Refund policy
Problem with your Order?
If you received an incorrect or damaged item, please contact us by email at TheCleanPantry@shaw.ca, within 48 hours of receiving your order, so that we can make arrangements to rectify the situation for you.
Please include details of your order (name, date, order #) along with a photo of the incorrect or damaged product that you received, and we will be in touch to make this right for you.
Refunds for products that are past their “Best Before” dates:
Click here to read about the difference between Best Before and Expiry dates.Â
We do not carry any items that have a true and required EXPIRY DATE (with the exception of Keto Chow Meal Replacements). Any items in our store, that are pre-packaged shelf-stable items (durability life of 90 days or greater) and have a date that is provided by the manufacturer, it is most often a BEST BEFORE date. This date is a voluntary declaration by the manufacturer.
Our store policy is that all online orders will be fulfilled with ONLY product that is not past a Best Before date. If you inadvertently receive a product that is past dated, via an online order, please contact us and you will be refunded directly to the method of payment that your order was placed with.
In store, when we have short-dated items or product that is past its Best Before date, we will fully assess the top of product (moisture/fat content, type of product, storage of product) and either dispose of the product or discount the product until the short-dated stock is gone, in an effort to reduce food waste. Items that are perishable or at risk of being low quality are disposed of, while items that are non-perishable (prepackaged, shelf-stable product with a durability life of more than 90 days) are clear marked as “short dated” and discounted anywhere from 25% to 75% off.
This assessment of a product’s quality is done inline with the Canadian Food Inspection Agency’s information about pre-packaged food.
If an item has passed its Best Before date, and we have missed marking it and/or discounting it on the shelf (so that you were unaware of this) when a purchase was made, we want to absolutely make this right for you. We will either offer you the same discount we apply when we move the item to “short dated” clearance or we will fully refund you for the product. Please bring your receipt, along with the short-dated product, into the store, within 14 days of purchase, and we will gladly refund you for this.
Short-dated items that have been purchased from our “short=dated” discount bin, or have been clearly marked on the shelf as short-dated”, if when you open this product, the product is unsatisfactory (soured, stale etc) we would be more than happy to issue you a store credit, for the full price that you paid. Please bring your original receipt, along with the short-dated product, into the store, within 14 days of purchase, to receive a store credit or to exchange for other product.
All other items purchased from our clearance bin (discontinued, clearance etc) are FINAL SALE.
All other Refunds (products NOT past their “Best Before” dates):
We will gladly process a full refund for any other product, provided ALL of the following are met:
- product is UNOPENED
- product is returned in-store within 14 days of original sale
- Original receipt is provided*
We are unable to process a refund for any OPENED product, unless the product quality is compromised, to be reported to the manufacturer with the batch and lot #.
*If you are a Pantry Points member (have provided your email in store) your emailed receipt is acceptable or will are able to locate your sale in our system, to pull up your electronic copy of your receipt. If you do have any additional questions that are not answered in the above policy, please do not hesitate to reach out to us by email at TheCleanPantry@shaw.