Policy · Last updated April 2026
Refund policy
Because we sell regulated health products, our refund terms are deliberately strict. They protect every customer by making sure the medicine they receive has not been opened, tampered with, or stored improperly.
Eligible for refund
- Unopened, undamaged items in original packaging
- Returned within 14 days of delivery or pickup
- Original order number (CP-YYYYMM-NNNN) referenced
Not eligible for refund
- Opened or partially used products
- Any item marked final sale or clearance
- Temperature-sensitive items (insulin, certain probiotics) once delivered
- Age-restricted products after identity verification has been completed on delivery
How to start a return
- Email orders@cloudpharmacy.ca with your order number and the item(s) you want to return
- We’ll reply within one business day with a return label or pickup time
- Drop off in-store at 55 Dundas St E, Toronto, or hand back to our delivery driver
How long a refund takes
Once we receive and inspect your return, we refund the card used at checkout via Stripe. Refunds usually appear within 5–10 business days depending on your bank.
Delivery-related refunds
If an order is lost, significantly delayed, or arrives damaged, we issue a full refund or re-ship at no cost. Contact us within 7 days of the expected delivery date.
Prescriptions
This shop sells over-the-counter products only. For questions about prescription refills or returns, please contact the main pharmacy at 647-748-1337.