Refund and Returns Policy

Jacques Organics – Return & Refund Policy
October 1st, 2025

1. Your Satisfaction is Our Priority
We hope you love your Jacques Organics purchase. If for any reason you are not completely satisfied, we’re here to help.

2. Eligible Products for Return / Refund

  • Because our products are consumable organic teas, we accept returns or issue refunds only in the following situations:

    • The product was delivered damaged or defective.

    • The wrong product was shipped.

    • The product was expired or spoilage occurred prior to reasonable use.

  • For standard unopened purchases delivered as described, we do not accept returns due to change of mind.

  • Opened or used products cannot be returned for health and safety reasons.

3. Return / Refund Window

  • If you received a damaged, defective or incorrect product, please contact us within 7 days of delivery.

  • After we approve the claim, we may request photographic evidence (and packaging if available) of the condition.

  • Once the item is approved for return or refund, we will process the refund to your original payment method within approximately 5–10 business days (depending on your bank).

  • Shipping costs incurred for returning the product may be your responsibility unless the error is ours (wrong item shipped or defective product).

4. How to Initiate a Return or Refund

  1. Email us at [insert customer service email] with your order number, date of purchase, name of product(s), description of the issue (damaged, defective, wrong item, expired), and attach photos if applicable.

  2. We will send you a Return Authorization (RA) number and instructions if the return is approved.

  3. Pack the item securely (including original packaging, if required) and mail it using a trackable shipping method. Include the RA number clearly marked on the outside of the package.

  4. Once we receive and inspect the returned item, we will notify you of the refund status or arrange a replacement.

5. Refund & Credit

  • If approved, refund will be made to your original method of payment.

  • It may take several business days for your bank or credit card company to show the refund.

  • We will not refund original shipping costs unless the error was ours.

6. Non-Returnable / Non-Refundable Items
Products that cannot be returned or refunded (unless faulty) include:

  • Opened or used tea packages

  • Product that has been stored or used in a way inconsistent with the product instructions

  • Items returned outside the 7-day window

  • Change of mind or taste preference (e.g., you don’t like the flavour)

  • Products purchased through third-party retailers (please refer to that retailer’s policy)

7. Exchanges
If you wish to exchange for a different flavour or product, please contact us. Exchanges are treated as two transactions (return + new purchase) and availability may vary. You may be responsible for return shipping unless the original item was faulty.

8. Shipping Back Items

  • If you are returning a product due to our error (e.g., wrong item shipped, defective), we will cover the cost of return shipping or provide a pre-paid shipping label.

  • If you are returning a product for any other reason (within our eligible criteria) you will be responsible for the shipping cost.

9. How We Handle Faulty or Damaged Items
If you receive a product that is damaged, defective or that arrived incorrectly, contact us immediately with the photographs of the damage, the packaging and your order number. We will work to replace the item or refund you as quickly as possible.

10. Changes to this Policy
We reserve the right to modify this policy at any time, so please review it periodically. Changes will apply to purchases made after the date the policy is updated.

11. Contact Us
For questions or concerns about returns or refunds, please contact:
Email: sales@jqorganics.com
Phone: 1800.608.4103
Address for returns:1042 Belcourt Street Pickering Ontario, L1X0G3