Last updated: July 5, 2026
This policy explains the conditions applicable to returns, replacements and refunds of products purchased from the Cosmo Lyo online store.
As our products are primarily food items, we pay particular attention to their quality, integrity, and storage conditions. For reasons of hygiene and food safety, returns due to a change of mind are generally not accepted.
1. Inspection of the order upon receipt
The customer must inspect their order upon receipt to verify:
- the condition of the shipping box;
- the integrity of the bags and packaging;
- the conformity of the products received with the order;
- the presence of visible damage;
- the quantity of products received;
- any apparent sign of alteration or contamination.
Any apparent damage, missing product, preparation error or problem visible upon receipt must be reported to Cosmo Lyo within a maximum of 72 hours after delivery.
A claim submitted after this period may be refused when it is no longer possible to reasonably establish that the problem existed at the time of delivery.
This requirement for prompt reporting does not, however, limit the rights that may apply under the legal guarantees provided by law, particularly when a defect was not reasonably detectable at the time of receipt.
2. Non-returnable products
Except in the case of defective, damaged, non-compliant or incorrectly shipped products, food products cannot be returned or exchanged.
We do not accept returns for the following reasons:
- change of mind or personal preference;
- taste, texture or appearance not matching customer preferences;
- product ordered in error by the customer;
- product or packaging opened;
- product partially consumed;
- product improperly stored after delivery;
- product exposed to moisture, excessive heat or unsuitable conditions;
- product whose packaging has been altered after delivery;
- Product purchased in liquidation, unless it is defective or non-compliant.
3. Damaged, defective or non-compliant products
When a product is received damaged, defective, unfit for consumption, not as ordered, or in compromised packaging, the customer must contact our support service as soon as possible.
Applications should be sent to:
E-mail : soutien@cosmolyo.ca
The application should include, where possible:
- the client's full name;
- the order number;
- the name of the product in question;
- a precise description of the problem;
- photographs of the product;
- photographs of the inner and outer packaging;
- a photograph of the batch number or date indicated on the product;
- a photograph of the shipping label, if the package was damaged during transport.
This information allows us to assess the situation, identify the possible cause of the problem, and determine the appropriate solution.
4. Prior authorization required
No product should be returned without prior authorization from Cosmo Lyo.
Returning a product without having contacted our support service does not guarantee that a replacement or refund will be granted.
Depending on the nature of the problem, Cosmo Lyo will be able to:
- request additional information or photographs;
- ask the customer to keep the product during the analysis;
- request the return of the product;
- instruct the customer on how to dispose of the product safely;
- provide a return label when a return is required.
5. Priority replacement
When a claim is accepted, Cosmo Lyo normally offers a product replacement as a priority.
The replacement may involve:
- the same product;
- an equivalent product, with the customer's agreement;
- the missing quantity;
- the complete order, when the situation warrants it.
The replacement will be shipped at no extra charge when the problem arises from an error by Cosmo Lyo, a product defect, or damage acknowledged to have occurred before or during delivery.
6. Refunds
A refund may be granted when:
- a replacement product is also received if it is defective, damaged or non-compliant;
- the replacement product is no longer available;
- Cosmo Lyo determines that a replacement is not possible or appropriate;
- The law requires that a refund be granted.
Unless otherwise provided by law, reimbursement is generally assessed after the replacement procedure has been followed.
All approved refunds will be applied to the payment method used for the order. The time it takes for the credit to appear may vary depending on the financial institution or card issuer.
Initial delivery charges are normally non-refundable, except when the refund results from an error by Cosmo Lyo, a defective product, a non-conforming product, or admissible damage.
7. Late or missing reimbursement
When a refund has been confirmed, a bank processing delay may apply before the credit appears in the customer's account.
If the refund does not appear after a reasonable period:
- double-check the account associated with the payment method;
- contact the card issuer or financial institution;
- Then contact Cosmo Lyo at soutien@cosmolyo.ca.
8. Incomplete order or wrong product received
When an item is missing or the wrong product has been shipped, the customer must contact us within 72 hours of delivery.
After verification, Cosmo Lyo will be able to ship the missing product or the correct product at no extra cost.
We may request photographs of the contents of the box, the delivery slip, the products received, and the shipping label.
9. Package damaged during transport
When a package shows visible damage upon receipt, the customer should:
- take photographs before opening the box;
- photograph the shipping label;
- photograph the inside of the box and the products;
- keep the packaging until the end of the analysis;
- Contact Cosmo Lyo within 72 hours.
These elements may be required in order to file a claim with the carrier.
10. Inadequate storage after delivery
Freeze-dried products are sensitive to humidity and excessive heat. They must be stored in their tightly closed packaging, in a dry place at room temperature.
Cosmo Lyo cannot be held responsible for any damage caused after delivery by:
- prolonged exposure to humidity;
- excessive heat;
- packaging left open or improperly resealed;
- inadequate storage;
- inappropriate handling;
- contamination that occurred after opening.
11. Return costs
When a return is requested and authorized due to a defective, damaged, non-compliant or incorrectly shipped product, Cosmo Lyo will advise the customer of the procedure to follow.
When Cosmo Lyo is responsible for the problem, the authorized return costs are normally borne by Cosmo Lyo.
The customer must not incur any return shipping costs without prior authorization. Costs incurred without authorization may not be reimbursed.
12. Refusal of delivery and unclaimed packages
A package refused without valid reason or not claimed from the carrier may be returned to Cosmo Lyo.
In such a situation, the initial delivery charges, the return charges billed by the carrier and other reasonably incurred costs may be deducted from any refundable amount, subject to the rights provided by law.
When the address error or failure to claim is attributable to the customer, additional charges may be required for a new shipment.
13. Commercial and B2B Orders
Commercial orders, cash orders, bulk orders and orders placed from a B2B account are also subject to this policy, unless a specific written agreement provides for different terms.
The commercial customer must inspect the products upon receipt and promptly report any anomalies, including damage, quantity discrepancies, product errors, or packaging problems.
14. Proof of purchase
Proof of purchase is required for all replacement or refund requests.
Proof of purchase may include:
- the order confirmation email;
- the invoice;
- the order number;
- proof of payment allowing the transaction to be traced.
15. Legal Guarantees
This policy does not limit the rights and remedies available to the consumer under applicable laws, including legal warranties relating to normal use, reasonable durability, conformity and hidden defects.
If a provision of this policy conflicts with an applicable legal obligation, the legal obligation shall prevail.
16. Policy Amendment
Cosmo Lyo may modify this policy to reflect changes in its practices, products, carriers, or legal requirements.
The applicable version is the one published on the website at the time of the order, subject to the rights provided by law.
17. Contact us
For any questions regarding a damaged product, a replacement, a refund, or this policy, please contact us:
Customer support service
E-mail : soutien@cosmolyo.ca
Please include your order number and any other relevant information so that we can process your request quickly.