Refund policy

Last updated: October 9, 2026

We want you to love what you buy from Truly Market. If something isn’t right, here’s how returns and refunds work.

Return window

You have 14 days after receiving your order (or picking it up in store) to request a return.

To be eligible, items must be unopened and unused, with the seal intact and in their original packaging, in the same condition you received them. This applies to food, supplements and personal care products alike. Please include your receipt, order number or other proof of purchase.

How to start a return

Email us at info@trulymarket.ca with your order number and the item(s) you’d like to return. Please wait for our confirmation before sending anything back. Approved returns can be dropped off in store during store hours or mailed to:

Truly Market
First Markham Place
3255 Hwy 7, Unit 32
Markham, ON L3R 3P9
Canada

You are responsible for return shipping costs, and original shipping charges are not refundable, unless the return is due to our error (see “Damaged, defective or incorrect items” below). For international orders, duties and import taxes are not refundable.

Damaged, defective or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, email us within 48 hours of delivery with your order number and photos of the item and packaging. We’ll make it right with a replacement or a refund, and we’ll cover any return shipping.

Non-returnable items

For health and safety reasons, the following cannot be returned unless they arrived damaged, defective or incorrect:

  • Food, supplements, skincare and personal care products that have been opened, used or whose seal has been broken
  • Perishable, refrigerated and frozen items
  • Special orders and personalized items
  • Gift cards

If you have a question about a specific item, please get in touch before you buy.

Exchanges

The fastest way to get what you want is to return the original item and, once the return is approved, place a new order for the item you’d like.

Refunds

We’ll email you once we’ve received and inspected your return to let you know whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to post the refund.

If more than 15 business days have passed since your return was approved and you haven’t seen the refund, please contact us at info@trulymarket.ca.

Restocking fee

A restocking fee of up to 25% of the item price may apply to approved returns of non-defective items, for example large-quantity, bulk or specially sourced orders. If a fee applies, we’ll tell you the exact amount when we approve your return, before you send anything back, and you can choose not to proceed. No restocking fee applies to items that arrived damaged, defective or incorrect, or to any order you cancel under your rights under consumer protection law.

Late delivery and your cancellation rights

If we don’t deliver your order within 30 days of the delivery date we gave you (or, if no date was given, within 30 days of your order), you may cancel the order at any time before it is delivered by emailing info@trulymarket.ca. We will refund the full amount you paid, including shipping charges, within 15 days. You may also have other cancellation rights under the consumer protection law that applies to you.

Questions

Email info@trulymarket.ca and include your order number.