Effective Date: September 18, 2026
© 2026 Spicy Friends Ltd.
This policy forms part of our Store and Membership Terms. It does not limit consumer rights that cannot lawfully be waived.
This policy applies only to purchases from Spicy Friends. It does not apply to Vendor Market listings or to transactions with listing owners. See the Terms of Use (Section 13.1).
1. Contact us
To request a cancellation, return, or refund, email [email protected] with your order number, account email, the item or membership involved, and the reason for the request. Do not email banking credentials, full card numbers, government identification, or intimate media.
2. Cancelling a merchandise order
You may ask to cancel a merchandise order before it ships. We will try to stop fulfillment, but cancellation is not guaranteed after processing begins. If we cancel an unshipped order, we will refund the amount paid for the cancelled items and related shipping charges.
If an order has shipped, use the return process below. If we cannot ship within the promised time—or, for a United States order with no stated shipping time, within 30 days—we will provide any notice, consent option, cancellation, and prompt refund required by law.
3. Standard merchandise returns
Unless a product page states a more generous policy, you may request a return within 30 calendar days after delivery if:
- the item is unused, unworn, unwashed, and in resalable condition;
- original tags and packaging are included where reasonably possible;
- you provide proof of purchase; and
- the item is not excluded under Section 4.
Contact us before sending anything. We will provide return instructions and, where applicable, a return authorization. Unauthorized returns may be delayed or refused where the law permits.
For a standard change-of-mind return, you are responsible for return shipping and the risk of loss in transit. Original outbound shipping and cross-border duties are not refundable unless required by law or the return results from our error.
After we receive and inspect an eligible return, we will refund the eligible purchase price to the original payment method or another lawful method agreed with you. Processing time may depend on the bank or payment provider.
4. Return exclusions
The following are final sale and cannot be returned for change of mind where applicable law permits:
- worn, washed, altered, damaged, or incomplete goods;
- intimate apparel, swimwear with a removed hygiene liner, opened personal products, or other sealed hygiene-sensitive goods after the seal is broken;
- personalized or custom-made products;
- gift cards or promotional items with no amount paid; and
- items clearly marked final sale before purchase.
These exclusions do not apply to a defective, unsafe, materially misdescribed, or incorrect item where the law provides a remedy.
5. Defective, damaged, unsafe, or incorrect goods
Inspect merchandise promptly after delivery. Contact us with the order number and a description of the issue. We may request non-sensitive photographs reasonably needed to assess the product or shipping damage.
Where we sent the wrong item, or an item is defective, damaged on arrival, unsafe, or materially different from its description, we will provide the remedy required by law and may offer replacement, repair, refund, or prepaid return shipping. Do not continue using a product that may be unsafe.
Product safety incidents may need to be reported to regulators and suppliers. We may contact you for additional non-sensitive details, provide safety instructions, or issue a recall notice.
6. Lost or undelivered merchandise
Use the process in our Shipping and Delivery Policy. If an order cannot be delivered or is confirmed lost, we will provide a replacement or refund as required by law and the circumstances. We may investigate with the carrier before issuing a remedy.
7. Current prepaid Supporter access
Current Supporter access purchased by Interac e-Transfer is a one-time, fixed-term purchase, not an automatically renewing subscription.
Subject to applicable law, each member is eligible for at most one discretionary refund of a Supporter payment during the lifetime of that member's account. After a refund has been issued, later Supporter purchases are non-refundable except where required by law. If a refund is issued, we may revoke or adjust the related Supporter access and linked-profile coverage.
8. Future recurring memberships
We do not currently offer recurring subscriptions. If they become available, enrollment, renewal, and online cancellation are described in the Store and Membership Terms.
Cancellation stops future renewal charges and normally takes effect at the end of the current paid billing period. Access ordinarily continues until then. We do not provide prorated or partial-period refunds for a properly disclosed recurring membership merely because it was unused or cancelled mid-period, except where applicable law requires a refund or we state otherwise at checkout.
If you are charged after an effective cancellation, charged an amount you did not authorize, or unable to use the disclosed cancellation method, contact us promptly. We will investigate and provide any refund required by law.
9. Refund timing and method
Approved refunds are issued to the original payment method where reasonably possible. An Interac e-Transfer refund may require us to confirm a safe destination without requesting online banking credentials.
We aim to initiate approved refunds promptly. Where a specific deadline applies, we will meet that deadline. For example, qualifying refunds for unshipped United States merchandise are generally initiated within seven working days when not made through a seller credit account. Your financial institution may take additional time to post the credit.
Store credit or a gift card will not replace a cash or payment-method refund where the law requires a monetary refund.
10. Chargebacks and legal rights
Contacting us first often resolves a problem faster, but this policy does not remove any lawful right to dispute a payment through a financial institution or seek a statutory remedy. False disputes and fraudulent reversals remain prohibited by the Acceptable Use Policy.
11. Contact
Spicy Friends Ltd.
Attn: Returns and Billing Support
7242 Wellington Rd 124
Guelph, Ontario, Canada N1H 6J3
[email protected]