Return & Refund Policy

At Coal Harbour Pharmacy, we are committed to providing high-quality health, wellness, and personal care products while maintaining strict standards for product safety, hygiene, and customer satisfaction.

We understand that returns, exchanges, or cancellations may occasionally be necessary. Please review our Return & Refund Policy carefully before placing an order.

This policy applies to purchases made through Coal Harbour Pharmacy’s online store, subject to applicable consumer protection laws and product-specific restrictions.

1. Return Eligibility — 14 Days

We offer a 14-day return policy for eligible products. Customers have 14 days from the date each item is delivered to request a return.

The return window may be extended when the deadline falls on a weekend or holiday, in accordance with our return settings.

To qualify for a change-of-mind return:

• The return request must be submitted within the applicable return window.
• The product must be unused, unopened, and in its original condition.
• All original packaging, labels, protective seals, and accessories must remain intact.
• Proof of purchase or an order confirmation must be provided.
• The product must not belong to a designated final-sale or non-returnable category.

All return requests are subject to review and approval by Coal Harbour Pharmacy.

Important: Not all products are eligible for return. Customers should review product descriptions, applicable disclaimers, and final-sale restrictions before purchasing.

These eligibility requirements apply to discretionary change-of-mind returns and do not limit remedies available under applicable consumer protection laws.

2. Return Shipping

Return shipping arrangements depend on the reason for the return.

Change-of-Mind Returns

For approved returns resulting from customer preference, accidental purchases, or products no longer required:

• Customers are responsible for arranging and paying return shipping.
• Original shipping charges are generally non-refundable, except where required by applicable law.
• Returned products must be securely packaged to prevent damage during transportation.
• We recommend using a trackable shipping service.
• Customers are responsible for ensuring that returned merchandise reaches our facility in an acceptable condition.

Coal Harbour Pharmacy does not automatically provide prepaid return shipping labels for change-of-mind returns.

Damaged, Defective, or Incorrect Products

If an order arrives damaged, defective, or contains an incorrect product, customers should contact us promptly.

Once the issue has been reviewed, Coal Harbour Pharmacy will arrange an appropriate resolution, which may include:

• Replacement of the affected product.
• A full or partial refund, as appropriate.
• Prepaid return shipping where necessary.
• Another suitable resolution consistent with applicable consumer protection laws.

Customers should not return products without first receiving authorization and instructions from our customer service team.

3. Restocking Fees

A 15% restocking fee applies to approved change-of-mind returns associated with orders exceeding $250 CAD, where permitted by applicable law.

The restocking fee is calculated based on the value of the eligible merchandise being returned, excluding taxes and shipping charges, rather than the total original order value.

For example, if an order exceeds $250 CAD and the customer returns an eligible product valued at $100 CAD, a $15 CAD restocking fee will apply, resulting in an $85 CAD merchandise refund before applicable tax adjustments.

Restocking fees do not apply to:

• Verified defective or damaged products.
• Incorrect products shipped by Coal Harbour Pharmacy.
• Returns where a restocking fee is prohibited by applicable law.

Any applicable restocking fee will be disclosed before the return is finalized.

Please note: Conditional restocking fees are reviewed and applied manually where supported by our return and refund process. They are not automatically calculated during the standard online return process.

4. How to Request a Return

To initiate a return, please contact our customer service team:

Email: orders@coalharbourpharmacy.com

Please include:

• Your order number.
• The product you wish to return.
• The reason for your return request.
• Supporting photographs, if applicable.

Once your request has been reviewed and approved, we will provide instructions for returning the eligible merchandise.

Return Address

Coal Harbour Pharmacy
Unit B, 622 Bute Street
Vancouver, BC V6E 3M1
Canada

Phone: 236-427-1120
Fax: 604-336-3044

Important: Items returned without prior authorization may not be accepted. Please do not ship products to our facility until you have received return instructions.

For questions regarding return eligibility or procedures, contact orders@coalharbourpharmacy.com.

5. Damaged, Defective, Missing, or Incorrect Orders

We encourage customers to inspect their orders promptly upon delivery.

If you receive a damaged, defective, missing, or incorrect product, please contact us as soon as possible so we can investigate and provide an appropriate resolution.

