Terms and conditions

 

Terms and conditions

Promotions: Please note that all promotions mentioned on the Clinique Lafontaine website, its various channels as well as in its various points of sale, may be modified without notice.

The use of wellness points in connection with the rewards program is not applicable simultaneously with current promotions. This means that the user can choose to use either wellness points or a current promotion in the virtual cart, but not both at the same time. This limitation is due to the fact that the transactional system on the website only allows one action at a time.

Delivery : No minimum order amount is necessary to place an order. However, a delivery fee of $14.95 will be added to orders of $39.95 and less. A fee of $9.95 is added to an order where the basket amount is between $39.96 and $79.94.

Shipping is FREE for orders of $79.95 or more before taxes except for remote areas and with the exception of items heavy and/or oversized following:

  • Treatment tables and chairs (Electro-Confort, Confort-Table and MassoPro)
  • Universal transport trolley
  • VibroTech 100 professional vibrator

    Delivery times once the order has been processed:

    • 1 to 8 days (Quebec, Ontario)
    • 3 to 14 days (other Canadian provinces and territories)

    Transport times may vary for reasons beyond our control such as public holidays, summer periods as well as weather conditions. Very high one-off demand may also temporarily extend delivery times.

    Other conditions:

    • Payment methods: By credit card (Visa, Mastercard or American Express), PayPal, Google Pay and Apple Pay or via Affirm Financing, formerly called PayBright (See the details).
    • Purchase conditions: Clinique Lafontaine distributes its products exclusively. These should under no circumstances be found on the shelves of large-scale stores such as pharmacies or natural product stores, unless there is prior agreement with us. Clinique Lafontaine reserves the right to stop supplying products if the situation arises.
    • Product promotion: Buyers wishing to use their website or catalog to promote Clinique Lafontaine products must obtain prior written consent from Clinique Lafontaine management. The buyer is not authorized to use visual media (products, photos or models) for promotional purposes for magazines, newspapers, the Internet, etc. without the written consent of Clinique Lafontaine.

    Delivery method

    Orders over $499.99 require a signature ($1.95 value offered free) upon delivery to confirm receipt, reducing the risk of theft for valuable packages.

    Choice of carrier

    The choice of carrier for deliveries of Clinique Lafontaine orders will be at the discretion of Clinique Lafontaine. In exceptional cases, it is possible for the customer to reach an agreement to choose a particular carrier. However, it is important to note that the costs associated with choosing a specific carrier will be the responsibility of the customer.

    Parcel delivery WITH signature

    The package will be transported to the delivery address and a signature will be required. If the signature cannot be accomplished, the package will return to a nearby pickup point and will be held for a maximum of 5 business days by Purolator and up to 15 days by Canada Post so that you can pick it up. If you are not able to pick it up, the package will be automatically returned to Clinique Lafontaine.

    We cannot reship orders for free when carriers return them to us. If you wish to have the package returned to you or to be reimbursed, there is an additional fee of $19.95 covering the administrative costs of managing and returning packages or canceling packages. You can also stop by Drummondville for pickup. The package will be kept for 14 days and after that, a refund will be automatically undertaken if no action has been taken on your part.

    Parcel delivery WITHOUT signature

    The package will be transported to the delivery address. We do everything to help the carrier make it as inconspicuous as possible from the street, but in some cases the package may only be in front of the front door for everyone to see. Make sure you take it as quickly as possible to avoid theft, freezing or any other inconvenience.

    Collection of the package in store in Drummondville

    As soon as the package is ready, you will be informed. The package can be kept for a period of up to 21 days. If you are unable to collect it, your order will be canceled and you will be refunded.

    Remote areas

    We would like to inform our customers that due to soaring transportation costs, we have recently implemented a transportation charge for remote areas. This measure allows us to continue to provide our services in these regions while guaranteeing optimal quality of service. We understand that this may represent an additional cost to our customers, but we would like to emphasize that this decision has been taken in order to maintain our commitment to our customers in remote areas. We would like to thank our customers for their understanding and continued support.

    Some remote areas whose postal codes have additional fees imposed by our carriers are subject to an additional fee of $9.95. This condition applies when you are at a distance greater than 300 kilometers from the Drummondville shipping center. The example locations below, although not exhaustive, illustrate locations that meet this specific condition.

    These fees are added automatically during the payment process.

