Returns, refunds, and cancellation rules for marketplace orders

This Return, Refund and Cancellation Policy explains how order cancellations, returns, refunds, food and grocery claims, and marketplace disputes are handled on the TIPID platform.

This Policy forms part of TIPID's Platform policies and should be read together with the TIPID Terms and Conditions, Seller Agreement, and Privacy Policy. If there is a conflict between this Policy and a seller-specific return policy, this Policy applies to marketplace-level decisions unless applicable law requires otherwise.

Nothing in this Policy limits non-waivable consumer rights under applicable law, including rights that may arise under the Ontario Consumer Protection Act, 2002 where applicable.

TIPID operates a marketplace platform that helps shoppers discover and buy products from independent sellers and helps sellers manage listings, stores, and orders.

Unless TIPID expressly states otherwise in writing, products listed on the Platform are sold by independent sellers, not by TIPID. TIPID does not manufacture products, guarantee the quality or safety of all listed goods, take title to every listed good, or act as merchant of record for every transaction.

Sellers remain responsible for:

• product quality, safety, legality, and accuracy
• product descriptions, images, pricing, stock, ingredients, allergens, warnings, and availability
• order preparation, fulfillment, pickup, and delivery readiness
• compliance with applicable product, food, tax, advertising, labelling, consumer, health, safety, import, and distribution laws
• reviewing and processing eligible cancellations, returns, refunds, replacements, and store credits
• refunds, chargebacks, penalties, liabilities, and dispute losses arising from their business, products, listings, or fulfillment

TIPID may help facilitate communication, payment workflows, return requests, support, trust and safety review, and dispute handling.

Sellers may maintain their own return, exchange, cancellation, or refund policies. A seller's policy may be more generous than this Policy, but it may not reduce non-waivable consumer rights, seller obligations under the Seller Agreement, or TIPID marketplace obligations.

Seller policies must be accurate, lawful, and not misleading. TIPID may review, restrict, or override seller-specific policies where reasonably necessary to protect customers, preserve marketplace trust, enforce Platform policies, resolve operational deadlocks, or comply with legal obligations.

Before Preparation, Dispatch, or Shipment

A customer may request cancellation before an order has been prepared, packed, dispatched, shipped, or made ready for pickup.

The seller may approve the cancellation and issue a refund if the order has not yet been processed. The seller may decline the cancellation if the order has already been prepared, packed, dispatched, shipped, customized, made ready for pickup, or otherwise processed.

After Preparation, Dispatch, or Shipment

Orders that have already been prepared, dispatched, shipped, or made ready for pickup generally cannot be cancelled. They may still be eligible for return, replacement, store credit, partial refund, or full refund under this Policy, the seller's lawful policy, payment-provider rules, or applicable law.

Custom, Perishable, and Time-Sensitive Orders

Orders for perishable goods, prepared foods, fresh grocery items, custom-made products, personalized products, or time-sensitive products may not be cancellable once preparation has started.

Customers may request a return, replacement, store credit, partial refund, or full refund if:

• the wrong item was received
• an item is missing from the order
• an order was partially fulfilled
• the item was damaged during delivery
• the item is defective
• the item is missing parts, components, or accessories
• the item is spoiled, expired, unsafe, recalled, or otherwise not fit for sale
• the item significantly differs from the product listing or description
• an order was not delivered where delivery was confirmed and paid for
• a cancellation, refund, replacement, or other remedy is required by applicable law

TIPID, the seller, or a payment provider may request evidence before resolving a claim. Evidence may include proof of purchase, photos, videos, packaging, labels, expiry dates, lot numbers, delivery records, order records, messages, or other supporting information.

Unless the seller provides a longer period or applicable law requires otherwise:

• claims for food, grocery, perishable, refrigerated, frozen, prepared, spoiled, missing, expired, unsafe, or incorrect items must be submitted within 24 hours of delivery or pickup
• claims for damaged, defective, wrong, missing-component, not-as-described, or partially fulfilled non-perishable orders should be submitted within 7 days of delivery or pickup
• change-of-mind returns are available only if accepted by the seller's lawful store policy

Late requests may be denied if the delay prevents TIPID or the seller from reasonably verifying the issue.

For health, safety, hygiene, or product-integrity reasons, the following items are generally not eligible for physical return:

• fresh food products
• frozen food products
• refrigerated products
• meat, poultry, seafood, dairy, and similar perishable products
• prepared foods
• opened consumable products
• opened health, wellness, beauty, or personal care products
• custom-made or personalized products
• gift cards
• downloadable digital products
• products marked final sale, where permitted by law

These items may still be eligible for a refund, replacement, store credit, partial refund, or other remedy if they are wrong, damaged, defective, unsafe, recalled, spoiled, expired, missing, partially fulfilled, materially different from the product description, or otherwise required to be remedied by law.

Due to food safety requirements, food and grocery items usually cannot be physically returned after delivery or pickup.

Customers must inspect food and grocery orders promptly upon receipt. Claims for damaged, spoiled, missing, expired, unsafe, or incorrect food items must be submitted within 24 hours of delivery or pickup.

Customers may be required to provide:

• photos of the product
• photos of packaging, labels, expiry dates, lot numbers, or seals
• order number and delivery or pickup information
• a description of the issue

Approved food or grocery claims may result in one or more of the following:

• replacement product
• store credit
• partial refund
• full refund
• another remedy required by law

If a customer believes a food product is unsafe, spoiled, contaminated, expired, or otherwise not fit for consumption, the customer should not consume it. Sellers remain responsible for applicable food safety, labelling, storage, handling, transport, and recall obligations.

