Return & Refund Policy

Effective Date: September 16, 2025

This Return & Refund Policy applies to purchases made through Makilala.ca (food & beverages) and shop.makilala.ca (merchandise & packaged goods). It is governed by the laws of the Province of Ontario and applicable federal laws of Canada.

1. Makilala.ca — Food & Beverages (Restaurant Purchases)

Legal Basis: Per Ontario consumer protection laws, prepared food and beverages are perishable and generally not returnable except as required by law.

All Sales Are Final. We do not accept returns or exchanges once an order is prepared or picked up.

Exceptions: Refunds or replacements may be considered only if:

  • Incorrect item was received
  • Item was unsafe, contaminated, or materially defective at the time of pickup or delivery

Notify us within 24 hours with photos and order details. Remedies may include replacement, store credit, or refund, as permitted by law.

Non-Refundable Situations:

  • Change of mind or taste preference
  • Customer ordering mistakes
  • Delivery delays caused by third parties

2. Shop.makilala.ca — Merchandise & Packaged Goods

Legal Basis: Complies with the Ontario Consumer Protection Act, 2002. Nothing limits statutory consumer rights.

Case-by-Case Returns: Certain items may be returned at Makilala’s sole discretion. Approval is not automatic and does not set precedent.

Conditions for consideration:

  • Return request within 14 days of delivery
  • Item unused, unworn, unopened, in original packaging
  • Item not marked as final sale

Items with signs of use, damage, or tampering will be rejected.

Final Sale Items (unless case-by-case approval granted or required by law):

  • Food items and consumables
  • Opened or used packaged goods
  • Sale or clearance items
  • Gift cards

Additional Case-by-Case Notes: Certain items, such as seasonal products, limited editions, or fragile items, may be reviewed individually. Approval is based on condition, packaging, and reason for return. Each request is evaluated independently. Processing times may vary.

3. Damaged or Incorrect Items (Shop Orders)

For damaged, defective, or incorrect orders:

  • Notify within 48 hours of delivery
  • Provide photos and order details

We will provide replacement, refund, or remedy as required by Ontario law. Some items may require case-by-case assessment, especially if damage is partial or due to third-party shipping.

4. Return Shipping & Refund Processing

  • Customer pays return shipping unless error is ours
  • Original shipping fees are non-refundable
  • Refunds issued to original payment method
  • Processing time: 5–10 business days after inspection
  • Case-by-case returns may have adjusted processing times depending on item inspection complexity

5. Policy Abuse

Excessive, abusive, or bad-faith return requests may be denied. Case-by-case approvals do not set precedent.

6. Changes to This Policy

Makilala may update this policy at any time. The version at the time of purchase applies.

7. Contact Us

For questions or return requests:

Makilala
105 Church St, Toronto, ON M5C 2G3
📧 Contact Us
📞 (416) 366-7444