Return Policy

Conditions

In the event that an order is canceled before shipment, customers shall be eligible for a full refund of the purchase amount, subject to the deduction of applicable administration fees.

  • Orders Placed in Canadian Dollars (CAD): A processing fee equivalent to 4.9% of the refund amount will be deducted to account for transaction charges incurred.
  • Orders Placed in Foreign Currencies (e.g., USD): In addition to the aforementioned 4.9% processing fee, any losses arising from currency exchange rate fluctuations between the date of order placement and the refund processing date will be deducted. These deductions are intended to cover credit card and bank transfer transaction fees, as well as any potential losses due to currency conversion. The refund will be issued based on the Canadian dollar equivalent value at the time the order was placed, which may result in a reduced amount in the original currency owing to subsequent exchange rate variations.

All refunds will be processed in the original payment method and in accordance with the terms outlined above. Customers are advised to review this policy prior to placing an order, as it forms part of the terms of sale.

The 4.9% fee reflects non-refunded credit card processing charges incurred through Shopify Payments, which vary based on card type and transaction origin.

 

Returns After Shipment

For orders that have been shipped, customers have 60 days from the delivery date to initiate a return. To be eligible for a return, the product must be unused, in its original condition, and in its original packaging. Upon receipt and inspection of the returned item, customers are eligible for a full refund of the purchase amount, subject to the following deductions:

  • A 15% restocking fee to cover handling and processing costs.

  • A 4.9% processing fee to cover non-refunded credit card and payment processing charges.

  • Customers located outside Canada are responsible for all return shipping costs, including any applicable customs duties or taxes.

Returns requested after the 60-day period will not be eligible for a refund unless the product exhibits a technical defect, as outlined in the “Warranty” section of our terms.

 

Refund Processing Timeline

Refunds for cancellations prior to shipment and returns after shipment will be processed to the original payment method within 10–15 business days for orders up to $10,000 CAD. For orders exceeding $10,000 CAD (e.g., multiple units totaling $20,000 CAD), refund processing may take up to 60 days due to the high-value nature of the products and the need for thorough verification and financial coordination. Customers will be notified once the refund is issued, though funds may take additional time to appear in your account, depending on your bank or card issuer.

 

General Provisions

All refunds will be processed to the original payment method within a reasonable timeframe, in accordance with Shopify’s refund processing protocols. Customers are advised to review this policy prior to purchase, as it forms an integral part of our terms of sale. Due to the high-value nature of our products, the stated fees reflect the significant transaction and handling costs incurred by our business.

 

Need more details?

Should you have any question about our privacy policy or if you would like to exercise any of the rights available to you, please call +1 (581) 992-1996 or email us at info@cryonaut.ca

 

Last updated: September 2025