REVIVE CAFE is currently available only to business entities located in Canada outside Quebec. Quebec is not supported at this time; Orders cannot be placed for delivery into Quebec. REVIVE intends to extend REVIVE CAFE to Quebec in a future release on Quebec-specific terms.
Scope. This Policy governs cancellations, returns, and refunds on REVIVE CAFE. It is incorporated into the REVIVE CAFE Terms and Conditions. Capitalized terms have the meanings given in the Terms. REVIVE CAFE is a B2B platform; provincial consumer protection legislation does not apply.
Why we are strict. Many of the Products we distribute are sterile, lot-controlled, temperature-sensitive, regulated under Health Canada's Medical Devices Regulations, or otherwise unsuitable for resale once they have left REVIVE's controlled distribution chain. These risks are heightened where Products have been sold to a Reseller and may have been re-handled, re-stored, or transferred before a return is requested. This Policy reflects those realities and applies on stricter terms to Resellers (Section 6) while preserving fair remedies for end-use Customers.
1.1 Before shipment. A Customer may cancel an Order without charge before it has entered REVIVE's pick-and-pack process or been tendered to a carrier. Cancellation requests should be submitted through the Site or by email to orders@revivehealthcaregroup.com.
1.2 After shipment. Once shipped, an Order cannot be cancelled. The Customer may submit a return request under Section 2.
1.3 Special / custom orders. Orders for special, custom, lot-allocated, or large-quantity Products marked "Non-Cancellable" may not be cancelled once accepted.
1.4 Cancellation by REVIVE. REVIVE may cancel an Order at any time (including for pricing errors, regulatory holds, credit issues, or suspected fraud); the only remedy is a refund of amounts paid.
2.1 Eligibility. Subject to Section 3, a Customer may request return of an unopened, undamaged Product within thirty (30) days of delivery, provided: (a) the Product is in original, unopened, undamaged manufacturer packaging with all tamper-evident seals intact; (b) at least 12 months of shelf life remain (or, for short-dated Products, at least 75% of original shelf life); (c) the lot, expiry, and serial information matches the Order; and (d) the Product has not been removed from REVIVE's controlled distribution chain in a way that prevents resale (e.g., temperature excursion).
2.2 RMA required. All returns require a Return Material Authorization (RMA) from REVIVE. Email returns@revivehealthcaregroup.com. Products returned without an RMA may be refused.
2.3 Restocking fee. Approved returns are subject to a 15% restocking fee. The restocking fee is waived when the return is REVIVE's error (mis-pick or mis-ship) or required by a recall.
2.4 Return shipping. Except for REVIVE's error or a recall, the Customer pays return shipping and bears risk of loss until receipt at REVIVE's designated location.
The following are non-returnable except under Section 4(damaged/defective) or Section 5 (recall):
Notify REVIVE within the windows below; notice outside these windowsmay be refused (except for latent defects not discoverable throughreasonable inspection). Notice must include Order number, lot,expiry, and photos.
If REVIVE confirms damage, defect, or mis-pick, REVIVE will, at itsoption, replace, credit, or refund the Product. The Customer mustretain the affected Product (where safe) until REVIVE confirmsdisposition.
In the event of a recall, REVIVE will provide instructions, which mayinclude return at REVIVE's expense, secure destruction in place, orreplacement. The 15% restocking fee does not apply to recall returns.The Customer (and any Reseller) shall comply with recall instructionsand maintain records sufficient to demonstrate compliance.
6.1 Application. This Section 6 applies to any Customer that REVIVE has designated in writing as a Reseller (which requires a valid Health Canada MDEL). Where this Section conflicts with the rest of this Policy in respect of a Reseller, this Section governs.
6.2 Returns by Resellers. Reseller returns are accepted only at REVIVE's discretion and only where: (a) the Product is in original, unopened, undamaged manufacturer packaging with intact tamper-evident seals and all original case-pack quantities undisturbed; (b) the Product has not left the original ship-to address; (c) the return request is made within fourteen (14) days of delivery; (d) at least 18 months of shelf life remain; and (e) the Reseller delivers chain-of-custody documentation reasonably acceptable to REVIVE, including storage logs (for any temperature-controlled Product) and a signed certification that the Product has at all times been stored, handled, and transported per manufacturer specifications.
6.3 Restocking fee. Approved Reseller returns are subject to a 25% restocking fee (in lieu of the 15% in Section 2.3). Where chain-of-custody documentation is incomplete, REVIVE may refuse the return, accept it at a higher fee (up to 50%), or accept the Product for destruction without credit.
6.4 Recall cooperation. In addition to Section 5, a Reseller shall provide REVIVE with the Reseller's full downstream customer list for the affected lot(s) within forty-eight (48) hours of REVIVE's written request, and shall coordinate the recall through its sub-customer chain at the Reseller's cost. Failure to demonstrate downstream traceability may result in refusal of the recall return without credit.
6.5 Return shipping. Resellers pay return shipping in all cases, except for mis-pick or mis-ship reported within 48 hours of delivery.
Refunds are issued in Canadian dollars to the original payment method(or, for net-terms Customers, by credit memo). Refunds are processed within seven (7) Business Days after REVIVE receives and inspects the returned Product; card refunds may take an additional three (3) to seven (7) Business Days to appear on the Customer's statement. There fund equals the purchase price actually paid, less the applicable restocking fee and any non-refundable original shipping. Original shipping is non-refundable except for REVIVE's error or a recall.Applicable GST/HST/PST is adjusted in accordance with tax authority requirements. REVIVE may set off any refund or credit against amounts owing.
8.1 Chargebacks. If a charge is disputed, the Customer must contact REVIVE first before initiating a chargeback. REVIVE may suspend the Account if a chargeback is initiated without using REVIVE's dispute process.
8.2 Governing law. This Policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario. Disputes are resolved per Section 17 of the Terms (arbitration in Toronto).
8.3 Changes. REVIVE may revise this Policy from time to time; the version in effect on the date of Order acceptance governs that Order.
8.4 Contact.
Returns: returns@revivehealthcaregroup.com.
Orders: orders@revivehealthcaregroup.com.
Customer service: +1 (888) 900-0698.
All notices must include the Order number and (where applicable) lotand expiry.
