Terms of sale
Last updated: August 11, 2026
A distance purchase
Any order placed on this site is a “distance contract” under Quebec's Consumer Protection Act: you order without meeting us, and we ship your products to you. This gives you specific rights, described below, that we cannot reduce.
Who is selling to you
- MerchantSHAY SKIN, trade name of Shay Médico-Esthétique Inc. (NEQ 1177409779)
- Address111 Rue Chabanel Ouest #604, Montréal (QC) H2N 1C8
- Phone+1 438 796-3111
- Write to usinfo@shayesthetiques.ca · Contact form
- Tax numbersTPS 745675504RT0001 · TVQ 1229366129TQ0001
Our two written contact channels are info@shayesthetiques.ca and the form above: both reach management directly, and we reply to the address you enter. An @shayskin.ca address, however, would bounce: that domain does not receive mail.
The products
The products sold are ZO Skin Health and Vivier products, distributed by SHAY SKIN as an authorized reseller. Each brand named is a trademark of its owner. Information on product composition and use is the manufacturer's and appears on the packaging.
The stock and prices shown in the shop come live from our sales system. If a product becomes unavailable between your order and its preparation, we tell you and fully refund the part that was not shipped.
Prices, taxes and discounts
Prices shown are in Canadian dollars, before taxes. GST (5%) and QST (9.975%) are added and itemized separately at checkout.
The exact total you will pay — products, taxes and, where applicable, shipping — is itemized for you before you confirm payment. We will never charge you more than the advertised price.
Shipping is calculated at checkout based on your address and shown before you confirm payment. Shipping is free on orders of $100 or more before taxes. That amount is measured after your discount codes are applied: if a code brings your order under $100, shipping fees apply again.
Sign up for our newsletter and we will send you your welcome code: 15% off your order. It can be used once per customer, at checkout, and does not combine with another code.
Payment
Payment is made online, on a secure checkout hosted by Shopify. Shopify receives your card number, processes it and calculates taxes and shipping: we never see or store your card number.
We take advance payment by credit card — including when it is presented through Apple Pay, Google Pay or Shop Pay — because a card gives you the right to request a chargeback from your financial institution (ss. 54.3 and 54.14 CPA). PayPal is also accepted at checkout; the chargeback remedy described below then assumes your PayPal account is itself funded by a credit card.
Before confirming, you may review your cart, change quantities, correct your details or abandon the purchase. No order is concluded until you confirm payment.
Shipping
You choose at checkout: delivery within Quebec, or free pickup at our counter, 111 Chabanel Street West in Montreal. Terms, timelines and fees are detailed on the Shipping and returns page.
Your copy of the contract
The law requires us to send you a written copy of your contract within 15 days of the order, in a form you can keep and print. It restates your name and address, the date, and all of the information above as it was disclosed to you. In practice, this is the order confirmation the checkout emails to the address you entered.
If you do not receive it, write to us through the contact form: this is not administrative trivia — it is what starts your cancellation periods running.
Your cancellation rights
These rights are given to you by law. They depend on no policy of ours, and we cannot waive them on your behalf.
Cancel within 7 days if we failed to inform you
You may cancel the contract within 7 days of receiving your copy of it if, before the purchase, we failed to disclose all the information required by law; if we did not give you the opportunity to accept, refuse or correct your errors; if the contract does not contain what it must; or if we did not send it to you in a form you can keep and print. If you notice the failure later, the period runs from delivery of your order or from receipt of your credit card statement.
30 days if we never send you the contract
If we fail to send you a copy of the contract within 15 days of it being entered into, the cancellation period becomes 30 days, running from the date the contract was entered into.
Cancel if the order is late
As long as we have not performed our main obligation, you may cancel if we fail to perform within 30 days of the announced date — or, if no date was set, within 30 days of the order.
How to cancel
Simply send us a notice to that effect. The law requires no particular form: this site's contact form is enough, and so is a phone call followed by a message through the form. The contract is cancelled by operation of law as soon as the notice is sent — our acceptance is not required.
Refund within 15 days, return at our expense
We must refund every amount you paid within 15 days of the cancellation. On your side, you return the products in the condition in which you received them, within 15 days of the cancellation or of delivery if delivery comes later. Reasonable return costs are ours to bear.
Chargeback: your recourse if we fail to refund
If we fail to refund you and you paid by credit card, you may — within 60 days of our default — ask your card issuer in writing for a chargeback of all amounts paid and the cancellation of related charges. The issuer must acknowledge receipt within 30 days, then process the chargeback within 90 days of the request (or at most two complete statement periods, whichever is shorter). This recourse is exercised with your financial institution, not with us, and we cannot obstruct it.
Returns: what the law does not grant
Let us be honest rather than flattering: the Consumer Protection Act does not provide a general right to return a product simply because you changed your mind. The rights above arise when we fail our obligations or are late in delivering.
Skincare products are cosmetics: for hygiene reasons, we do not take back a delivered product, opened or not, when you simply change your mind. This takes nothing away from your cancellation rights above, nor from your legal warranty. And if a product arrives damaged, incomplete, not matching your order or defective, write to us through the contact form within 14 days of delivery: we replace it or refund you, at our expense.
This of course does not affect your legal warranties: a product must serve the purpose for which it is intended and last a reasonable time.
Requesting a chargeback
If we were to default on refunding you, your request to your card issuer must be in writing and contain:
- Your name as it appears on the credit card
- The credit card number and its expiry date
- The merchant's name
- The date the contract was entered into
- The amount charged and the amounts the merchant must refund
- A description of the products concerned
- The reason for the cancellation
- The date of the cancellation and how the notice was sent
Questions and recourse
For any question about an order, use our contact form or call +1 438 796-3111. You may also contact the Office de la protection du consommateur, which informs consumers and receives their complaints.
See also our privacy policy and our legal notice.
These terms restate the obligations under sections 54.1 to 54.16 of the Consumer Protection Act (CQLR, c. P-40.1). In case of any discrepancy, the statute prevails: https://www.legisquebec.gouv.qc.ca/fr/document/lc/P-40.1