GreenRx Return and Cancellation Policy
Order Cancellations
Order cancellations are a time-sensitive action and are not always possible once an order has been placed. Please reach out to our Customer Care team immediately by contacting us at orders@greenrx.ca or calling (519) 742-9955. If cancellation is not possible at the time of contact, our Customer Care Team can help facilitate a return upon delivery (excluding final sale items, please refer to the returns policy below).
Please double-check all order details thoroughly prior to placing your order as we are unable to add additional products or edit order details after it has been placed. If you've made an error in your order, contact our Customer Care team immediately for the best assistance.
Returns
We accept returns of most products in original condition (unopened, unused) within 30 days from the date you received your item. Opened or used products, or any items marked as non-refundable/final sale, are not within our return guidelines. Items are considered final sale after 30 days.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Initiating a Return
To start a return, please contact us at orders@greenrx.ca or call us at (519) 742-9955. Please include your order number, the name of the item(s) and quantity you wish to return, and the reason for the return.
Return Process
Return Request
Contact our Customer Care team to approve the return before sending the products back to us.
Return Approval
Once approved, you will be able to return the product to Greenbrook Pharmacy.
Processing
Upon receiving your return, we will inspect the item(s) to ensure they are in original and resalable condition before approving and issuing a refund.
❌ Not Eligible for Return
- Items which have been removed from their original packaging, assembled, or modified.
- Bulk or high-quantity purchases.
- Any items marked as non-returnable on the product page.
- Final sale products.
- Perishable items (such as food).
- Custom products (such as special orders or personalized items).
- Personal care goods (such as beauty products including cosmetic items, personal hygiene products).
- Hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept returns on sale items or gift cards.
🔴 Final Sale Products
Due to safety, hygienic reasons, and other considerations, some products are final sale and non-returnable. These include:
- Cosmetic items.
- Beauty and personal care items (Hair color, shampoo, conditioner, lotions, etc.).
- Essential oils.
- Grocery and food items.
- Protein and snack bars.
- Clearance items (or any items marked as 'final sale' on the product page).
These products can only be returned for store credit or a replacement if they are received defective or damaged, or there is a manufacturer issue within 30 days of the arrival date of the order.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged or defective products will qualify for a full refund, store credit, or replacement unit(s) at the discretion of the customer, once the return is approved.
Return Options
In-Store Return
You may return the product to our store location at Greenbrook Pharmacy, 421 Greenbrook Dr, Unit 6, Kitchener, ON, N2M 4K1. We must be notified prior to approve the return before you can go to the store location with the product(s).
Restocking Fees
Returns with a value of more than $200 are subject to a 15% restocking fee. This amount is subtracted from the refund total.
⚠️ Unauthorized Returns
Items sent back to us without first requesting a return will not be accepted and will be returned to the sender or disposed of, depending on the item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Disclaimer
GreenRx reserves the right to change this policy at any time without prior notice. We also reserve the right to refuse a return or refund if we find evidence of fraud, abuse, or irregular patterns in return activity.
For any questions or to start a return, contact us at:
Email: orders@greenrx.ca
Phone: (519) 742-9955
By maintaining open communication and adhering to these guidelines, we aim to ensure a seamless and satisfactory return experience for all our customers. Thank you for shopping with GreenRx!