Refund policy
RETURN, EXCHANGE AND REFUND POLICY
Last updated: April 30, 2026
At Alcyon, all sales are final. This policy applies to exceptions: damaged products, breakage during delivery, or an error on our part.
All sales are final
For reasons of hygiene, food safety, and quality, all Alcyon products may not be returned, exchanged, or refunded once the order has shipped, except in the cases described below.
This includes:
changes of mind after the order
orders refused or unclaimed at the carrier's pickup point (see our Shipping Policy for applicable fees)
preferences in taste or texture
gift cards
Cases covered by this policy
We replace or refund orders in the following situations:
Damaged product on arrival: broken jar, compromised contents, apparent manufacturing defect.
Error on our part: missing product, wrong product sent, wrong quantity.
Confirmed breakage during transport.
How to report an issue
Write to us at info@alcyonsel.com within 7 days of receiving your order, including:
your order number (shown in your confirmation email)
a description of the issue
clear photos of the affected product and, if relevant, of the parcel's outer packaging
Why 7 days: after this window, we can no longer process the claim, because carriers themselves apply strict time limits for their own investigations in case of breakage or loss.
Why photos: they let us understand quickly what happened, document the breakage with the carrier if needed, and propose the right solution. If taking photos is an obstacle, please feel free to write to us anyway.
How we handle your request
Once your request is received, we process it as soon as we can (generally within 2 to 5 business days). If accepted, two options are offered:
A replacement of the product, shipped at no extra cost to the original delivery address (subject to availability)
A full refund of the affected product, credited to the payment method used for the original order
If the product is out of stock, we'll offer a refund or store credit based on your preference. The time it takes for the refund to appear on your statement depends on your financial institution, generally 5 to 10 business days.
No need to return the product
In most cases, we won't ask you to return the damaged product. Once the photo is taken and the claim is confirmed on our end, the product can be discarded or used as you see fit.
Cancelling an order
You can ask us to cancel an order as long as it hasn't shipped yet. Write to us as quickly as possible at info@alcyonsel.com with your order number, and we'll do our best to step in on time.
That said, some orders are prepared and shipped very quickly after they come in, sometimes within hours. If your parcel is already in the carrier's hands when you write to us, cancellation is no longer possible and the standard return policy applies.
Legal warranty
This policy is in addition to your rights as a Quebec consumer under the Civil Code of Quebec and the Consumer Protection Act. It does not replace or limit them. For more information, visit opc.gouv.qc.ca.
Contact us
Alcyon Sel de Mer Inc.
27 chemin des Buttes
Havre-aux-Maisons, Quebec G4T 5L4
info@alcyonsel.com
We're a small team with a high volume of emails. Thank you for your patience and your kindness, it means a lot, and we'll get back to you as soon as we can.