Return of products

We are aware that from time to time you may purchase an item that does not fit as you would have liked. Our return policy is the same for online and in-store purchases.

1. All items purchased from Clinique Lafontaine can be returned within 15 days of purchase for a refund or exchange. Products with a warranty exceeding this period may be repaired or replaced. Returns, exchanges, or warranties on an item without an invoice 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 errorA 15-day period following the purchase allows you to claim a wrong order. If you have 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. Well not defective*Returns are not accepted within 15 days after purchase. The return shipping costs are the responsibility of the customer. Products must be returned in new condition and in their original packaging. Returns outside the 15-day period will not be accepted. No refund of the initial shipping costs will be made as well.
4. Very defective:If it is related to transportation, we will take the necessary steps with the carrier and assume the related costs if necessary. If an item becomes defective within the first 15 days following the purchase, you can choose between a refund or an exchange. If this happens after this period, the manufacturer's warranty terms will prioritize repair or replacement. To analyze 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% when refunding your purchase. The item must be in new condition, meaning undamaged, clean, odorless, pet hair-free, with original tags and packaging. This fee will cover handling, cleaning, and repackaging of the product to recondition the item.

Privacy Policy of the website

About the privacy policy of cliniquelafontaine.com:

Clinique Lafontaine is the sole owner of all information collected on this site. We will not sell, trade, 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 in any way linked to personal information that is confidential. As soon as the user closes their browser, the cookie simply disappears. 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 to use the cookie, they can still use our site. However, browsing 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 country. Here is a list of cookie files that we use. We have listed them here so that you have the option to choose whether to allow them or not. _session_id, unique session identifier, allows Shopify to store information about your session (referrer, landing page, etc.). _shopify_visit, no retained data, 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 retained data, expires at midnight (based on 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 about your shopping cart. _secure_session_id, unique session identifier storefront_digest, unique identifier, undefined if the store has a password, used to determine if the current visitor has access.

Payment:

If you make your purchase through a direct payment gateway, then Shopify will store your credit card data. Your data is encrypted according to the Payment Card Industry Data Security Standard (PCI-DSS). Information about your purchase transaction is stored for as long as necessary to complete your order. Once your order is finalized, information about the purchase transaction is deleted. All direct payment gateways comply with the PCI-DSS standard, managed by the PCI Security Standards Council, which is a 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.

Security:

This website is designed to take all necessary precautions to protect user information. When the user submits confidential information on the site, the information is protected, whether online or offline. We do our best 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 (e.g. billing manager or customer service representative) have access to customer'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 security and confidentiality practices. Whenever new policies are added or changes are made, we remind our employees of the importance we place on privacy and what they can do to protect customer information. Finally, computers containing 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 our services and products to you. 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.

Changing 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). Furthermore, if you wish to file a complaint, or if you simply want more information, contact our privacy standards officer at info@cliniquelafontaine.com.

Changes warning:

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

Security on the website

To protect your personal data, we take reasonable precautions and follow industry best practices to ensure that they are not lost, misused, 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 follow all PCI-DSS standard requirements and implement additional industry-recognized standards.

Privacy policy and confidentiality policy

Last update: October 20, 2023

Clinique Lafontaine recognizes the importance of confidentiality and 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 privacy.

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 through 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.
• Scheduling appointments, whether by phone or online, with an advisor to get details about our products.
• Scheduling appointments, also by phone or online, for in-store visits.
• Any correspondence related to a job offer that you may send us.

Direct interactions are the main source of collecting your personal information and we are committed to treating them confidentially and securely.

2. USAGE OF YOUR PERSONAL INFORMATION

We use your personal data for various reasons, taking into account the specific needs of our current and 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.
• Various communication:We may contact you for various reasons, including informing you about promotional events, important updates, surveys, opportunities, job offers, and to answer your questions or requests.

We are committed to using your data in a transparent and secure manner, 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 in charge of access to documents and protection of personal information" section of this policy.

3. USAGE OF COOKIES

Connection witnesses, 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 user experience:Cookies are used to make your experience on our website more efficient and personalized. They remember your preferences, settings, and previous actions, meaning 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 improve it.
• Targeted advertising:Cookies can be used to show you relevant ads based on your interests. This allows advertisers to target their audience more accurately.
• Security:Some cookies are essential for 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 necessary, in compliance 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

Security of your personal data is our top priority. We implement strict security measures to protect your information against any 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.
• Training of staff:Our staff is trained in data security and confidentiality protection. They understand the importance of protecting your information and follow strict security protocols.
• Restricted access:Access to your personal data is limited to employees who need it to perform their professional tasks. 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 regularly back up your data to protect against data loss due to unforeseen incidents.
• Notification in case of data breach:In case of 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, although we take rigorous security measures, no system is completely risk-free. If you have concerns about the security of your data or if you have any questions about our security practices, please contact us using the contact information provided in the "Person in charge of access to documents and protection of personal information" section of this policy.

5. RIGHTS REGARDING YOUR PERSONAL INFORMATION

When you provide us with personal data or when 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:

• Access right: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 their correction or update.
• Right to erasure: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 to object:You have the right to object to the processing of your personal data for reasons relating 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. Withdrawal of consent will not affect the lawfulness of 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 lodge a complaint with the relevant 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 "Person in charge of access to documents and protection of personal information" section of this policy. We will take all necessary steps to respond to your requests and protect your privacy rights.

6. DATA RETENTION PERIOD

As part of our activities, we collect and use certain information for transactional purposes, various tracking, 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 data retention period varies depending on the type of data and the specific needs of their use.

• Customer data:
  • Transaction historyTransactions records 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 information used for various follow-ups, appointments, purchases, or employment, are kept for as long as necessary to achieve the purposes for which they were collected and in accordance with applicable laws.
• Data destruction:
  • Data that is no longer needed for transactional or administrative purposes is securely destroyed in accordance with our privacy policies and applicable laws.

Please note that we are committed to securely storing your data and implementing appropriate protection measures to prevent unauthorized access to your information. If you have any questions regarding 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 "Person in charge of access to documents and protection of personal information" section 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 out 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, address, email address, phone number, 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:In some 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 in charge of access to documents and protection of personal information" section of this policy.
• Consequences of withdrawal of 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 information provided in the "Person in charge of access to documents and protection of personal information" section of this policy.

8. PERSON RESPONSIBLE FOR ACCESS TO DOCUMENTS AND 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 current laws and regulations, including the Private Sector Privacy Act in Quebec.
• Manage requests for access to personal data, rectification, deletion, or other rights of individuals in accordance with current regulations.
• Monitor 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 employees of the organization 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

management@cliniquelafontaine.com