Terms of sale
Last updated: July 15, 2026
A distance purchase
Any order placed on this site is a “distance contract” under Quebec's Consumer Protection Act. This gives you specific rights, described below, that we cannot reduce — even if you choose to pick your order up at the clinic: what matters is how the order is placed, not how you receive it.
Who is selling to you
- MerchantSHAY Médico-Esthétique
- Address111 Rue Chabanel Ouest #604, Montréal (QC) H2N 1C8
- Emailinfo@shaymedico.ca
The products
The products sold are ZO Skin Health® products, distributed by SHAY Médico-Esthétique as an authorized reseller. ZO Skin Health® is a trademark of its owner. Information on product composition and use is the manufacturer's and appears on the packaging.
Prices and taxes
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.
Payment
We only take advance payment by credit card, because it is the only method that gives you the right to request a chargeback from your financial institution (ss. 54.3 and 54.14 CPA).
Payment is processed by our payment provider. We never see or store your card number.
Before confirming, you may review your cart, change quantities, correct your details or abandon the purchase. No order is concluded until you confirm payment.
Delivery
Terms, timelines and fees are detailed on the Delivery 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 we email you.
If you do not receive it, write to us: 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: an email is enough. 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.
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. Any return offered outside those situations is a commercial policy of the clinic.
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, write to us at info@shaymedico.ca. You may also contact the Office de la protection du consommateur, which informs consumers and receives their complaints.
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