Complaints Policy

Report a product or order issue quickly, and get a response from our Regulatory Department.

If a product or an order does not meet your expectations, or if you need to report a quality issue, Kinami Health makes it simple to submit a complaint directly from your account. Every report is reviewed by our Regulatory Department.

Who can submit a report?

All registered Kinami Health customers in Canada can submit a complaint or report through the Report a Complaint section in My Account.

How can I submit a report?

What information do I need to provide?

Your basic customer information is automatically retrieved from your account.

You will need to provide:

Complaint type
Order number
Product
LOT number
Expiry date
Number of units affected
Description of the complaint or report

If your report concerns more than one product, you can add multiple products to the same submission.

Who reviews my report?

All submitted reports are reviewed by the Regulatory Department.

When will I receive a response?

Our team aims to respond within 2 business days of receiving your report. For cases requiring additional review or information, the process may take longer.

If your complaint concerns a damaged, misrepresented or inactive product, it will also be assessed under our Return & Refund Policy. If the issue involves an adverse reaction in a patient, it can also be reported to Health Canada.

Who can I contact with questions?

For questions regarding complaints or the reporting process, please contact our Regulatory Department at [email protected].