Your Satisfaction is Our Priority

At Ilias and Sons, we are passionate about producing award-winning Greek extra virgin olive oils, organic olives, and gourmet products. We believe you will love our products, but if for any reason you are not completely satisfied, we will make it right within the policy outlined below.

Email: help@iliasandsons.com
Phone: 1-888-914-6777

How to Request a Refund, Replacement, or Store Credit

If you are not satisfied with your purchase, you may request a refund, replacement, or store credit within 4 days of receiving your order by emailing us with:

• Your order number
• Product details and reason for the request
• A photo of the product (if applicable)

What’s Covered

We gladly offer refunds, replacements, or store credit in the following cases:

• Damaged or Defective Products
  If your product arrives broken, leaking, we will send a replacement or issue a refund or store credit.
• Incorrect Orders
  If you receive the wrong item(s), we will correct it at no extra cost.
• Quality Concerns
  If you are unhappy with taste or quality, we offer store credit toward your next purchase.

Cold-Weather & Temperature Advisory 

Because we are based in Ottawa, Canada, many orders travel through sub-zero temperatures between November and March. Natural products like extra virgin olive oil and honey may react to temperature changes in ways that are normal, expected, and not considered damage or defect.

The following are normal and NOT eligible for refund or replacement:

• Olive oil that becomes cloudy, thick, solid, or waxy due to cold temperatures
• Olive oil that appears crystallized or grainy
• Bottles where the cork or cap appears slightly raised or loose due to freezing/expansion, as long as the seal is intact and no leakage occurred
• Natural sediment, harvest variation, or colour differences
• Honey that has crystallized or thickened

These changes are temporary and fully reverse:

Simply allow the product to sit at room temperature for 24 hours and it will return to normal consistency, clarity, and flavour.

These conditions are not considered “damaged” or “defective” under this policy.

Order Cancellations

Every order placed with Ilias and Sons is prepared promptly to maintain freshness and small-batch quality. Because of this, we are unable to accommodate cancellations due to:

• Change of mind
• Finding a lower price
• Purchasing from another supplier

These requests fall outside our satisfaction guarantee.

If a discretionary cancellation is approved prior to shipment:

• A 10% administrative and restocking fee will apply
• All payment-processing fees (credit card, PayPal, etc.) will be deducted

Once an order has shipped, all sales are final.

This policy ensures fairness to all customers and supports the sustainability of our small-batch operations.

Subscriptions

Subscription purchases are covered under this policy; however, all subscriptions activated with an introductory or discounted first order require a minimum three-order commitment.

If a cancellation is requested before the three-order minimum is reached:

• The difference between the subscription discount and retail price will be charged
• A 10% administrative and processing fee will apply

Alternatively, customers may continue their subscription for the remaining term to retain discounts and benefits.

Once a subscription order has shipped, all sales are final.

Important Terms and Conditions

• Refunds are processed to the original payment method within 5–7 business days after approval
• Store credit does not expire
• Shipping charges are non-refundable unless the error was ours
• All refund/return requests must be made within 7 days of delivery

Greek Experience Tasting Events

Bookings for our tasting events are non-refundable once confirmed. In cases of inclement weather or unforeseen circumstances, we offer a one-time complimentary rebooking.

International Orders

International customers are responsible for return shipping costs unless the item was defective or incorrect.
Free shipping promotions apply only to Canada and U.S. addresses.
International returns may take 2+ weeks due to customs clearance.

Wholesale and Large Order Return Policy (Orders $500 or More)

Orders of $500 or more are subject to:

• 20% restocking fee
• $50 administrative fee
• Payment-processing and fulfilment fees non-refundable
• Customer responsible for return shipping unless the item was defective or incorrect
• Custom or special orders are non-refundable

Refunds are processed only after returned products have been received, inspected, and approved.

Why Choose Ilias and Sons

• Certified Organic and Non-GMO
• No additives, preservatives, or fillers
• Award-Winning Quality (NYIOOC)
• Trusted by 4500+ customers with 450+ 5-star reviews

Questions?

Email: help@iliasandsons.com
Phone: 1-888-914-6777