confirmed. *A doctor's note and/or photos may be required.

We thank you for your understanding. Should you have any questions or concerns, please feel free to call us at 905-951-8659 or e-mail us at escape@jadeholisticspa.com