We have a 100% Customer Satisfaction Policy. Any item can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), if returned intact and unopened. Similarly, all returns must be received by us within 15 business days to qualify for a refund. Please note that items that are indicated as samples, for final sale or liquidation cannot be returned, refunded, or exchanged.
Please note that the following products are non-returnable, non-exchangeable, and non-refundable:
- Products on final sale or liquidation
- All products in containers of 1 L or greater unless defective
- All unsealed organic products
All subjective returns (where there has been no mistake on the part of ACI) will be assessed a 25% restocking fee, or a minimum of $10, whichever is greater.
If an error has been made by us on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
All product returns require an authorization number. Please contact our office for an R.A number prior to shipping back any returns. This R.A number must be clearly marked on the outside of the box. Boxes without this number may be refused at the cost of the shipper.
All returns are to be sent to our Canadian Warehouse for assessment. The statement ‘Goods Returning to Manufacturer’ must be stated on all packages. All returns must be shipped by ground Postal Service If returned by any other shipping method, customers will be responsible for any surplus charges.
All subjective returns must be returned in saleable condition. There is no refund on return freight. Partially used products will not be credited. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.
Products that are returned due to quality issues will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s) as per ISO 9001:2008 specifications. Any item that has been used, mixed, diluted or altered in any manner whatsoever will not be accepted for return, refund or credit. Similarly the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed defective by our supplier’s QA Department.
If the cost of a returned item is $5 or less, a credit will be applied to the customer’s account. There will be no refund or replacement for that product.
Refunds or credits for any reason can take up to 2 weeks to process, depending upon the volume of returns. From the date you receive our credit memo by email, refunds may take up to 8-10 business days for your financial institution to process before appearing on your statement.