Refund Policy

Please note that certain exceptions apply and the refund policy may be revised in the event of a public holiday, summer vacation closure, weather conditions that may affect the processing and delivery process, any strike, inventory shortage or any other unusual situation.

*Please note that we may wait to receive the missing products before finalizing your order and shipping it, and if the timeframe is deemed reasonable on our part for the receipt of the items. We reserve the right to refund your missing items at any time. No partial shipments of orders will be made.

Perishable and frozen products – No returns, exchanges or refunds
Due to the perishable or frozen nature of our products, no returns, exchanges, or refunds are possible once payment has been confirmed. This policy is intended to comply with current health standards and ensure the quality of the products delivered to all our customers.

Customer Responsibilities
Complete and exact address:
It is the customer's responsibility to provide a complete delivery address, including all useful information (apartment number, access code, etc.).
Any omission or error may result in the loss, return or theft of the package without the possibility of replacement or refund.

Package tracking and quick recovery:
The customer must track their package using the tracking number provided upon shipment and collect it upon delivery.
Any package not claimed within the carrier's timeframe will be returned to our distribution center. Return and reshipping fees will be charged if a new shipment is possible.

Absence of the customer during delivery:
If you are not present at the time of delivery, it is your responsibility to contact the transport company to arrange collection of your package.
No replacement, refund or resend will be given in case of failure to collect on time, refusal or return due to incomplete or incorrect address.

Smile Rewards Program Policy:

The Smile Rewards Program (the “Program”) is offered by Keys Nutrition and allows customers (“Members”) to accumulate and redeem Smile points (“Smile Points”). By joining the Program, the Member agrees to these terms and conditions.

1. Eligibility and Membership

Membership in the Program is free and no initial purchase is required.

To accumulate Smile Points, the customer must:

Create a Smile account with a valid email address;

Present your Smile account when shopping in store or online.

Without an active Smile account, no Smile Points will be awarded, and no retroactive adjustments can be applied after the transaction.

2. Accumulation of Smile Points

Members accumulate 3% of the net value of their purchases (before taxes, after discounts) in the form of Smile Points.

Points are automatically added to the Member's Smile account after confirmation of the transaction.

No Points will be awarded for:

Gift cards;

Delivery costs;

The amounts given in donations or sponsorships;

Products excluded at the discretion of Keys Nutrition.

Smile Points have no monetary value and cannot be redeemed for cash.

3. Redeeming Smile Points

Smile Points can be redeemed in-store or online as a discount applicable to an eligible transaction.

The Member must be identified (email address associated with the account) to apply their Points.

Points must be used at the time of the transaction; no retroactive exchange will be possible.

The value of the discount is determined by the available balance in the Member's Smile account.

4. General conditions

The Smile Points discount cannot be combined with any other promotion, coupon, discount or special offer, unless otherwise stated.

In the event of a return or cancellation, the Points accumulated on the initial purchase will be deducted from the Member's account.

Keys Nutrition reserves the right to modify, suspend or terminate the Smile Program at any time without notice.

Abusive or fraudulent use of the Program (e.g., opening multiple accounts, providing false information) may result in the suspension or deletion of the Smile account.

5. Confidentiality and communications

Personal information related to the Smile account is processed in accordance with the Keys Nutrition Privacy Policy.

By joining the Program, the Member consents to receive communications related to his/her Smile account and the rewards offered.

In-store customer rewards program:

No Smile account = no 3%.

The 3% is not a direct discount on the invoice, but a loyalty reward in Smile Points, applicable only if a Smile account is active at the time of purchase.

Exceptions and special cases
Error on our part:
In the event of an obvious error in the preparation of the order (example: wrong product sent, incorrect quantity), contact us within 48 hours of receipt, with supporting photos at info@keysnutrition.com
Upon validation, an adjustment or credit may be offered at the discretion of Keys Nutrition.

Product damaged upon delivery:
If a product is damaged during transport, notify us within 24 hours with clear photos of the package and the product at info@keysnutrition.com We will assess the situation with the carrier, but no refund or replacement is guaranteed unless there is irrefutable proof and validation from the carrier.

Heavy, bulky products or those intended for remote areas
Additional charges may apply for delivery of heavy, bulky, or remote products, even if the order amount exceeds the free delivery threshold. These charges are non-negotiable, imposed by the carrier, and cannot be refunded or absorbed by Keys Nutrition.

Disclaimer:
Keys Nutrition declines all responsibility for any loss, theft, damage or delay resulting from an incorrect address, omission of information, failure to comply with recovery deadlines, or a decision or action taken by the carrier.

No exceptions to this policy will be granted unless confirmed in writing by Keys Nutrition.

Thank you for your understanding and trust.
Customer Service
Keys Nutrition

info@keysnutrition.com