When contacting us, please provide:

• Your order number.
• A description of the issue.
• Photographs of the affected product, where applicable.
• Photographs of the original packaging, if the product arrived damaged.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.

Coal Harbour Pharmacy may request additional information when reasonably necessary to evaluate a claim.

Nothing in this section limits your rights under applicable consumer protection laws.

6. Exceptions, Non-Returnable Products & Final-Sale Collections

Due to health, hygiene, safety, storage, and product-integrity requirements, certain products are not eligible for change-of-mind returns.

Non-Returnable Product Categories

These generally include:

• Prescription medications: Prescription pharmaceutical products.
• Non-prescription medications: Over-the-counter medications where returns are restricted for safety or regulatory reasons.
• Opened vitamins and supplements: Products with broken seals, opened packaging, or evidence of use.
• Refrigerated and cold-chain products: Temperature-sensitive products requiring controlled storage or transportation.
• Infant formula and baby nutrition: Products subject to specific safety, storage, or handling restrictions.
• Personal care and hygiene products: Opened or used skincare, cosmetics, intimate hygiene, and similar products.
• Baby hygiene products: Opened diapers, wipes, and other hygiene-related products.
• Perishable products: Food and other products with limited shelf lives or special storage requirements.
• Special orders and customized products: Items ordered or prepared specifically for a customer.
• Hazardous materials: Products containing flammable liquids, gases, or other materials subject to return-shipping restrictions.
• Gift cards: Gift cards are generally non-refundable, except where required by law.

Designated Final-Sale Collections

Coal Harbour Pharmacy designates certain collections as final sale because of product safety requirements, hygiene considerations, storage conditions, or promotional terms.

Our designated final-sale collections include:

1. Baby & Child Hygiene
2. Baby & Children’s OTC Medications
3. Baby Diapers & Wipes
4. Baby Health
5. Baby Milk
6. Baby Skin Care
7. Injection & Sterile Supplies
8. Refrigerated Probiotics
9. Enfamil A+
10. BOGO Offers
11. Events & Promotions
12. Sale of the Month (Clearance)

Products included in these designated collections are not eligible for standard change-of-mind returns or cancellations through Shopify’s self-service process, where the final-sale restriction has been clearly disclosed before purchase and is permitted by applicable law.

A product may belong to more than one collection. If it is included in a designated final-sale collection, the applicable final-sale restriction may apply even when the product is also displayed in another collection.

Sale, Clearance & Promotional Products

Products purchased through designated final-sale promotional collections, including BOGO Offers, Events & Promotions, and Sale of the Month (Clearance), may be excluded from change-of-mind returns.

Important: A promotional discount alone does not automatically make a product final sale. The applicable restriction must be clearly communicated before purchase.

Exceptions to Final-Sale Restrictions

Final-sale restrictions do not eliminate applicable statutory rights or remedies for products that are:

• Defective.
• Damaged upon delivery.
• Incorrectly supplied.
• Materially different from their description.
• Otherwise subject to mandatory consumer protection requirements.

Customers experiencing issues with final-sale products should contact orders@coalharbourpharmacy.com for assistance.

If you are uncertain about a product’s return eligibility, please contact us before purchasing.

7. Order Cancellations

Customers may request cancellation of eligible items at any time before those items are fulfilled.

Cancellation requests are subject to the order’s fulfillment status, product eligibility, and applicable processing requirements.

Cancellation Before Fulfillment

Customers may request cancellation while an eligible item remains unfulfilled.

If an order has already entered preparation or packaging, please contact our customer service team immediately so we can determine whether cancellation is still operationally possible.

Cancellation After Fulfillment

Once an item has been fulfilled or dispatched, cancellation through the standard order cancellation process is no longer available.

If an eligible product has already shipped, customers may request a return after delivery, subject to the applicable return policy.

Final-Sale and Restricted Products

Products designated as final sale may not be eligible for standard self-service cancellation requests.

This includes certain medications, sterile supplies, refrigerated products, infant formula, and products included in designated final-sale collections.

Customers requiring assistance with an unfulfilled final-sale order may contact our customer service team. Requests will be reviewed individually, subject to applicable law.

How to Request Cancellation

Customers may submit cancellation requests through supported customer-account features, where available, or contact:

Email: orders@coalharbourpharmacy.com

Please include your order number and cancellation request.