    • Here are the targeted locations in Canada: Alberta, British Columbia, Prince Edward Island, Manitoba, New Brunswick, Nova Scotia, Ontario, Saskatchewan, Newfoundland and Labrador.
    • Here are the targeted locations At Quebec: Abitibi, Abitibi-Ouest, Avignon, Bonaventure, Caniapiscau, Maritime Community of the Magdalen Islands, Kamouraska, La Côte-de-Gaspé, La Haute-Côte-Nord, La Haute-Gaspésie, La Matanie, La Matapédia, La Mitis, La Vallée-de-l’Or, Lac-Saint-Jean-Est, Le Domaine-du-Roy, Le Fjord-du-Saguenay, Le Golfe-du-Saint-Laurent, Le Rocher-Percé, Les Basques, Manicouagan, Maria-Chapdelaine, Minganie, Rimouski-Neigette, Rivière-du-Loup, Rouyn-Noranda, Saguenay, Sept-Rivières, Témiscamingue, Témiscouata.

    Except for the territories below which have a shipping charge of $85:

    • Nunavut, Northwest Territories and Yukon.

    Please be aware that in certain circumstances where the carrier applies unusual charges for delivery to a Canadian area, we may need to confirm these charges with you before shipping. Please note that in some cases you may be charged a portion of these fees.

    Return of products

      We understand that from time to time you 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 longer than this term 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 problem to customer service within 15 days of purchase. No exchange or refund will be applied for products returned without our prior approval.
      2. Command 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 an error while preparing it, 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 not defective* : Returns are not accepted within 15 days of purchase. Return shipping costs are the customer's responsibility. Products must be returned as new and in their original packaging. Returns outside the 15 day period will not be accepted. No refund of original shipping costs will be made either.
      4. Defective property: If it is related to transportation, we will take steps with the carrier and assume the related costs if necessary. If an item becomes defective within the first 15 days of purchase, you can choose between a refund or an exchange. If this happens after this time, the terms of the manufacturer's warranty will favor repair or replacement. To analyze the ambiguity, you may be asked for a photo showing the non-compliant product or a photo of the entire order with the damaged box for analysis purposes.

      *Exceptions for non-portable tables (Comfort-Table and Electro-Confort massage tables): Please note that in the event of a return of one of these non-defective products, within 15 days of purchase, Clinique Lafontaine will deduct 15% when refunding your purchase. The item must be in new condition, i.e. undamaged, clean, odor-free, animal hair-free, and with original labels and packaging. This fee will be used for handling, cleaning and repackaging of the product in order to recondition the item.

        Website Privacy Policy

        About the Cliniquelafontaine.com privacy policy:

        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 called 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 in no way linked to personal information which is confidential. As soon as the user closes their browser, the cookie is simply deleted. In fact, by using the cookie, we allow the user to enter their username and password only once, which saves them time. If the user refuses the use of the cookie, he 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, because cookies remember your language and the country of your location. Here is a list of cookies we use. We have listed them here so that you have the option to choose whether you want to allow them or not. _session_id, a unique session identifier, allows Shopify to store information about your session (referrer, landing page, etc.). _shopify_visit, no data retained, persists for 30 minutes since last visit. Used by our website provider's internal statistics tracking system to record the number of visits. _shopify_uniq, no data held, expires at midnight (depending on visitor location) the next day. Calculates the number of visits to a store per unique customer. cart, unique identifier, persists for 2 weeks, stores information relating 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 know if the current visitor has access.s.

        Payment:

        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 payment card industry's data security standard (PCI-DSS). Information relating to your purchase transaction is retained for as long as necessary to complete your order. Once your order is finalized, the information relating to the purchase transaction is deleted. All direct payment gateways comply with the PCI-DSS standard, managed by the PCI Security Standards Council, which is the joint effort of companies such as Visa, Mastercard, American Express and Discover. PCI-DSS requirements ensure the secure processing of credit card data by our store and its service providers.

        Security :

        This website is designed to take every precaution to protect user information. When the user submits confidential information on the site, the information is protected whether it is online or not. We do everything possible 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 confidential customer information. Our employees must use a screen saver with password when they leave their workstation. When they return, they must enter their password again to be able to access your confidential information. In addition, all our employees are informed about our practices ensuring security and confidentiality. So whenever new policies are added or we make changes, we remind our employees of the importance we place on privacy 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 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 stored on a secure server protected by a firewall.

        Change of confidential data:

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

        Warning of modifications:

        We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon 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 that you are aware of what information we collect, how we use it, and under what circumstances we disclose it, there is reason to do so.

        Security on site

        To protect your personal data, we take reasonable precautions and follow industry best practices to ensure that it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, it will be encrypted through the use of 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 requirements and implement additional generally accepted industry standards.

        Personal information protection policy and confidentiality policy

        Last updated: 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 applying the necessary measures to ensure the protection and security of your data, in accordance with applicable laws and best privacy practices.

