1. The short version
Our products are fresh, perishable food, so we cannot accept returns once an order has shipped.
If your order arrives damaged, melted, incorrect or incomplete, tell us within 48 hours of delivery and we will replace it or refund it in full. No return shipment needed.
2. Why we can't take returns
Les en-cas protéinés de Juju makes small-batch cookie dough that is mixed, packed frozen and shipped under temperature control. Once a package leaves our facility we have no way to verify how it was stored, and food that has been out of our control cannot be resold or redistributed safely.
For that reason all sales are final, and we do not accept returns of opened or unopened product. This is a food-safety position, not a commercial one — and it does not affect your right to a remedy if something arrives in poor condition.
3. What we will replace or refund
Contact us and we will make it right if your order:
- arrives with damaged, crushed or leaking packaging;
- arrives melted or thawed because of a courier delay;
- contains the wrong flavour, wrong size or wrong item;
- is missing an item that appears on your order confirmation;
- arrives past its best-before date;
- shows a genuine quality defect on opening;
- never arrives, or is confirmed lost by the courier.
4. How to make a claim
Email info@jujusproteinsnacks.com within 48 hours of the delivery scan and include:
- your order number;
- a short description of the problem;
- photos of the product and of the outer shipping box, including any damage;
- for a temperature issue, a photo showing the state of the packaging and coolant if still present.
Photos matter — they are what we submit to the courier and to our distributors, who handle food claims under strict safety and hygiene protocols. A claim without photos is much harder for us to win on your behalf. Please keep the product and packaging until your claim is resolved. Do not eat a product you believe is unsafe.
We aim to respond within two business days.
5. Replacement or refund
Where a claim is approved, you choose either:
- A replacement, shipped on our next available dispatch day at no cost to you; or
- A full refund of the affected items, including the proportionate shipping cost.
Refunds go back to the original payment method. Once issued, the funds typically appear within 5 to 10 business days, depending on your bank or card provider. We do not charge a restocking fee, and we will never ask you to ship perishable product back to us.
6. What isn't covered
- Change of mind, or ordering the wrong flavour by mistake.
- Product that was delivered correctly but left sitting outside, in a mailroom or in a hot car after the delivery scan.
- Product stored outside the guidance on the label. Our snacks keep refrigerated or frozen for up to 3 months after delivery, and should be kept refrigerated once opened.
- Product past its best-before date because it was not refrigerated or frozen on arrival.
- Claims made more than 48 hours after delivery, unless the issue could not reasonably have been discovered sooner.
- Dislike of a flavour or texture. Taste is subjective and we can't refund on that basis — though we do want the feedback.
- Delivery delays caused by weather, strikes or other events outside the courier's control, where the product still arrives in good condition.
7. Shipping schedule and cold chain
Because the product is fresh and perishable, it is shipped frozen and never held in transit over a weekend. We dispatch on a strict weekday schedule:
- Orders placed Monday to Thursday before noon are dispatched the same day.
- Orders placed after noon on Thursday through Sunday are dispatched the following Monday.
Please refrigerate or freeze your order as soon as it arrives. If you will not be home on the delivery day, arrange for someone to collect it or choose a delivery address where it can be taken in promptly. We cannot cover product that was delivered in good condition and then left out.
8. Lost or delayed parcels
If tracking has not updated for two business days, or the courier marks the parcel as delivered but you cannot find it, contact us. We will open an investigation with the courier. Where a parcel is confirmed lost, or arrives so late that the product is no longer safe to eat, we will replace or refund it in full.
9. Cancelling or changing an order
Email us as soon as possible. We can usually amend or cancel an order at no charge up until it has been packed for dispatch. Once an order has been packed and handed to the courier we cannot recall it, and the terms above apply instead.
10. Subscriptions
Subscription orders are covered by everything above — if a recurring delivery arrives damaged, melted, incorrect or incomplete, make a claim the same way.
You are never locked in. You can skip a shipment, swap your flavour selection or cancel your subscription at any time from your account dashboard. Changes take effect from your next scheduled delivery; an order that has already been packed for dispatch cannot be cancelled.
11. Wrong address and refused delivery
Please double-check your shipping address at checkout. If an order cannot be delivered because the address was incorrect or incomplete, or delivery is refused, the product will not survive a return leg and cannot be refunded. We are happy to reship to a corrected address at your cost.
12. Bought in a store
This policy covers orders placed on this website. If you bought Les en-cas protéinés de Juju products from a retailer such as Metro, IGA, Popeye's or Shop Santé, please take the product and your receipt back to that store, since their own returns policy applies. Tell us anyway if there was a quality problem — we want to know.
13. Your legal rights
Nothing in this policy limits the rights you have under Quebec's Consumer Protection Act or other applicable Canadian consumer law, including the legal warranty that goods are fit for the purpose they are ordinarily used for and will last a reasonable length of time.
14. Contact us
Les en-cas protéinés de Juju
info@jujusproteinsnacks.com
See also our Terms & Conditions and Privacy Policy.