Refund policy

1. Online Order Cancellation Policy

  • All à la carte orders must be canceled within 24 hours of placing your order for a full refund. You must contact our team within this timeframe to request a cancellation. All cancelled orders will be subject to a $1 cancellation fee. 

  • If more than 24 hours have passed, please reach out to our team for review. If approved, you will receive store credit instead of a refund.

  • Any order that has already been prepared and packed cannot be canceled.

  • Subscription Orders: No refunds will be processed for subscription orders once they have been charged. If you need to cancel after your subscription has been processed, please reach out to info@ketolibriyum.ca. If approved, a credit will be applied to your account for future use.

2. Adjustments to Orders

Once an order is placed, it is generally considered final, and changes may not be possible. However, in exceptional cases, you may contact our team to request modifications.

  • We require at least 72 hours’ notice before the set delivery date to process changes.
  • Under no circumstances can we accommodate changes within 48 hours of the scheduled delivery date.

3. Courier Orders & Delays

While we do our best to ensure timely deliveries, courier delays, though uncommon, can happen. A delivery window of 2-3 days is possible.

  • If your order is delayed up to 3 days, we are not automatically able to provide refunds.
  • If you have concerns about your order, please contact us, and we will address them.
  • All courier orders are packed with extra ice packs and temperature-controlled materials to maintain freshness, even in the event of a delay.

4. Best Before Dates

  • All fresh meals have a fridge life of 5–10 days.
  • We cannot guarantee that all meals will have a full 10-day fridge life, as this varies from meal to meal.
  • Frozen meals purchased from our retail stores may have a best-before date that has already passed—this is because the meal was frozen before the best-before date to preserve freshness and remains safe to eat when kept frozen.

5. Deliveries to Apartments & Condos

If you live in an apartment or condo unit, please note that we cannot guarantee delivery directly to your unit.

  • If the driver is unable to access your unit, your order will be left in the next best place (e.g., lobby, front entrance, concierge).
  • If you live in a secured building, we encourage you to monitor your email and notifications when your order has arrived so you can pick it up promptly.
  • We are not responsible for any lost or stolen items left outside units. If you have special delivery instructions, please include them in your order notes at checkout.

6. Online Returns & Refunds

Due to food safety regulations, we do not accept returns on food products, materials, or packaging.

  • If a food product was delivered to you damaged or incorrect, please contact info@ketolibriyum.ca within 7 days of receiving your order. If approved, a refund will be issued to your original payment method.
  • Delivery costs are non-refundable under any circumstances.

7. In-Store Returns & Refunds

  • No perishable food items can be returned once they have left the store.
  • Unopened shelf-stable products may be returned within one week of purchase with the original receipt, provided they are in good condition.
  • If a product was purchased with a quality issue or defect, you must notify staff within one week (in-store or online).
    • Refunds for perishable items will only be processed if reported within 7 days—after this, store credit may be applied instead.
    • Original proof of payment (receipt or email receipt) is required.

For issues relating to online pick-up orders, please contact info@ketolibriyum.ca, and our team will be happy to assist.

8. Lost / Stolen Packages

  • Ketolibriyum / Clean Cravings Kitchen is not responsible for lost or stolen packages.
  • All deliveries are contactless for your safety. Please monitor your text notifications and tracking links to ensure you receive your order.

9. Preset Meal Package

  • With our pre-set/prepaid meal packages, meals cannot be swapped. By purchasing this product, you agree to let our team select your meals for you.

Happiness Guaranteed

At Ketolibriyum / Clean Cravings Kitchen, we stand behind our products. If you’re not 100% satisfied with your purchase, let us know—we will do our best to make it right!