Our Policy
Returns & Refunds
We want you to feel good about every order. If something isn’t right, we’re here to help — no unnecessary friction or runaround!
01
Overview
Every Modus product is formulated and quality-checked before it leaves our hands. But we understand that wellness is personal — what works brilliantly for one person may not be the right fit for another.
That’s why we offer a 30-day satisfaction window on eligible purchases made directly through trymodus.ca. If you’re unhappy with your order for any reason, reach out and we’ll make it right.
Please note: Due to Health Canada regulations governing the handling of consumable health products, our return eligibility differs between opened and unopened items. Full details are outlined below. Purchases made through third-party retailers are subject to that retailer’s own return policy.
02
What's Eligible
Return and refund eligibility depends on the product line and whether it has been opened. Use the table below as a quick reference.
PRODUCT
Capsule Line
(Focus+, Ascend, Restore, Steady)
Capsules Line
(Focus+, Ascend, Restore, Steady)
Dram Line
(Cola, Ginger Ale, Lemonade, Cream Soda)
Dram Line
(Cola, Ginger Ale, Lemonade, Cream Soda)
Bundles
(All bundle SKUs)
Sale / Final Sale Items
CONDITION
Unopened, sealed
Opened
Opened
Fully unopened
Any
ELIGIBLE
Yes
Store Credit
No
Yes
No
RESOLUTION
Full refund to original payment
Store credit within 30 days
Non-returnable (food product)
Full refund to original payment
All sales final
All returns must be initiated within 30 days of your order’s shipping date. Items received after this window, or sent back without prior authorization, cannot be processed.
04
How to Start a Return
We keep the process simple. Follow these steps and we’ll take care of the rest.
I
Contact Us First
Email hello@moduslabs.ca with your order number, the item(s) you'd like to return, and a brief reason. We'll respond within 1–2 business days with your Return Authorization (RA) number.
II
Pack It Up
Securely repack the item(s) in their original packaging. Include your RA number clearly on the outside of the parcel. Items returned without an RA number will not be accepted.
III
Ship It Back
Send your return to the address provided in your RA confirmation email. Return shipping costs are the responsibility of the customer unless the return is due to our error (damaged, incorrect, or defective items — see Section 05). We recommend shipping with tracking, as we cannot be responsible for parcels lost in transit.
IV
We'll Confirm & Process
Once your return arrives and passes inspection, we'll send a confirmation email and process your refund or store credit within 3–5 business days.
04
Refunds & Timing
Approved refunds are issued to your original payment method. We do not issue refunds by cash, cheque, or alternate cards.
Credit & Debit Cards
Typically appear within 5–10 business days, depending on your card issuer.
PayPal / Digital Wallets
Usually reflected within 3–5 business days of our processing confirmation.
Store Credit
Issued as a Modus gift code via email, valid for 12 months with no minimum spend.
Original Shipping Costs
Non-refundable except where the return is the result of our error.
If more than 10 business days regulations have passed since your refund was confirmed and you haven’t seen it, please check with your bank or card issuer before reaching out — most delays are on their end. If it’s still unresolved, email us at hello@moduslabs.ca
05
Damaged, Defective, or Incorrect Orders
We take quality seriously — every order is inspected before it ships. But if something arrives damaged, defective, or isn’t what you ordered, we’ll sort it out immediately at no cost to you.
Please inspect your order upon delivery. Contact us within 48 hours of receipt at hello@moduslabs.ca with your order number, a description of the issue, and photos where possible (including the lot number printed on the label). We’ll arrange a prepaid return label and send a replacement or issue a full refund — your choice.
We accept damage and defect claims for:
- Bottles or capsule pouches damaged in transit
- Tamper-evident seals that were broken on arrival
- Wrong item(s) included in your order
- Dram bottles with leaking or compromised droppers
06
Exchanges
We don’t offer direct product exchanges at this time. If you’d like a different product, the simplest path is to:
- Return your eligible, unopened item for a refund or store credit
- Place a new order for the product you’d prefer
If you’re unsure which product is right for you, our team is always happy to help you choose. Just email us at hello@moduslabs.ca and tell us what you’re looking to support — we’ll point you in the right direction.
07
Exceptions & Important Notes
The following circumstances fall outside our standard return policy:
SITUATION
Opened Drams
Return requested after 30 days
Items returned without RA number
Sale or discounted items
Bundles — partially opened
Third-party retailer purchases
Products with personal sensitivity
POLICY
Non-returnable. As a food product, opened tinctures cannot be accepted back for health and safety reasons.
We’re unable to accept returns or process refunds past the 30-day window from shipping date.
Final sale. Not eligible for return or refund.
Only if all items are fully unopened. Partially opened bundles are not eligible.
Please contact that retailer directly. Modus cannot process returns for orders not placed on moduslabs.ca.
We’re sorry if a product didn’t agree with you. While we can’t accept opened capsule containers as physical returns, we’ll consider store credit on a case-by-case basis. Please reach out.
All returns must be initiated within 30 days of your order’s shipping date. Items received after this window, or sent back without prior authorization, cannot be processed.
08
Contact Us
Our customer team is small but attentive. If you have any questions about an order, a product, or this policy — don’t hesitate to reach out.
Get in Touch
We aim to respond to all inquiries within 1–2 business days. The more detail you include (order number, product, lot number for damaged goods), the faster we can help.
Response Hours
Monday – Friday
8:00 AM – 4:00 PM PT
Saturday & Sunday
Asynchronously
Holidays
Closed