If a product is recalled or presents a safety risk, the seller must cooperate with TIPID, customers, regulators, service providers, and any applicable recall process.

TIPID may remove listings, notify affected customers, suspend sales, restrict seller accounts, hold payouts, or take other action where reasonably necessary to protect customers, comply with law, or preserve marketplace integrity.

Refunds, replacements, disposal instructions, or other remedies for recalled or unsafe products will be handled based on the recall instructions, applicable law, Platform policy, and the facts of the order.

Seller Error or Product Issue

If a return is approved because of seller error or a product issue, including a wrong item, missing item, defective item, damaged item, missing component, unsafe product, or materially not-as-described item, the seller is generally responsible for reasonable return shipping or return coordination costs.

Customer Preference

If the seller accepts a return for customer preference reasons, including changed mind, ordered wrong item, or no longer needed, the customer may be responsible for return shipping, delivery, pickup, restocking, or handling costs where permitted by law and disclosed by the seller.

Return Instructions

Customers must follow return instructions provided by the seller or TIPID. Items returned without authorization or to the wrong address may be delayed, refused, or ineligible for refund.

Return, refund, and cancellation requests are generally reviewed within 15 days of submission. Review timelines may vary depending on the information provided, seller cooperation, product type, payment-provider requirements, and whether additional evidence is needed.

When a refund is approved, TIPID or the seller will initiate the refund to the original payment method whenever possible.

Payment-provider, bank, card-issuer, and Stripe processing times may take additional time after approval. Refunds commonly take 5 to 15 business days after approval or after the returned item is received and inspected, but timing is not guaranteed.

Refunds may exclude delivery fees, service fees, return shipping, payment processing charges, restocking charges, or other amounts where permitted by law and disclosed at purchase. Taxes will be handled according to applicable tax rules.

Depending on the issue, product type, seller policy, payment-provider rules, and applicable law, an approved claim may be resolved through:

• replacement
• repair, where applicable
• store credit
• partial refund
• full refund
• cancellation of the affected item or order
• another remedy required by law

For multi-item orders, the remedy may apply only to the affected item or affected portion of the order, not necessarily the entire order.

Customers are responsible for providing accurate delivery, pickup, and contact information and for being available to receive or pick up orders.

Refunds may be denied, reduced, or subject to additional fees if an order cannot be completed because of:

• incorrect or incomplete address information
• customer unavailability for delivery
• missed pickup window
• refusal to accept delivery
• failure to respond to seller, courier, or TIPID communications
• customer instructions that prevent successful delivery or safe fulfillment

Perishable, prepared, refrigerated, or frozen products may not be refundable after a failed delivery or missed pickup caused by the customer.

If a buyer and seller cannot resolve a return, refund, cancellation, fulfillment, or delivery issue, TIPID may review the dispute.

TIPID may consider:

• order records
• product listings and seller policies
• messages between buyer and seller
• delivery, pickup, courier, or shipping information
• photos, videos, packaging, labels, and other evidence
• payment, refund, chargeback, payout, and settlement records
• applicable Platform policies, payment-provider rules, and laws

TIPID may make a final marketplace determination where needed to protect customers, preserve marketplace trust, enforce Platform policies, resolve operational deadlocks, or comply with legal obligations.

Sellers must cooperate with TIPID's review process, provide requested records, and comply with final marketplace dispute determinations.

TIPID may deny a request, limit account features, suspend an account, terminate an account, hold or offset payouts, remove listings, or take other action if a request:

• contains false, misleading, altered, or incomplete information
• involves abuse of the return, refund, cancellation, or dispute process
• shows evidence of fraud, theft, chargeback abuse, or bad faith
• violates TIPID policies or seller policies
• involves unsafe, unlawful, or prohibited conduct

TIPID may cooperate with payment providers, sellers, delivery partners, regulators, courts, government bodies, law enforcement, or affected parties where appropriate.

Customers are encouraged to contact the seller or TIPID Support before filing a chargeback so the issue can be reviewed through the marketplace process.

If a chargeback is filed, TIPID may pause or adjust the marketplace dispute process while the payment provider reviews the chargeback. TIPID may also delay, block, reverse, refuse, hold, or offset transactions, refunds, or payouts where fraud, chargeback, legal, operational, or compliance concerns exist.

TIPID may collect, use, disclose, and retain order information, payment-related information, delivery or pickup information, photos, uploaded files, support messages, refund records, dispute records, and related evidence to process orders, payments, refunds, disputes, seller payouts, fraud reviews, safety reviews, compliance reviews, and legal obligations.

Personal information is handled in accordance with the TIPID Privacy Policy.

TIPID may update this Policy from time to time. The updated version becomes effective when posted, unless a later date is stated.

Where required by law or where a change is material, TIPID may provide additional notice through the website, email, account notice, seller dashboard notice, or another reasonable method.

For return, refund, cancellation, dispute, support, and legal questions, the following contact details apply.

Legal entity:

• Tipid
• Sole proprietorship

Notice and support contacts:

• General support: support@tipid.ca
• Legal notices: legal@tipid.ca
• Privacy matters: privacy@tipid.ca
• Mailing address: Weir Chase, Mississauga, Ontario, Canada L5V 2W7