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Refund Policy

Buyer Protection Policy with Return & Refund Compliance

Last Updated: [2026-01-11]

1. Purpose

This policy establishes a clear, consistent, and lawful framework for handling returns, refunds, and disputes on the ALOVA Canada platform.

It is designed to:

  • Protect buyers’ statutory rights under Canadian consumer protection laws

  • Hold vendors accountable to fair business practices

  • Maintain ALOVA Canada’s role as a neutral marketplace intermediary

2. Marketplace Role Disclosure

ALOVA Canada operates as a multi-vendor marketplace platform and is not the seller of goods or services unless expressly stated.

Vendors are independent businesses and remain responsible for:

  • Product or service quality

  • Fulfillment and delivery

  • Refunds, returns, and cancellations

ALOVA Canada facilitates transactions and dispute communication but does not act as a court, arbitrator, or merchant of record.

3. Buyer Rights

Buyers may request a return, refund, or remedy where permitted by vendor policy and applicable law, including where:

  • An item is damaged, defective, unsafe, or materially not as described

  • A service does not match the agreed-upon description

  • An order is not delivered within the disclosed timeframe (unless delays were communicated and accepted)

Buyers must initiate refund or dispute requests within a reasonable timeframe, typically within 7 calendar days of delivery or service completion, unless otherwise required by law.

Nothing in this policy limits a buyer’s rights under applicable Canadian consumer protection legislation.

4. Vendor Responsibilities

Vendors must:

  • Clearly disclose refund, return, and cancellation policies prior to checkout

  • Apply policies consistently and in good faith

  • Respond to buyer inquiries and refund requests within 3–7 business days

  • Accept returns or provide remedies where required by law (e.g., defective, misrepresented, or non-delivered goods)

  • Process approved refunds within a reasonable timeframe, typically within 7 business days

Failure to comply may result in platform enforcement actions.

5. Non-Returnable / Non-Refundable Items

Unless defective or misrepresented, the following items are generally non-returnable due to hygiene, safety, or legal considerations:

  • Perishable goods (e.g., food, beverages)

  • Personal care or health products

  • Digital goods or services once delivered

  • Customized or made-to-order items

Vendor policies must clearly disclose any non-returnable items in advance.

6. Dispute Resolution Process

Step 1: Buyer–Vendor Resolution

Buyers should first contact the vendor directly through the ALOVA Canada platform to seek resolution under the vendor’s stated policies.

Step 2: Vendor Response

Vendors are expected to respond within 3–7 business days.

Step 3: Escalation to ALOVA Canada

If unresolved, either party may escalate the matter to ALOVA Canada Support by providing:

  • Order details

  • Description of the issue

  • Relevant evidence (e.g., messages, photos, delivery confirmation)

Step 4: Platform Review

ALOVA Canada may review the information to:

  • Verify compliance with platform rules

  • Confirm vendor policy disclosure

  • Identify potential platform or payment errors

  • Facilitate communication between parties

ALOVA Canada may recommend a resolution but does not issue binding decisions.

Step 5: External Remedies

If a dispute remains unresolved, buyers and vendors retain the right to pursue external remedies available under applicable law, including chargebacks or legal claims.

7. Platform Errors

If a dispute arises due to a verified ALOVA Canada platform or payment processing error (e.g., duplicate charge), ALOVA Canada will take appropriate corrective action, including issuing refunds where required.

8. Chargebacks & Payment Disputes

Buyers are encouraged to use ALOVA Canada’s internal dispute process before initiating a chargeback.

Vendors are responsible for:

  • Responding to chargebacks related to their transactions

  • Providing required evidence to payment processors

  • Bearing chargeback fees or consequences arising from their sales

Excessive or abusive chargebacks may result in account restrictions.

9. Enforcement & Compliance

ALOVA Canada reserves the right to enforce platform rules, including:

  • Temporary payout holds

  • Listing or account restrictions

  • Suspension or removal for repeated non-compliance

These actions relate solely to platform access and do not replace legal processes.

10. Policy Updates

ALOVA Canada may update this policy from time to time to reflect legal, operational, or marketplace changes. Continued use of the Platform constitutes acceptance of updated policies.