Refund policy

You may request a return within 14 days of receiving your order.  

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened with original seal intact, and in its original packaging.

Please note: we do not accept returns for open product. Personal taste preferences may vary. We offer samples of our products, and as such, do not accept returns for any products that have been opened. 

To start a return, you can contact us at support@thriveprotein.ca. Please note that returns will need to be sent to the following address: Thrive Protein, c/o CWD Logistics, 93 Sandford Fleming Drive, Unit 6, Collingwood, ON, L9Y 5A6

If your return request is approved, you must ship the item(s) back to Thrive. Shipping costs are the responsibility of the customer. You may arrange for your own shipping, or you may request a shipping label from us, with the cost being deducted off the refund. Once received and inspected, our team will issue a refund to the original payment method, less any shipping costs paid by Thrive on the original order. Shipping costs to Thrive will be deducted from the refund, even if the customer received free shipping at the checkout on their original order.

Items sent back to us without first requesting a return will not be accepted. Thrive may retain up to 20% of the item cost to cover lost fees due to the return, to be decided at the discretion of Thrive. Shipping fees paid on the original order are non-refundable. 

Please allow 2-3 business days for the refund to post to your original payment method. 

You can always contact us for any return questions at support@thriveprotein.ca. 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We require photographs of all damaged orders, including the box exterior, interior, and damaged product, as well as the packing slip. 

We require customers to hold onto damaged items for inspection by the shipping carrier for claims purposes. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchanges are processed in accordance with the above policy.