Refund policy
Effective Date: June 28, 2026
At PrimeBio.ca, customer satisfaction is our priority. We strive to provide high-quality natural health supplements and over-the-counter (OTC) products. Due to the nature of these products and applicable health and safety regulations, certain restrictions apply to returns and refunds.
Please read this policy carefully before making a purchase.
1. Return Eligibility
We accept returns within 30 days of the delivery date.
To qualify for a return, the product must:
Be unopened, unused, and in its original condition.
Have all original packaging, labels, and safety seals intact.
Be accompanied by proof of purchase (order confirmation or receipt).
Be authorized by our customer service team before being returned.
Products that do not meet these conditions may not be eligible for a refund.
2. Non-Returnable Items
For health, hygiene, and safety reasons, we cannot accept returns of:
Opened or used dietary supplements.
Opened or used OTC medications.
Products with broken or missing safety seals.
Perishable items.
Gift cards.
Clearance or final sale items.
Products damaged due to misuse, improper storage, or customer negligence.
Products returned without prior authorization.
3. Damaged, Defective, or Incorrect Products
If you receive an item that is:
Damaged during shipping,
Defective,
Expired upon arrival,
Or different from what you ordered,
please contact us within 7 days of receiving your order.
Please include:
Your order number.
A description of the issue.
Clear photos of the product and packaging.
After reviewing your claim, we may provide:
A replacement,
A full refund, or
Store credit,
at our sole discretion.
4. How to Request a Return
To request a return, please contact us before sending any products back.
PrimeBio.ca
Email: info@Primebio.ca
Phone: +1 (705) 739-1679
Please include:
Full name
Order number
Product name(s)
Reason for the return
Photos (if applicable)
Returns sent without prior authorization may be refused.
5. Return Shipping Costs
Unless the return is due to our error, customers are responsible for return shipping costs.
Original shipping charges are non-refundable.
If the return is the result of:
Our shipping error,
A defective product,
Or shipping damage,
PrimeBio.ca will reimburse reasonable return shipping costs or provide a prepaid return label where applicable.
6. Refund Processing
Once your returned item has been received and inspected, we will notify you of the status of your refund.
If approved:
Refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to be processed.
Depending on your financial institution, additional time may be required before the refund appears on your statement.
7. Exchanges
We only replace products that are:
Damaged,
Defective,
Expired upon arrival, or
Incorrectly shipped.
If you require an exchange, please contact our customer service team for assistance.
8. Order Cancellations
Orders may be canceled only if they have not yet been processed or shipped.
Once an order has been shipped, it cannot be canceled and will instead be subject to this Return & Refund Policy.
9. International Orders
Customers ordering outside Canada are responsible for complying with the import laws and regulations of their destination country.
PrimeBio.ca is not responsible for:
Customs delays,
Import restrictions,
Customs fees,
Duties or taxes,
Product confiscation by customs authorities.
Refunds cannot be issued for orders refused or seized due to local import regulations.
10. Health & Safety Notice
Natural health products and OTC medications should always be used according to the manufacturer's instructions.
Customers should carefully read all product labels, warnings, and directions before use.
If you experience an adverse reaction, discontinue use immediately and consult a qualified healthcare professional.
11. Limitation of Liability
To the fullest extent permitted by applicable law, PrimeBio.ca shall not be liable for any indirect, incidental, special, or consequential damages arising from the purchase, use, or inability to use products purchased through our website.
Our total liability shall not exceed the purchase price of the product giving rise to the claim.
12. Contact Information
If you have any questions regarding this Return & Refund Policy, please contact us:
PrimeBio.ca
2179 Old Norwood Rd.
Otonabee, Ontario K9J 0G6
Canada
Email: info@Primebio.ca
Phone: +1 (705) 739-1679
13. Changes to This Policy
PrimeBio.ca reserves the right to modify or update this Return & Refund Policy at any time without prior notice.
Any changes will become effective immediately upon posting on this page. The "Effective Date" at the top of this policy will indicate when the latest version was published.