Before contacting us, please make sure you’re familiar with our Refund policy below. To start a refund request, please Contact Us.
Refund Policy.
Due to the consumable and delicate nature of the products and services provided by Poppy’s, we evaluate returns and process refunds on a case-by-case basis. Customer eligibility for a partial or full refund is entirely up to Poppy’s discretion.
Typical Refund Criteria
Although this is not a comprehensive list nor does this guarantee a refund, it helps give you an insight on the criteria we use when processing return and/or refund requests.
Failure of Delivery
Although it is rare, if a delivery of a product fails as a result of courier issues or if the product arrives damaged, we may issue a partial or full refund, potentially excluding any shipping fees involved. If a delivery fails as a result of inaccurate shipping information entered by the customer, the order will typically not be eligible for a refund.
Failure to Complete
Extremely rarely, if we are unable to provide a service for which the customer has paid a deposit or full amount, we may issue a partial or full refund, potentially excluding any product, shipping, or other costs and fees incurred by us while preparing that service for the customer.
Returns by the Customer
In the event that a customer, for any reason, sends back a product to us, we may issue a partial or full refund, potentially excluding any shipping or other fees, if the product is:
intact
unused
sellable
within greater than 3 months of its expiry date
bought from Poppy’s or from one of our verified distributors
Defective Products
In the event that a customer purchases a product that appears defective or is observed to be defective or expired upon opening the product, we may issue a partial of full refund, potentially excluding any shipping or other fees involved. In order to be eligible, customers may be required to send us the defective product or proof of the defective product, up to Poppy’s discretion.
Please note that failure to properly abide by the instructions on the product labels may result in product defects for which Poppy’s may not be held liable for.
Due to the delicate nature of our products, sensitive handling is required by our vendors, which when not met, may cause a disruption in the packaging or freshness of the product or delivery of a service, which Poppy’s may not be held liable for.
Misinformation
If a product has any misinformation on it or a service has not properly delivered as described, the customer may be eligible for a partial or full refund. Potential areas of misinformation include nutritional facts, expiry date, nutritional claims, health claims, or any other information on the packaging of the product or our websites. Due to the sensitive nature of our products, please allow for some variances between the information provided on the packaging, the information available on our websites and the actual product itself. As a result, a refund request on the basis of misinformation may or may not be accepted by Poppy’s for reasons beyond this policy.
Satisfaction
Customer satisfaction is very important to us, so we take your feedback very seriously.
As an example, customers in the past have told us they didn’t like the lack of warning about pits in our products, so we removed the seeds from some of our products and put warnings on the labels for other products.
So while we’ve been deeply moved by the positive feedback from the community, we also recognize that our flavours are not for everyone. If a customer is unsatisfied with one of ours products or services, we are more than happy to provide them with samples of our other products or services until they are able to find something they like. Dissatisfaction is typically not an eligible reason for returns or refunds, however we’re more than happy to understand more about your case.
Please contact us immediately if you are unsatisfied, as in certain circumstances, we may or may not be able to offer partial or full refunds if it’s applicable.
Liability
It is the customer’s responsibility to be aware of Poppy’s return and refund policies before purchasing any Poppy’s goods and services, and Poppy’s cannot be held liable in the event that Poppy’s exercises their discretion and rejects a refund request.
Limitations
Areas of Typical Operation. Refunds, if granted by Poppy’s discretion, are currently limited to Customers within our areas of operation and in the format of the currency within our areas of operation. As a result, if Poppy’s goods are re-sold in areas outside of our typical operations, which we do not recommend, we are not able to offer support in the form of returns or refunds of any kind to these Customers unfortunately.
Repeat Refund Requests. Refunds, if granted by Poppy’s discretion, are limited to 3 requests per year per household or 3 requests per year per organization. More than 3 requests per household or organization within a year of the first request may be seen as an abuse of this policy. Abusers of the refund policy may be prohibited from making refund policy claims in the future, and/or may be prohibited from purchasing Poppy’s goods and services.
Refund Amount Allowable. Refunds, if granted by Poppy’s discretion, are typically limited to $100 back at most. For example, for a $150 invoice before shipping and tax, if a customer is granted a “full” refund request, they can expect to receive a maximum of $100 as a result of this limitation. In certain cases however, Poppy’s may choose to circumvent this limitation, as each case is assessed individually, so it is up to Poppy’s discretion to abide by this limitation.
Proof of Purchase. Customers may be required to provide proof of purchase in order to be eligible for a refund. The more information a customer provides about their refund request, the greater the likelihood that the customer may be approved to receive a greater compensation back in their refund request.