Refund Policy

Effective Date: June 30, 2026 | Last Updated: June 30, 2026

1. Introduction

At Scotia Connect, we are committed to providing our customers with high-quality food products and an exceptional experience. We understand that situations may arise where a refund or exchange is necessary, and we strive to handle all such requests fairly, promptly, and in accordance with applicable Canadian consumer protection laws, including the Consumer Protection Act and relevant provincial regulations.

This policy outlines the conditions under which refunds, exchanges, and cancellations are accepted, as well as the procedures for submitting a request. Our goal is to ensure full transparency and customer satisfaction at every step of the process.

2. Eligibility Conditions for Refunds

To be eligible for a refund from Scotia Connect, the following general conditions must be met:

• The request must be submitted within the applicable timeframe outlined in Section 3 of this policy.
• The item(s) in question must have been purchased directly through scotia-connext.com.
• You must provide valid proof of purchase, such as your order confirmation number or receipt email.
• The issue must fall under one of the approved refund categories described below.

2.1 Approved Refund Categories

Refunds will be considered under the following circumstances:

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes listed below. Requests made outside these windows may not be eligible for a full refund, at our discretion.

4. Non-Refundable Items and Services

The following items and situations are generally not eligible for a refund:

• Products that have been fully consumed, with the exception of health or safety complaints.
• Items purchased during a final sale, promotional clearance, or marked as non-refundable at the time of purchase.
• Refund requests submitted beyond the applicable timeframe without prior written exception granted by Scotia Connect.
• Orders where the customer provided an incorrect delivery address, resulting in failed or misdirected delivery.
• Products that were rejected or not accepted at delivery without a valid reason.
• Delivery fees and service charges, unless the order was not delivered at all.
• Customized or special-order food items prepared specifically to your request, unless they arrive damaged or incorrect.
• Digital gift cards or vouchers once redeemed.

5. How to Request a Refund — Step-by-Step

To request a refund from Scotia Connect, please follow the steps outlined below:

1. Step 1 — Contact Us: Reach out to our customer support team by emailing [email protected] or visiting scotia-connext.com. Use the subject line: "Refund Request – Order #[Your Order Number]".
2. Step 2 — Provide Order Details: In your message, include your full name, email address used at checkout, order number, date of purchase, and a clear description of the issue.
3. Step 3 — Submit Supporting Evidence: Attach photographs or videos clearly showing the issue (e.g., damaged packaging, wrong product, spoiled food). This step is strongly recommended to expedite your claim.
4. Step 4 — Await Review: Our customer support team will review your request and respond within 2–3 business days. We may request additional information or documentation during this period.
5. Step 5 — Refund Decision: Once your request has been reviewed and approved, you will receive a confirmation email stating the refund amount and the estimated processing time based on your payment method.
6. Step 6 — Refund Issued: The approved refund will be processed to your original payment method within the timeframe specified in Section 6.

6. Refund Processing Times by Payment Method

Once a refund is approved, processing times vary depending on the payment method used at the time of purchase:

Please note that while we process refunds promptly on our end, your financial institution may take additional time to reflect the transaction in your account. Scotia Connect is not responsible for delays caused by third-party banking institutions.

7. Partial Refunds

In certain situations, a partial refund may be issued rather than a full refund. Partial refunds apply in the following circumstances:

• Only a portion of the order was damaged, missing, or incorrect, while the remainder was received in satisfactory condition.
• The customer has consumed a portion of the product before identifying a quality concern.
• A promotional discount was applied to the order and only part of the order qualifies for a refund.
• Delivery charges are excluded from the refund where partial delivery was successfully completed.

In all cases, the partial refund amount will be communicated to the customer prior to processing, and the customer will have the opportunity to accept the partial refund or escalate the matter through our dispute resolution process outlined in Section 10.

8. Exchange Policy

Scotia Connect offers product exchanges under the following conditions:

• An exchange will be offered when a wrong item was delivered and the correct item is available in stock.
• Exchanges are subject to product availability and may not always be possible for perishable or limited-stock items.
• If an exchange is not available, a full refund will be issued instead.
• Exchange requests must be submitted within the same timeframes as refund requests (see Section 3).
• Scotia Connect will cover the cost of re-delivery for exchanges resulting from our error.

To request an exchange, please contact us at [email protected] and specify that you prefer an exchange rather than a refund. Our team will confirm availability and arrange the replacement shipment as quickly as possible.

9. Cancellation Policy

9.1 Cancelling an Order Before Processing

You may cancel your order free of charge if the cancellation is requested before the order has entered the preparation or dispatch phase. To cancel, contact us immediately at [email protected] with your order number. If your order has not yet been processed, a full refund will be issued to your original payment method.

9.2 Cancelling an Order After Processing Has Begun

Once an order has been prepared or dispatched, cancellations may not be accepted. In such cases:

• If the order has already been dispatched, you may refuse delivery. Please note that delivery fees may not be refunded in this case.
• If the order involves a perishable item that has entered preparation, cancellation may not be possible and no refund will be issued unless there is a qualifying issue upon delivery.

9.3 Subscription or Recurring Orders

If you have subscribed to a recurring food delivery plan through scotia-connext.com, you may cancel your subscription at any time by logging into your account and adjusting your subscription settings, or by contacting our support team. Cancellations must be submitted at least 48 hours before the next scheduled order to avoid being charged for that cycle. Orders already processed within an active billing period are non-refundable unless they meet the eligibility criteria in Section 2.

10. Dispute Resolution Process

Scotia Connect is committed to resolving all customer concerns in a fair and timely manner. If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:

1. Step 1 — Internal Escalation: Reply to your refund decision email and request a senior review. Provide any additional documentation or reasoning that supports your claim. Our escalation team will review the matter within 5 business days.
2. Step 2 — Written Complaint: If you remain unsatisfied, you may submit a formal written complaint to [email protected] with the subject line "Formal Dispute – Order #[Your Order Number]". A senior representative will respond within 7 business days.
3. Step 3 — External Regulatory Bodies: If the dispute cannot be resolved internally, Canadian customers have the right to contact the following bodies for assistance:
   • Competition Bureau Canada: For issues related to misleading advertising or unfair business practices.
   • Provincial Consumer Protection Offices: Depending on your province of residence (e.g., Ontario's Consumer Protection Ontario, or the BC Consumer Protection Authority).
   • Canadian Anti-Fraud Centre (CAFC): For concerns related to fraudulent transactions.
4. Step 4 — Credit Card Chargeback: If all internal resolution attempts have been exhausted, you retain the right to contact your credit card provider or financial institution to initiate a chargeback process in accordance with your cardholder agreement.

11. Policy Amendments

Scotia Connect reserves the right to update or amend this Refund Policy at any time without prior notice. Any changes will be reflected on this page with a revised effective date. We encourage customers to review this policy periodically. Continued use of our website and services following any updates constitutes acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund, exchange, and cancellation inquiries, please contact our customer support team using the details below. We aim to respond to all messages within 2 business days.