Nothing in this policy limits mandatory cancellation or withdrawal rights under applicable consumer protection laws.

8. Exchanges

We do not generally offer direct product exchanges through our online store.

If you wish to exchange an eligible product, the fastest option is to request a return and place a separate order for the desired replacement once the return has been approved.

All exchange-related returns are subject to our return eligibility requirements.

For damaged, defective, or incorrectly supplied products, please contact our customer service team before placing a replacement order.

9. International Returns

International orders are subject to our general return eligibility requirements and applicable destination-country consumer protection laws.

For approved international change-of-mind returns:

• Customers are responsible for arranging and paying return shipping.
• Returned products must comply with applicable customs and shipping regulations.
• Customers are responsible for completing any required customs documentation.
• Customs duties, import taxes, and related charges may be non-refundable, subject to applicable law.
• Certain medications, supplements, refrigerated products, and restricted goods may not be eligible for international return shipping.
• Products must be returned using an authorized shipping method where required.

International returns must receive authorization before products are shipped back to Canada.

Coal Harbour Pharmacy is not responsible for customs delays, rejected return shipments, or additional charges resulting from incomplete or incorrect documentation supplied by the customer, except where responsibility cannot legally be excluded.

For assistance with international returns, contact orders@coalharbourpharmacy.com.

10. European Union — 14-Day Right of Withdrawal

For qualifying purchases shipped to consumers in the European Union, applicable consumer protection legislation generally provides a 14-day statutory right of withdrawal for eligible distance purchases.

Where this right applies, customers may withdraw from an eligible purchase within 14 days of receiving the goods without providing a reason.

Certain statutory exceptions may apply, including:

• Qualifying sealed health or hygiene products that have been unsealed after delivery.
• Certain perishable goods.
• Products made to the consumer’s specifications or clearly personalized.
• Other products expressly exempt under applicable legislation.

Where statutory withdrawal rights apply, refund amounts, return shipping obligations, reimbursement deadlines, and other requirements will be handled in accordance with the relevant legislation.

Statutory withdrawal rights take precedence over conflicting provisions of this policy, including discretionary return conditions, final-sale designations, and restocking fees.

Customers wishing to exercise their statutory withdrawal rights should contact:

orders@coalharbourpharmacy.com

11. Refund Processing

Once returned merchandise has been received and inspected, we will notify you whether your refund has been approved.

If approved, refunds will generally be issued to the original payment method within 10 business days of approval, or sooner where required by applicable law.

For eligible change-of-mind returns, refunds may be adjusted to reflect:

• Properly disclosed and legally permissible restocking fees.
• Non-refundable shipping charges, where permitted by law.
• Other adjustments expressly authorized by applicable law.

Refunds for damaged, defective, or incorrectly supplied products will be handled in accordance with applicable consumer protection requirements.

Please note that banks and payment providers may require additional time to process and post refunds.

If more than 15 business days have passed since your refund was approved, please contact:

orders@coalharbourpharmacy.com

Where applicable law requires reimbursement within a shorter period or from an earlier date, that legal requirement will take precedence.

12. Additional Terms & Consumer Rights

Coal Harbour Pharmacy may review return requests to verify product eligibility, purchase details, and compliance with this policy.

We may decline discretionary change-of-mind returns that do not meet the stated eligibility requirements.

Products returned without authorization, products that do not meet applicable return conditions, or products designated as final sale may be ineligible for discretionary refunds.

Coal Harbour Pharmacy reserves the right to review suspected misuse of its discretionary return process, subject to applicable consumer protection laws.

Nothing in this policy excludes, restricts, or overrides mandatory consumer rights or remedies available under applicable law.

Customers are encouraged to review this policy before placing an order, particularly when purchasing medications, supplements, temperature-sensitive products, sterile supplies, infant formula, or products designated as final sale.

13. Contact Information

For questions regarding returns, refunds, exchanges, cancellations, product eligibility, or final-sale restrictions, please contact:

Coal Harbour Pharmacy

Unit B, 622 Bute Street
Vancouver, BC V6E 3M1
Canada

Email: orders@coalharbourpharmacy.com
Phone: 236-427-1120
Fax: 604-336-3044