Refund policy
1. Online Order Cancellation Policy
All a la carte existing orders must be cancelled a maximum of 24 hours after placing your order. You must reach out to our team within 24 hours of placing your order to cancel for a full refund. If you place your order and more than 24 hours have passed, you must reach out to our team who will review your request. If approved, your order will be cancelled and you will receive store credit for your order. Any order that has already been prepared and packed cannot be cancelled.Â
No refunds will be processed for subscription orders once they are processed. If you need to cancel an order once your Subscription has been processed or charged, please reach out to Customer Service at info@ketolibriyum.ca. Once reviewed by our team, if approved you will receive a credit to your account to be used on a future order. Any order that has already been prepared and packed cannot be cancelled.Â
Pre-paid subscriptions cannot be cancelled once started. If you subscribe to a 4-week pre-paid package, you must complete the four weeks. Cancelling your pre-paid subscription within your customer portal will only cancel the next four week period from starting, it will not cancel any existing orders within the initial four week period. No refunds will be processed for pre-paid subscription orders within the 4 week contract. Please reach out to Customer Service at info@ketolibriyum.ca with any questions. Credits may be applied on a case by case basis. Any order that has already been prepared and packed cannot be cancelled.Â
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2. Adjustments To Orders
Once your order is placed, it is generally considered final and changes are usually not possible. However, in exceptional circumstances, you may contact our customer service team to request modifications. Please note that we require at least 72 hours notice to process any changes to your order. Regrettably, we cannot accommodate any alterations within 48 hours of the scheduled delivery date.
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3. Online Returns & Refunds
Due to COVID-19 as well as food safety regulations, we do not accept the return of product, materials or packaging. Â
If a food product is not right, or was delivered to you damaged you may be eligible for a refund. Please contact info@ketolibriyum.ca with all refund inquiries within 7 days of receiving your order. If approved a refund will be processed onto your original payment method within 3 - 5 business days. Â
No refunds will be processed for subscription orders once orders have been processed/charged. If you need to cancel an order once your Subscription has been processed or charged, please reach out to Customer Service. Once reviewed by our team, if approved you will receive a credit to your account to be used on a future order. Any order that has already been prepared and packed cannot be cancelled.Â
No refunds will be processed for pre-paid subscription orders within the 4 week contract. Please reach out to Customer Service at info@ketolibriyum.ca with any questions. Credits may be applied on a case by case basis. Any order that has already been prepared and packed cannot be cancelled.Â
4. Retail Returns & RefundsÂ
No perishable food product may be returned once it has left the store. Returns on unopened shelf-stable products are accepted within one week of purchase with original receipt so long as they are in good condition.
Refunds may be offered where a product was purchased with a defect or quality issue. To request a refund for a food item, you must ensure to bring the issue to the attention of our staff within one week of purchase either in-store or online. Original proof of payment must be provided with either paper receipt or email receipt. Once approved a refund can be sent to the original payment method within 2 – 5 business days. After 7 days, only store credit will be applied for any issues with perishable and shelf stable products.
For issues relating to online pick-up orders please reach out to info@ketolibriyum.ca and our team will be happy to assist you.
5. Lost / Stolen PackagesÂ
Stolen packages are not the responsibility of Ketolibriyum. At this time we are providing contactless delivery for your safety. It is your responsibility to pay attention to text ETA notifications/tracking link sent via email and text. We are not responsible for stolen packages.  Â
6. Prepaid Subscriptions
Four Week prepaid subscriptions cannot be cancelled, skipped or changed under any circumstances. By signing up for a prepaid subscription you are agreeing to have the set amount of orders charged and shipped. If you subscribe to a 4-week pre-paid package, you must complete the four weeks. Cancelling your pre-paid subscription within your customer portal will only cancel the next four week period from starting, it will not cancel any existing orders within the initial four week period. No refunds will be processed for pre-paid subscription orders within the 4 week contract. Please reach out to Customer Service at info@ketolibriyum.ca with any questions. Credits may be applied on a case by case basis. Any order that has already been prepared and packed cannot be cancelled.Â
7. Pre-Set Meal Packages
With our preset / prepaid meal packages, meals cannot be swapped. By purchasing this product you're agreeing to let our experts choose your meals.Â
Happiness Guaranteed.
At Ketolibriyum our passion fuels our promise. If you’re not 100% satisfied with your purchase, just let us know and we will do whatever it takes to make it right. It’s that simple!