Legal · Policies
B True Inc., operating as True Nature · Montreal, Quebec, Canada
Section 01
Due to the perishable and consumable nature of all True Nature products, we do not accept returns once an order has been fulfilled and shipped. This applies regardless of whether the product has been opened or remains sealed.
This position is adopted in accordance with the health and safety provisions of the Food and Drugs Act (Canada) and Quebec's Consumer Protection Act (CQLR c P-40.1), which permit the exclusion of return rights for perishable and sealed food goods where the safety and integrity of returned product cannot be guaranteed.
Section 02
| Scenario | Outcome |
|---|---|
| Change of mind / no longer want the product | Not Eligible |
| Product opened or partially consumed | Not Eligible |
| Incorrect product ordered by customer | Not Eligible |
| Product arrived damaged, defective, or wrong item sent by us | Case-by-case · Contact us within 72 hrs · Photo evidence required |
| Product arrived with broken seal or visible contamination | Case-by-case · Contact us within 72 hrs · Photo evidence required |
| Order confirmed lost in transit by carrier | Case-by-case · Carrier investigation required |
Section 03
B True Inc. takes the quality and integrity of every shipment seriously. If your order arrives damaged, defective, or incorrect, we will review your claim on a case-by-case basis and work with you to find a fair resolution. Resolutions may include a replacement shipment, a store credit, or a partial or full refund — determined at our discretion based on the specific circumstances of your claim.
Approved refunds will be processed within 5–7 business days from the date of written claim approval and returned to your original payment method. Please note that your financial institution may require additional time to post the refund to your account.
We do not cover damage resulting from improper storage by the customer after delivery, natural variations in food products (colour, size, texture), or dissatisfaction with taste or personal preference.
Section 04
To submit a claim, send an email to info@btrue.ca with the subject line: "Order Claim – [Your Order Number]". Your claim must include all of the following:
Incomplete claims will not be reviewed. You will receive a written response within 3 to 5 business days of a complete and valid claim submission.
Section 05
If your tracking information confirms your order as delivered but you have not received it, notify us at info@btrue.ca within 72 hours of the stated delivery date. We will initiate an investigation with the carrier on your behalf. Refunds or replacements for lost orders are issued only after a carrier investigation formally confirms non-delivery.
B True Inc. is not responsible for orders confirmed as delivered to the address provided at checkout. It is the customer's sole responsibility to ensure the shipping address is accurate and accessible.
Section 06
Orders may be cancelled only if the cancellation request is received before the order has entered fulfilment — typically within 24 hours of placement. Once an order has entered fulfilment it cannot be cancelled, modified, or redirected.
To request a cancellation, contact us immediately at info@btrue.ca with your order number. We will make reasonable efforts to action cancellation requests before fulfilment begins but cannot guarantee cancellation once an order has been placed into our processing queue.
Section 07
By placing an order with True Nature, you agree to contact us directly at info@btrue.ca to attempt resolution of any issue before initiating a chargeback or payment dispute with your financial institution. B True Inc. reserves the right to contest any chargeback filed where this policy was clearly communicated at purchase and the customer has not first attempted direct resolution with us.
Section 08
Nothing in this policy is intended to derogate from or waive the mandatory consumer protection rights afforded to Quebec residents under the Consumer Protection Act (CQLR c P-40.1) or any other applicable Quebec consumer legislation. To the extent that any provision of this policy conflicts with a mandatory, non-waivable statutory right, that statutory right shall prevail.
If you believe your statutory consumer rights have not been respected, you may contact the Office de la protection du consommateur (OPC) at www.opc.gouv.qc.ca or by telephone at 1-888-672-2556.
Email: info@btrue.ca (Subject: Order Claim – [Order Number])
Response time: 3–5 business days for complete claim submissions
Refund processing: 5–7 business days from written approval
Address: B True Inc., operating as True Nature · Montreal, Quebec, Canada
Last reviewed and updated: May 2026
Légal · Politiques
B True Inc., faisant affaire sous le nom True Nature · Montréal, Québec, Canada
Section 01
En raison de la nature périssable et consommable de tous les produits True Nature, nous n'acceptons pas les retours une fois qu'une commande a été traitée et expédiée, que le produit ait été ouvert ou qu'il reste scellé.
Cette position est adoptée conformément aux dispositions de la Loi sur les aliments et drogues (Canada) et de la Loi sur la protection du consommateur du Québec (RLRQ c P-40.1).
Section 02
| Situation | Résultat |
|---|---|
| Changement d'avis / produit non désiré | Non admissible |
| Produit ouvert ou partiellement consommé | Non admissible |
| Mauvais produit commandé par le client | Non admissible |
| Produit arrivé endommagé, défectueux ou mauvais article envoyé | Cas par cas · Nous contacter dans les 72 h · Photos requises |
| Produit arrivé avec un sceau brisé ou une contamination visible | Cas par cas · Nous contacter dans les 72 h · Photos requises |
| Commande confirmée perdue par le transporteur | Cas par cas · Enquête transporteur requise |
Section 03
B True Inc. prend au sérieux la qualité de chaque envoi. Si votre commande arrive endommagée ou incorrecte, nous examinerons votre réclamation au cas par cas et travaillerons avec vous pour trouver une résolution équitable. Les remboursements approuvés seront traités dans un délai de 5 à 7 jours ouvrables à compter de la date d'approbation écrite.
Section 04
Envoyez un courriel à info@btrue.ca avec l'objet : « Réclamation de commande – [Votre numéro de commande] ». Votre réclamation doit inclure :
Section 05
Rien dans cette politique ne vise à déroger aux droits de protection des consommateurs accordés aux résidents du Québec en vertu de la Loi sur la protection du consommateur (RLRQ c P-40.1). Si vous estimez que vos droits n'ont pas été respectés, vous pouvez communiquer avec l'Office de la protection du consommateur (OPC) au www.opc.gouv.qc.ca ou au 1-888-672-2556.
Courriel : info@btrue.ca (Objet : Réclamation – [Numéro de commande])
Délai de réponse : 3–5 jours ouvrables
Remboursement : 5–7 jours ouvrables à compter de l'approbation écrite
Adresse : B True Inc., faisant affaire sous le nom True Nature · Montréal, Québec, Canada
Dernière mise à jour : mai 2026