Refund policy

Your Satisfaction is Our Priority

At Ilias and Sons, we take pride in producing award-winning Greek extra virgin olive oils, organic olives, honey, and gourmet food products. Due to the nature of consumable food items and applicable food safety regulations, all sales are final, subject to the limited exceptions outlined below.

All refund, replacement, or store credit requests are reviewed on a case-by-case basis, at our discretion, and must meet the criteria outlined in this policy.

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

Important Food Safety Notice – No Returns

For health and safety reasons, we do not accept returns of any food products, including but not limited to olive oil, olives, honey, vinegar, or any consumable or ingestible item.

Once food products leave our control, they cannot be resold or reintroduced into inventory.

How to Request a Refund, Replacement, or Store Credit

If you believe there is an issue with your order, you must contact us within 4 days of delivery with:

Your order number
Product details
A clear description of the issue
Photo evidence, where applicable

Requests submitted outside this timeframe may not be reviewed.

What May Be Considered (No Returns Required)

While returns are not permitted, we may offer a replacement, store credit, or refund in the following situations after verification:

Damaged or Defective Products
If an item arrives broken, leaking, or clearly defective due to fulfillment or transit issues, we will review the claim and determine the appropriate resolution.

Incorrect Orders
If you receive the wrong item, we will correct the issue at no additional cost.

Quality or Taste Concerns
Taste is subjective. If you are dissatisfied with flavour or profile, we may offer store credit toward a future purchase. Refunds are not issued for subjective taste preferences.

Cold-Weather and Temperature Advisory

Because we ship from Ottawa, Canada, many orders travel through sub-zero temperatures between November and March. Natural food products may react to temperature changes in ways that are normal and expected.

The following conditions are normal and are not considered damage or defects:

Olive oil becoming cloudy, thick, solid, waxy, crystallized, or grainy
Honey crystallization or thickening
Natural sediment, harvest variation, or colour differences
Slightly raised or loosened caps caused by temperature expansion, provided the seal is intact and no leakage has occurred

These changes are temporary and fully reversible. Allow the product to sit at room temperature for 24 hours to return to normal consistency, clarity, and flavour.

These conditions are not eligible for refunds, replacements, or store credit.

Order Cancellations

Orders are prepared promptly to maintain freshness and small-batch quality.

Cancellations are not permitted due to change of mind, finding a lower price, or purchasing from another supplier.

If a discretionary cancellation is approved prior to shipment only:

A 15 percent administrative and restocking fee will apply
All payment processing fees will be deducted

Once an order has shipped, all sales are final.

Subscriptions (Returns and Refunds)

Subscriptions offer discounted pricing in exchange for a minimum purchase commitment and are subject to the same food safety and final-sale principles outlined in this policy.

All discounted subscriptions require a minimum commitment of three (3) fulfilled orders, regardless of delivery frequency selected.

Once the three-order minimum commitment has been completed, subscriptions may be adjusted, paused, or cancelled at any time.

Subscription changes or cancellations must be made before the next scheduled order enters its processing window. Once a subscription order has entered processing or has shipped, it is considered confirmed and final sale and is not eligible for refund, return, or cancellation for that order cycle.

Orders that have already been processed or shipped are not eligible for refunds.

In limited cases where an early cancellation is approved as an exception before the three-order minimum commitment is fulfilled, the following will apply:

A 15 percent administrative and processing fee to cover inventory reservation, fulfillment preparation, payment processing, and administrative handling
Any discounted subscription pricing applied to fulfilled orders may be retroactively adjusted to reflect regular (non-subscription) pricing

Subscriptions are billed automatically to the payment method provided at checkout. By enrolling in a subscription, customers consent to recurring charges until cancellation is completed in accordance with this policy.

Any attempts to bypass the minimum commitment through skipped orders, failed payments, or billing modifications may result in the subscription being restricted, adjusted, or cancelled with applicable fees.

If a subscription payment fails due to an expired card, insufficient funds, or changes to the payment method, the order will not be processed until payment is successfully completed. Customers are responsible for maintaining accurate and up-to-date payment information. Subscriptions with unresolved payment issues may be paused or cancelled without fulfillment.

International Orders

All international orders are final sale due to international shipping, customs handling, and food safety regulations.

If an international shipment is damaged or lost in transit, a claim must be filed with the shipping carrier. Ilias and Sons will assist by submitting the carrier claim on the customer’s behalf, provided all required documentation, including photos and packaging evidence, is supplied within the required timeframe.

Refunds, replacements, or shipping reimbursements for international orders are issued only after the carrier has completed its investigation and approved compensation. Reimbursement amounts are limited to the amount approved and paid by the carrier.

Ilias and Sons is not responsible for delays related to carrier investigations, foreign customs authorities, or international transit handling.

Wholesale and Large Orders (Orders of $500 or More)

Orders of $500 or more are subject to the following terms:

15 percent restocking fee, where applicable
$50 administrative fee
Payment processing and fulfillment fees are non-refundable
Customer is responsible for return shipping if approved
Custom or special orders are non-refundable

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

Greek Experience Tasting Events

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

Why Choose Ilias and Sons

Certified Organic and Non-GMO
No additives, preservatives, or fillers
Award-winning quality with international recognition
Trusted by over 4,500 customers with hundreds of five-star reviews

Questions?