        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 subscribing to the website newsletter, opening an account by telephone, or purchasing any other offer.
        • Your exchanges online or on social media via chat sessions, where you contact us for information or answers to your questions.
        • Scheduling appointments, whether by telephone or online, with an advisor to obtain details about our products.
        • Making appointments, also by telephone or online, for in-store visits.
        • Any correspondence related to a job offer that you may send to us.

        These direct interactions are the primary source of collection of your personal information and we are committed to treating it confidentially and securely.

        1. USE OF YOUR PERSONAL INFORMATION

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

        • File processing: Your personal data is collected for administrative processing, including scheduling appointments, in-store or online purchases and managing transactions related to your packages.
        • Miscellaneous communication: We may contact you for a variety of reasons, including to tell 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 needs as a consumer. 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 wish to exercise your rights under data protection laws, please contact us using the contact details provided in the section Person responsible for access to documents and of the protection of personal information of this policy.e.

        1. USE OF CONNECTION COOKIES (COOKIES)»)

        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:

        • Improved 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 re-enter them every time you visit our site.
        • Behavior analysis: Cookies allow us to collect data about how you use our website. This includes information such as the pages you view, the length 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 may be used to provide you with relevant advertisements based on your interests. This allows advertisers to target their audience more precisely.
        • Security : Some cookies are essential to the security of our website. They help detect and prevent malicious activity, such as unauthorized login attempts.
        • Legal compliance: We are required to inform you about the use of cookies and obtain your consent, where 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.

        1. 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's how we keep your data secure:

        • 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 protecting your information and follow strict security protocols.
        • Restricted : 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 data security threats.
        • Saving data : We perform regular backups of your data to protect against data loss due to unforeseen incidents.
        • Data Breach Notification: In the event of a data breach, we will notify you in accordance with applicable laws and regulations.

        We undertake to take all necessary measures to guarantee the security of your personal data. However, it is important to note that although we take rigorous security measures, no system is completely free of risks. If you have any concerns about the security of your data or have any questions about our security practices, please contact us using the contact details provided in the Person Responsible for Access to Documents and Protection of Personal Information section of this policy.e.

        1. RIGHTS CONCERNING YOUR PERSONAL INFORMATION

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

        • Permission to 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 rectification or updating.
        • Right of deletion: You have the right to request 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 our processing of your personal data for reasons relating to your particular situation, unless we demonstrate compelling legitimate grounds for the processing.
        • Right to withdraw consent: If you have given 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 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 Person responsible for access to documents and protection of information section personnel of this policy. We will take all necessary steps to respond to your requests and protect your privacy rights.é.

        1. DATA RETENTION DURATION

        As part of our activities, we collect and use certain information for transactional reasons, various monitoring 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 its use.

        • Customer data:
          • Transaction histories: Transaction records are retained long-term, indefinitely, to allow customers and former customers to access their history for personal reference purposes.
        • Personal data :
          • Personal data, such as contact information and other personal information used for various follow-ups, appointments, purchases or employment, is retained for as long as necessary to fulfill the purposes for which it was collected and in accordance with applicable laws.
        • Data destruction :
          • 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 safeguards to prevent unauthorized access to your information. If you have any questions about how long we retain personal data or wish to exercise your rights under data protection laws, please contact us using the contact details provided in the section Person responsible for access to documents and of the protection of personal information of this policy.e.

        1. 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, telephone number, payment information, and other information that identifies 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 consistent with our business.
        • Explicit consent: In certain circumstances, we may ask you for explicit consent to collect and use sensitive data or for specific purposes, as required by law. You will have the opportunity to give or withdraw this consent at any time.
        • Withdrawal of consent: You have the right to withdraw your consent at any time. Withdrawal of consent will not affect the lawfulness of 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 Protection of Personal Information section of this policy.e.
        • 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 privacy choices. 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 Person Responsible for Access to Documents and Protection of Personal Information section of this policy .e.

        1. PERSON RESPONSIBLE FOR ACCESS TO DOCUMENTS AND THE PROTECTION OF PERSONAL INFORMATION

        The person responsible for collecting and processing personal data within our organization plays an essential role in protecting your data. His responsibilities include, but are not limited to:

        • Ensure that all personal data collection and processing activities comply with applicable laws and regulations, including the Act respecting 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 current regulations.
        • Oversee data security and implement appropriate security measures to protect your personal information from risk.
        • Collaborate with internal and external stakeholders to ensure effective management of personal data and protection of privacy.
        • Provide information and guidance to the organization's employees on data protection best practices.

        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