Returns and Refund Policy

Returns not associated to a complaint:

Refund policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Gift cards are non-returnable items.


To complete your return, please email us at contact@frutose.ca with your order number. Please do not send your purchase back without contacting us first.

There are certain situations where only partial refunds are granted (if applicable): 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 
- Any item that is returned more than 30 days after delivery. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@frutose.ca.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We do not offer exchanges for returns not associated to a complaint. If you returned an item not associated to a complaint, if approved you'll receive a refund and we encourage you to place a new order to receive any other product alternatively to proceeding with an exchange. 

Shipping
To return your product, you should mail your product to: Frutose Cosmetics Inc, 1217 St. Clair Ave. West, Suite 111ALL , Toronto ON M6E 1B5, Canada

You will be responsible for paying the shipping costs when returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Complaints / Returns associated to a complaint:

Refund policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

Please email us at contact@frutose.ca with your order number and describe the reasons for the return. To be eligible for a return, your item doesn't need to be unused, but It must be in the original packaging. Our team may contact you to obtain further information and fill out our complaint form. Photos may be required in order to approve the return.

Please do not send your purchase back without contacting us first. 

There are certain situations where only partial refunds are granted (if applicable): 
- Any item damaged or missing parts for reasons not due to our error. 
- Any item that is returned more than 30 days after delivery. 

Refunds and exchanges (if applicable)
Once your return case is evaluated, we will send you an email with further info.

We will notify you of the approval or rejection of your return. We may not require the product to be shipped back to us. 
If approved, we will offer you the chance to decide if you would like a refund or exchange. If you opt to receive a refund then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

If you opt for an exchange, your replacement order will be processed and we will ship the order within a certain amount of days using the same shipping service you selected when the original order was placed.

We just offer an option to exchange once, if a new complain is received related the replacement package, we will evaluate again and if approved, we will offer a refund directly (exchange option not available any longer).


Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@frutose.ca. 

Late or missing exchanges (if applicable) 
If you haven’t received your replacement package yet, you are welcome to email us at contact@frutose.ca and we will investigate, but if delays are due to the selected shipping service, we will advice you to wait for the given timeframe from the courier.

Shipping 
If return is approved, we may not require the product to be shipped back to us, but if we do, we will be responsible for the shipping costs, so please make sure to save the receipt for the shipping.

To return your product, you should mail your product to: Frutose Cosmetics Inc, 1217 St. Clair Ave. West, Suite 111ALL , Toronto ON M6E 1B5, Canada.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Late or missing packages

If you haven't received your package, please contact us at contact@frutose.ca with your order number. We'll open an investigation with the shipping courier and if applicable we'll ship a replacement package free of charge within a certain amount of days using the same shipping service you selected when the original order was placed. We only attempt to resend the package once, if after shipping the replacement package it doesn't reach the destination for the second time, we will not attempt a third shipment and we will offer you an option to receive the refund for the order alternatively.

We encourage our customers to select shipping options that supply tracking number when placing orders to avoid any issues in regards missing packages.

Missing items

If your package was successfully received, but there were missing items, please send us an email at contact@frutose.ca with your order number and we will be happy to evaluate the case.

Once your case is evaluated, we will send you an email with further info.
If approved, we will offer you the chance to decide if you would like to receive a refund or the missing item. If you opt to receive a refund then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

If you opt to receive the missing item, your replacement order will be processed free of charge and we will ship the order within a certain amount of days using the same shipping service you selected when the original order was placed.

We just offer an option to reship once, if a new complain is received related the replacement package, we will evaluate again and if approved, we'll offer an option to receive a refund directly (reshipment option not available any longer).

We encourage our customers to select shipping options that supply tracking number when placing orders for faster resolutions in cases of returns/exchanges.