Refund policy

At Susgrainable, we’re committed to creating a world with less food waste — and that includes making mindful choices about returns. While we want you to love your purchase, we also encourage our customers to shop thoughtfully, as returning food products can create unnecessary waste and additional shipping emissions.

That said, if something’s not right, we’ll work with you to make it right.

Where to Return Items

  • Purchased from our website: Returns must be initiated directly with Susgrainable.

  • Purchased from another retailer: Please contact that retailer to arrange a return, exchange, or refund under their store policy.

Return Window

You have 30 days from the date you receive your order to request a return.

Return Eligibility

To keep things fresh — for you and the planet — returns are only accepted if:

  • The item is unused, unopened, and in its original packaging.

  • The item is in the same condition you received it.

  • You have proof of purchase (receipt, order confirmation email, or packing slip).

How to Start a Return

  1. Email us at hello@susgrainable.ca with your order number and return details.

  2. If approved, we’ll send:

    • A prepaid return shipping label (if applicable)

    • Step-by-step instructions

  3. Items sent without an approved return request will not be accepted.

Damaged, Defective, or Incorrect Items

Mistakes happen — if your item arrives damaged, defective, or not what you ordered, please contact us right away. We’ll evaluate the issue and provide a resolution, whether that’s a replacement, refund, or another fix.

Non-Returnable Items

Because we care about food safety and waste reduction, the following cannot be returned:

  • Perishable goods (including all food products)

  • Custom or personalized products

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Sale items (final sale)

If you’re unsure about a product, reach out before you buy so we can help you choose the right one.

Exchanges

Want something different? The quickest way is to return your original item and place a new order once the return is approved.

Refunds

Once we receive and inspect your return, we’ll let you know if the refund is approved. If approved, we’ll process the refund to your original payment method. Please allow extra time for your bank or credit card provider to complete the process.

Questions?

Email us anytime at hello@susgrainable.ca — we’re always happy to help you make the most of our upcycled goodies.