Delivery and returns
Last updated: July 15, 2026
Receiving your order
Clinic pickup
111 Rue Chabanel Ouest #604, Montréal (QC) H2N 1C8
We email you as soon as your order is ready. Come by with your confirmation.
Delivery
Timelines
The announced timeline is not set yet. Until it is, the statutory rule applies: if we have not fulfilled your order within 30 days of the purchase, you may cancel it and be fully refunded.
Shipping fees
No shipping fee has been set yet. Whatever it turns out to be, it will be shown and added up in front of you before you confirm payment — never discovered afterwards.
Cancelling and getting refunded: what the law gives you
This part does not depend on us. These are rights set out in Quebec's Consumer Protection Act for any distance purchase, and they apply even if we wrote the opposite elsewhere on this site.
As long as we have not fulfilled your order, you may cancel it if we are more than 30 days past the announced date — or, if no date was announced, 30 days after your purchase.
If we failed to disclose, before the purchase, information the law requires (our identity, the itemized price, timelines, conditions…), you have 7 days to cancel — 30 days if we never sent you your copy of the contract.
When you exercise this right, we refund every amount you paid within 15 days. You return the products in the condition in which you received them, within 15 days of the cancellation or of delivery if it comes later. Reasonable return costs are ours to bear, not yours.
How to cancel
- Email us at info@shaymedico.ca. A plain email is enough: the law requires no form.
- The contract is cancelled as soon as your notice is sent. We do not have to approve it.
- We refund you within 15 days, taxes and fees included.
- If we fail to refund you and you paid by credit card, you have 60 days to request a chargeback from your card issuer. The procedure is detailed in the terms of sale.
Returning a product: what the clinic decides
What follows is different from the previous section, and the distinction matters. No law requires a merchant to take back a product you no longer want, or that you did not like. A return in that case is a commercial gesture by the clinic, not a right.
ZO products are cosmetics: once the seal is broken, the product cannot be resold, and its integrity can no longer be guaranteed to another client. That is why returning an opened product is handled separately.
In every case, if a product arrives damaged, does not match what you ordered, or is defective, write to us: that is not a convenience return and it does not fall under this section.
The periods cited (7, 15, 30 and 60 days) come from sections 54.8 to 54.16 of the Consumer Protection Act (CQLR, c. P-40.1): https://www.legisquebec.gouv.qc.ca/fr/document/lc/P-40.1