Refund policy

Welcome to Fusion Flavours. Please review the following information carefully before placing your order. These policies ensure transparency and clarity for all customers.

A. Special-Order Items

Some products—such as gallon sizes or specialty imports from the U.S.—are available by special order only.
These will be clearly marked as “Special Order” in the size or variant drop-down menu of each product listing. Other gallon sizes or large formats in stock in Canada are available for immediate shipment and are not subject to these terms.

  • Delivery Time: Special-order items typically require 2–3 weeks for delivery, including customs clearance.

  • Cancellation & Refunds:  Once your purchase of a special-order item is completed, it cannot be canceled, changed, or refunded.

  • Payment: Full payment is required at checkout.

  • Availability: These items depend on supplier/manufacturer availability and shipping conditions. If a special-order item becomes unavailable after purchase, a full refund will be issued.

  • Separate Orders: Orders containing special-order items will ship only once the special-order product is in stock. To receive in-stock items sooner, we recommend placing a separate order for regular items.

  • Customer Acknowledgement: By purchasing a special-order item, you acknowledge and agree to these terms.

Product Availability

Some flavours or sizes may have limited availability.
If a flavour or size is temporarily unavailable, we will notify you with an estimated restock date or provide a suitable alternative.

B. Refunds & Exchanges

1. General Refund Policy

  • Orders cannot be changed or altered once submitted.

  • If an item is out of stock at the time of purchase, we will either:

    • ship it when it becomes available, or

    • issue a refund or store credit, regardless of item price.

  • Claims for missing or incorrect items must be made within 5 calendar days of receiving your order and include supporting photos.

2. Non-Returnable Items

  • Labware & Accessories: Due to safety concerns, laboratory glassware and safety-related items are non-returnable and non-exchangeable. Please contact us before purchase for guidance.

  • Flavours & Ingredients: All flavour concentrates and ingredients are non-refundable once shipped. We recommend ordering smaller sizes first to test satisfaction.

3. Restricted Use Products & Order Verification

Certain items—such as pure caffeine and other bulk or industrial-grade ingredients—are intended for professional, laboratory, or manufacturing use only.
These products are not for personal use and may require verification before fulfillment.
By ordering, you confirm the item will be used professionally, not for personal consumption or unauthorized resale. Verification documentation may be requested, and orders may be refused or canceled if misrepresented.

Order Review & Non-Compliance

Fusion Flavours may cancel an order and issue a partial refund (retaining up to 20%) if:

  • required verification is not provided within 5 business days, or

  • the intended use is misrepresented.

This administrative fee is final and non-negotiable once the order enters manual review.

Purchaser Responsibility

You are responsible for complying with all laws and regulations regarding the use of purchased items. Fusion Flavours assumes no liability for misuse, misrepresentation, or any consequences from improper use or resale. You are responsible for compliance with municipal, provincial, federal, and international regulations.

Need Assistance?

If you have questions about special-order products, shipping timelines, or refund eligibility, please contact us at: info@fusionflavours.ca or visit our Contact Page.