Refund policy

We want every Akileine product to bring you complete satisfaction. If it doesn't, here is how to proceed.

1. Time limit and conditions

You have thirty (30) days from the delivery date to return a product purchased on akileine.ca.

To be accepted, the product must be:

unopened and unused, with its seal, tamper-evident cap or original packaging intact;
in its original packaging, in resalable condition;
accompanied by your order number.

For hygiene and safety reasons, cosmetic products that have been opened, unsealed or used cannot be taken back, unless they are defective (see section 5).

2. Return procedure

Write to us at info@akileine.ca with your order number, the product(s) you wish to return and the reason. We reply within two (2) business days.
Wait for our confirmation before shipping anything: we will send you the return address and an authorization number.
Pack the product carefully, in its original packaging, with a copy of your order confirmation.
Ship it to the address provided. We recommend a service with a tracking number; we cannot be held responsible for a return parcel lost in transit.

Return address: Laboratoire Larima ltée, 1027, boulevard des Entreprises, local 107, Terrebonne (Québec) J6Y 1V2. Never return a product directly to the manufacturer.

3. Return shipping costs

Return shipping is at your expense, unless the return results from an error on our part (wrong product, damaged or defective product). In that case, we provide a prepaid return label or reimburse your shipping costs upon presentation of the receipt.

The original delivery charges are not refunded, except in the case of an error on our part.

4. Refund

Once the returned product has been received and inspected, we confirm acceptance of the return by email and issue the refund to the payment method used for the order, within ten (10) business days. Depending on your financial institution, the amount may take a few extra days to appear on your statement.

If the refund is slow to arrive, check with your financial institution first, then write to us at info@akileine.ca: we will follow up.

5. Damaged or defective product, or order error

If your parcel arrives damaged, if a product is defective or if you receive an item different from the one you ordered, write to us within five (5) days of delivery, with one or two photos of the product and the packaging. We will send you a replacement at no charge or refund you in full, whichever you prefer. You do not need to return a damaged product unless we ask you to.

6. Exchanges

We do not exchange products for other products. If you would like a different product, return the first one following the procedure above and place a new order.

7. Products bought from a foot care professional, a sports store or another retailer

This policy applies only to purchases made on akileine.ca. For an Akileine product bought from a foot care professional, a sports store or another retailer, contact the point of sale; its return policy applies.