Refund & Return Policy

Effective Date: April 13, 2026

At Legacy Biome, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we’re here to help make the return process simple and transparent. Please review the policy below.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • 30-Day Window: Returns must be initiated within 30 days of the delivery date.
  • Product Condition: Items must be unopened, sealed, and in their original condition.
  • Proof of Purchase: A valid order number or confirmation email is required.
  • Shipping Costs: Customers are responsible for return shipping costs. Original shipping fees (if any) are non-refundable. We recommend using a trackable shipping method.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Products returned after the 30-day return window
  • Products that have been opened, used, or have broken seals
  • Empty or fully consumed products
  • Subscription orders that have already been processed or shipped
  • Custom-made or prescription-based products

Note: Subscription renewals can be cancelled at any time before the next billing cycle.

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email our support team at support@legacybiome.com with your order number and reason for return.
  2. Ship Your Return: Once approved, securely package the item and ship the product using a trackable method at your own expense.
  3. Refund Processing: Once your return is received and inspected, we will process your refund within 5–7 business days. Refunds will be issued to your original method of payment. Please allow an additional 4–10 business days for your bank or credit card provider to complete the transaction.

4. Return Addresses

Please send your return to the appropriate address based on your location:

Canada Returns:
Legacy Biome — Returns Department
49199 Chilliwack Lake Rd
Chilliwack, BC, Canada

United States Returns:
Legacy Biome — Returns Department
1000 Windridge Dr
Maryville, TN, USA

5. Compassionate Exceptions

We understand that unexpected situations can arise. If your pet has passed away or can no longer use the product due to a medical condition, please contact us. We review these situations on a case-by-case basis and will do our best to provide a fair and compassionate resolution.

6. Damaged or Incorrect Orders

If you receive a damaged or incorrect item, please contact us within 7 days of delivery. Include your order number and clear photos of the issue. We may require photo verification to process your claim. Once confirmed, we will arrange a replacement or issue a full refund at no additional cost to you.

7. Contact Us

If you have any questions about this policy or need assistance with a return, please reach out: