Product returns

We are aware that you occasionally purchase an item that does not meet your expectations. Our return policy is the same for online and in-store purchases.

1. All items purchased at Clinique Lafontaine can be returned within 15 days after purchase for a refund or exchange. Products with a warranty longer than this term can be repaired or replaced. Returns, exchanges, or warranties on an item without a receipt are not accepted. To be eligible for a refund or exchange, you must report the issue to customer service within 15 days of purchase. No exchange or refund will be applied for products returned without our prior approval.
2. Order error : A period of 15 days following the purchase allows you to claim an order error. If you received your order in poor condition or if we made a mistake during its preparation, you can contact us so that we can send you the missing items at no additional cost. It is your responsibility to check the contents of your order upon receipt. 
3. Good non-defective* : Returns are not accepted within 15 days after purchase. Return shipping costs are the responsibility of the customer. Products must be returned as new and in their original packaging. Returns outside the 15-day period will not be accepted. No refund of initial shipping costs will be made either. 
4. Defective item: If it is related to shipping, we will take the necessary steps with the carrier and cover the related costs if needed. If an item becomes defective within the first 15 days following the purchase, you can choose between a refund or an exchange. If this occurs after this period, the manufacturer's warranty terms will prioritize repair or replacement. To assess the ambiguity, a photo showing the non-compliant product or a photo of the entire order with the damaged box may be requested for analysis purposes. 

*Exceptions for non-portable tables (Comfort-Table and Electro-Comfort massage tables): Please note that in the case of a return of one of these non-defective products, within 15 days following the purchase, Clinique Lafontaine will deduct 15% from the refund of your purchase. The item must be in new condition, meaning undamaged, clean, odor-free, pet hair-free, and with original tags and packaging. This fee will be used for handling, cleaning, and repackaging the product to recondition the item. 

Website Privacy Policy

About the privacy policy of cliniquelafontaine.com:

Clinique Lafontaine is the sole owner of all the information collected on this site. We will not sell, exchange, or rent this information to others for purposes other than those described in this policy.

Cookies:

A cookie, commonly referred to as a "cookie", is a small amount of information that is stored on the user's hard drive and contains data about the user. The use of a cookie on our site is not linked to any personal information that is confidential. As soon as the user closes their browser, the cookie simply deletes itself. In fact, by using the cookie, we allow the user to enter their username and password only once, saving them time. If the user refuses the use of the cookie, they can still use our site. However, navigation will be limited in certain sections of the site. We use cookies to facilitate your current visit to the site as well as your next visit, as cookies remember your language and the country of your location. Here is a list of cookie files that we use. We have listed them here so that you have the option to choose whether or not you wish to allow them. _session_id, unique session identifier, allows Shopify to store information related to your session (referrer, landing page, etc.). _shopify_visit, no data retained, persists for 30 minutes since the last visit. Used by the internal statistics tracking system of our website provider to record the number of visits. _shopify_uniq, no data retained, expires at midnight (based on the visitor's location) the following day. Calculates the number of visits to a store by a unique customer. cart, unique identifier, persists for 2 weeks, stores information related to your shopping cart. _secure_session_id, unique session identifier storefront_digest, unique identifier, undefined if the store has a password, it is used to determine if the current visitor has access.

Paiement:

If you make your purchase through a direct payment gateway, then Shopify will store your credit card information. This information is encrypted in accordance with the data security standard established by the payment card industry (PCI-DSS). The information related to your purchase transaction is kept as long as necessary to complete your order. Once your order is finalized, the information related to the purchase transaction is deleted. All direct payment gateways comply with the PCI-DSS standard, managed by the PCI Security Standards Council, which results from the joint effort of companies such as Visa, Mastercard, American Express, and Discover. The requirements of the PCI-DSS standard ensure the secure processing of credit card data by our store and its service providers.

Sécurité :

This website is designed to take all necessary precautions to protect user information. When a user submits confidential information on the site, the information is protected, whether online or offline. We do everything we can to protect user information. All information we collect, not just confidential information, is subject to restrictions in our offices. Only employees who need the information to perform a specific task (for example, the billing manager or a customer service representative) have access to the client's confidential information. Our employees are required to use a password-protected screensaver when they leave their workstation. When they return, they must enter their password again to access your confidential information. Additionally, all our employees are informed about our practices ensuring security and confidentiality. Thus, whenever new policies are added or we make changes, we remind our employees of the importance we place on confidentiality and what they can do to protect customer information. Finally, computers that contain confidential information are kept in a secure environment and in a room accessible only with a key.

Shopify :

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell you our services and products. Your data is stored in Shopify's data storage system and databases, and in the general Shopify application. Your data is kept on a secure server protected by a firewall.

Change of confidential data:

If you wish to access, correct, modify, or delete any personal information we have about you, please go through your personal space (My account). Additionally, if you wish to file a complaint, or if you simply want more information, contact our privacy standards officer at info@cliniquelafontaine.com.

Warning of changes:

We reserve the right to modify this privacy policy at any time, so please check it frequently. Changes and clarifications will take effect immediately after their publication on the website. If we make changes to the content of this policy, we will notify you here that it has been updated, so that you know what information we collect, how we use it, and under what circumstances we disclose it, if applicable.

Site security

To protect your personal data, we take reasonable precautions and follow industry best practices to ensure that it is not lost, diverted, accessed, disclosed, altered, or destroyed inappropriately. If you provide us with your credit card information, it will be encrypted using SSL security protocol and stored with AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we comply with all requirements of the PCI-DSS standard and implement additional standards generally recognized by the industry.

Privacy Policy and Confidentiality Policy

Last updated: October 20, 2023

Clinique Lafontaine recognizes the importance of confidentiality and the sensitivity of your personal information. Respecting your privacy is of the utmost importance, and we are committed to implementing the necessary measures to ensure the protection and security of your data, in accordance with applicable laws and best practices in confidentiality.

1. COLLECTION OF PERSONAL INFORMATION

We collect your personal information directly from you, whether verbally or by filling out various forms, scheduling appointments, or even during online interactions. This includes, but is not limited to:

• Your account opening via online forms, whether it is signing up for the website newsletter, opening an account by phone, or purchasing any other offer.
• Your online exchanges or on social media via chat sessions, where you contact us for information or answers to your questions.
• Appointment scheduling, whether by phone or online, with an advisor to get details about our products.
• The appointment booking, also by phone or online, for in-store visits.
• Any correspondence related to a job offer that you may send us.

These direct interactions are the main source of collecting your personal information, and we are committed to handling it confidentially and securely.

2. USE OF YOUR PERSONAL INFORMATION

We use your personal data for various reasons, taking into account the specific needs of our customers and our future customers. Here is how your information will be used:

• File processing: Your personal data is collected for administrative processing, including appointment scheduling, in-store or online purchases, and managing transactions related to your packages.
• Diverse communication: We may contact you for various reasons, including to inform you about promotional events, important updates, surveys, opportunities, job offers, and to respond to your questions or requests.

We are committed to using your data transparently and securely, taking into account your consumer needs. Your personal information will not be used for commercial or marketing purposes without your prior consent. If you have any questions about the use of your personal data or if you wish to exercise your rights under data protection laws, please contact us using the contact details provided in the "Person responsible for access to documents and the protection of personal information" section of this policy.

3. USAGE OF CONNECTION WITNESSES ("COOKIES")

The connection cookies, commonly known as cookies, are small text files placed on your device (such as a computer, phone, or tablet) when you visit our website or use our online services. These cookies have several important functions:

• Improvement of the user experience: Cookies are used to make your experience on our website more efficient and personalized. They remember your preferences, settings, and previous actions, which means you don't have to enter them every time you visit our site.
• Behavior analysis: Cookies allow us to collect data on how you use our website. This includes information such as the pages you visit, the duration of your visit, the services you view, etc. This data helps us understand how our site is used and to improve it.
• Targeted advertising: Cookies can be used to present you with relevant advertisements based on your interests. This allows advertisers to target their audience more precisely.
• Sécurité : Some cookies are essential to the security of our website. They help detect and prevent malicious activities, such as unauthorized login attempts.
• Legal compliance: We are required to inform you about the use of cookies and to collect your consent, if applicable, in accordance with data privacy laws.

It is important to note that cookies generally do not collect directly identifiable personal information, but rather information about how you interact with our site. However, if cookies are used to collect personal information, this will be clearly stated in our privacy policy.

4. DATA SECURITY

The security of your personal data is our priority. We implement rigorous security measures to protect your information against unauthorized access, loss, disclosure, or alteration. Here is how we ensure the security of your data:

• Data protection: We use technical, administrative, and physical security measures to protect your data. This includes the use of firewalls, data encryption, access controls, and strict security procedures.
• Staff training: Our staff is trained in data security and privacy protection. They understand the importance of safeguarding your information and follow strict security protocols.
• Restricted access: Access to your personal data is limited to employees who need it to perform their job duties. We monitor and audit access to ensure compliance with our privacy policies.
• Risk management: We regularly conduct risk assessments to identify and mitigate potential threats to data security.
• Data backup: We perform regular backups of your data to protect against data loss due to unforeseen incidents.
• Notification in case of data breach: In the event of a data breach, we will inform you in accordance with applicable laws and regulations.

We are committed to taking all necessary measures to ensure the security of your personal data. However, it is important to note that, while we take rigorous security measures, no system is completely free of risks. If you have concerns about the security of your data or if you have questions about our security practices, please contact us using the contact details provided in the section "Person responsible for access to documents and the protection of personal information" of this policy.

5. RIGHTS REGARDING YOUR PERSONAL INFORMATION

When you provide us with personal data or we collect it, you have certain rights under data protection laws. These rights are designed to protect your privacy and give you control over how your personal information is processed. Here is an overview of your rights:

• Right of access: You have the right to obtain information about the personal data we hold about you and how it is processed. You can request a copy of your personal data.
• Right of rectification: If your personal data is inaccurate or incomplete, you have the right to request its correction or update.
• Right to deletion: You have the right to request the deletion of your personal data in certain circumstances, for example, when the data is no longer necessary for the purposes for which it was collected.
• Right of opposition: You have the right to object to the processing of your personal data for reasons related to your particular situation, unless we demonstrate compelling legitimate grounds for the processing.
• Right of withdrawal of consent: If you have given your consent to the processing of your personal data, you have the right to withdraw it at any time. The withdrawal of consent will not affect the legality of the processing carried out before the withdrawal.
• Right to file a complaint: If you believe that your data protection rights have been violated, you have the right to file a complaint with the competent data protection authority.

To exercise any of these rights or to obtain more information about your data protection rights, please contact us using the contact details provided in the section "Person responsible for access to documents and the protection of personal information" of this policy. We will take all necessary measures to respond to your requests and protect your privacy rights.

6. DATA RETENTION PERIOD

In the context of our activities, we collect and use certain information for transactional purposes, various follow-ups, and operational management. We also understand that some data is of high importance and cannot be deleted, as it serves as a reference for customers. The retention period of the data varies depending on the type of data and the specific needs of its use.

• Customer data:
  • Transaction historyThe transaction statements are kept long-term, indefinitely, to allow customers and former customers to access their history for personal reference needs.
• Personal data:
  • Personal data, such as contact information and other personal details used for various follow-ups, appointments, purchases, or employment, are retained for as long as necessary to achieve the purposes for which they were collected and in accordance with applicable laws.
• Data destruction :
  • The data that is no longer necessary for transactional or administrative purposes is securely destroyed in accordance with our privacy policies and applicable laws.

Please note that we are committed to keeping your data secure and implementing appropriate protective measures to prevent any unauthorized access to your information. If you have any questions about the retention period of personal data or if you wish to exercise your rights under data protection laws, please contact us using the contact details provided in the section "Person responsible for document access and personal information protection" of this policy.

7. CONSENT

When you use our services or provide us with personal information, you consent to the collection, use, and processing of your personal data in accordance with the terms set forth in this privacy policy.

• Collection of personal data: We collect personal data when you interact with our services. This data may include, among other things, your name, your address, your email address, your phone number, your payment information, and other information that allows us to identify you.
• Use of personal data: Your personal data is used for the purposes for which it was collected. This may include providing our services, processing transactions, personalizing your experience, communicating with you, and other legitimate purposes in line with our activities.
• Explicit consent: Under certain circumstances, we may ask for your explicit consent to collect and use sensitive data or for specific purposes, in accordance with the law. You will have the option to give or withdraw this consent at any time.
• Withdrawal of consent: You have the right to withdraw your consent at any time. The withdrawal of consent will not affect the legality of the processing carried out before your withdrawal. To withdraw your consent, please contact us using the contact details provided in the "Person responsible for access to documents and the protection of personal information" section of this policy.
• Consequences of withdrawing consent: Please note that withdrawing consent for certain personal data processing activities may result in limitations in the use of our services or specific features.

Your consent is valuable to us, and we are committed to respecting your choices regarding privacy protection. If you have any questions or concerns about consent or how your personal data is processed, please contact us using the contact details provided in the section "Person responsible for access to documents and the protection of personal information" of this policy.

8. PERSON IN CHARGE OF ACCESS TO DOCUMENTS AND THE PROTECTION OF PERSONAL INFORMATION

The person responsible for the collection and processing of personal data within our organization plays a crucial role in protecting your data. Their responsibilities include, but are not limited to:

• Ensure that all activities related to the collection and processing of personal data comply with applicable laws and regulations, including the Act on the Protection of Personal Information in the Private Sector in Quebec.
• Manage requests for access to personal data, rectification, deletion, or other rights of individuals in accordance with applicable regulations.
• Supervise data security and implement appropriate security measures to protect your personal information from risks.
• Collaborate with internal and external stakeholders to ensure effective management of personal data and privacy protection.
• Provide information and advice to the organization's employees on best practices for data protection.

For any questions, concerns, or requests regarding the collection and processing of your personal data, please contact our manager:

Nancy Lemire

1365 Janelle Street

Drummondville QC J2C 3E4

gestion@cliniquelafontaine.com