Last updated: August 21, 2026. This policy applies to all orders placed through retatrutide-buy.ca and shipped within Canada.

Our 60-Day Guarantee — the short version

If your order arrives damaged, if our cold-chain fails, if independent testing shows the product doesn't meet our quality claims, or if there's a shipping problem that's our fault — we refund or replace, no questions asked. Within 60 days of your delivery date. Full stop.

What is covered by our guarantee

Physical damage on arrival

Any vial with a cracked seal, broken glass, damaged stopper, or compromised aluminum cap. Any pen with a damaged cartridge, broken dose dial, or non-functional injection mechanism. Any product where the outer box shows evidence of impact damage that affected the contents.

Cold-chain failure

If your parcel arrives with the ice packs fully melted and the product feels warm to touch (above roughly 15°C), the cold-chain has failed and the product is compromised. Take a photo of the ice pack condition immediately, WhatsApp it to us with your order number, and we ship a replacement within 24 hours.

Quality below our stated specifications

We claim 99.3% HPLC purity for retatrutide and 99.4% for tirzepatide. If you conduct independent third-party HPLC testing on your batch and results come back below 98.5% (allowing for standard measurement variance), we refund the full order and cover reasonable third-party lab testing fees up to $150 CAD.

Missing items

If an item on your order confirmation is missing from your parcel (a vial short, missing bacteriostatic water, missing syringes), we ship the missing items within 24 hours at no cost.

Wrong item shipped

If you ordered retatrutide vials and received tirzepatide (or vice versa), or if you received the wrong bundle size, we ship the correct item within 24 hours and cover return shipping of the wrong item.

What is NOT covered by our guarantee

Buyer's remorse or protocol changes

Unfortunately, for safety and traceability reasons, we cannot accept returns of correctly-shipped, undamaged product simply because you changed your mind. This is standard practice for temperature-controlled biological materials — a returned vial, even unopened, cannot be resold to another customer because we cannot verify how it was stored during the return transit.

Product used incorrectly

If you reconstitute a vial incorrectly, over-dose, or damage a pen through mishandling, we will help you troubleshoot but cannot refund the affected product. Our reconstitution and dosing guides are designed to prevent these issues — if something is unclear before you use the product, WhatsApp us and we'll walk you through it.

Product past its stated shelf life

Unopened vials are stable for 24 months at 2-8°C. Unopened pens are stable for 18 months at 2-8°C. Reconstituted vials are stable for 28 days at 2-8°C. If product is used past its stated shelf life, refunds are not available.

Delays outside our control

Once your parcel is scanned into Canada Post's network, delivery timelines are their responsibility. If Canada Post causes a delay beyond our stated 2-4 business days (weather, strike, sorting facility issues), we cannot refund your product — but we will file a Canada Post service claim on your behalf and share any recovery with you.

How to file a claim

The process is intentionally simple — we don't hide behind a ticketing system.

Refund processing details

Refund method

Refunds are issued via Interac e-Transfer back to the same name that sent the original payment. If your original payment was Interac e-Transfer, you'll receive the reverse transfer within 3 business days. If your original payment was Bitcoin or USDT, we refund in the same cryptocurrency to a wallet address you specify.

Refund amounts

Full refunds include the product cost and shipping cost. In the case of partial issues (e.g., 1 of 3 vials damaged), we refund the pro-rata amount for the affected product only.

Currency conversion

All refunds are issued in the same currency as the original payment (Canadian dollars for Interac). If cryptocurrency values have fluctuated, we refund the exact CAD-equivalent amount at the time-of-refund exchange rate.

Chargebacks and payment disputes

Because we accept Interac e-Transfer (Canadian bank-to-bank) and cryptocurrency, there is no traditional chargeback mechanism. If you have a payment dispute, please contact us directly first — we resolve virtually every issue faster than any chargeback process. Attempting a chargeback through your bank without contacting us first will result in your account being flagged and future orders declined.

Governing law

This refund policy is governed by the laws of British Columbia, Canada. Any dispute arising from this policy that cannot be resolved through direct communication will be resolved through binding arbitration in Vancouver, BC, under the Canadian Arbitration Association rules.