POLICY FOR PROFESSIONALS AND CUSTOMERS
1. POLICY FOR PROFESSIONALS
1.1 SHIPPING POLICY
General information
Items marked ''available soon'' require restocking at our warehouse. Therefore, please note that the delivery time will be longer than usual. Approximately 10 business days or more are to be expected. For more information or an approximate delivery date, please contact our customer service at 1 800 463-4482.
Delivery address
All orders will be delivered to the shipping address on file.
Please note that deliverers are not allowed to leave a package at the delivery address ifthere is no one there to receive it. A person must be on site to receive the package, because a signature is required.
Online order processing delay
Orders placed online are processed within 24 to 48 hours (reception, packing and shipping).
Processing delay of an order by a sales representative
Orders placed through a sales representative are processed within 24 hours (reception, packing and shipping).
Delivery time
Standard delivery time is 1 to 3 business days for Quebec City and Montreal.
For remote areas, the delivery time is 3 to 5 business days.
Please note that deliveries are made from Tuesday to Friday, excluding holidays. For more information concerning the delivery of an order, please contact our customer service at 1 800 463-4482.
Shipping fees
A flat fee is applicable to all orders. The amount varies according to the region.
Sales taxes are charged according to the province or territory where the order is shipped.
Items damaged in transport
For any damaged product, contact our customer service department at 1 800 463-4482.
1.2 REFUND POLICY
Refund
No cash refund will be given for a return. A credit will be applied to the account.
All credit requests and acceptance are subject to Cantin's approval.
Return fees
A % return fee is required depending on the date of purchase:
- After 30 days: 15% of the item price
- 5% of the price of the item for each additional month
- Returns are not possible after 90 days.
Without the original invoice, a 50% non-refundable penalty will be applied on the amount of the item. Management approval is required.
For more information, contact our customer service department at 1 800 463-4482.
Esthetics products and hair accessories
For hygiene purposes, no returns or exchanges are allowed for all esthetic products, as well as hair accessories.
Furniture
Certain conditions apply. For exchange or breakage, consult the manufacturer's warranty policy. For any other question, do not hesitate to contact our furniture managers, Stephen Choinière at 418 654-0444, ext. 244 or Pierre Jeanneau at 418 654-0444, ext. 267.
Items on special order
No exchange or return is allowed. All special order items are final sales.
1.3 RETURN POLICY
Return of items purchased online
It is possible to make a return in one of our 19 stores across Quebec 30 days after purchase. If no boutique is available in your area, call 1 800 463-4482 to find out how to proceed.
Return conditions :
- The item has not been used
- The original receipt is mandatory
- Products must have their original labels
- Products must be returned in their original packaging and undamaged
Return of items purchased in store
It is possible to make a return in the same store where the purchase was made, in one of the 18 others across Quebec or through your sales representative, within 30 days following the purchase.
Return conditions :
- The item has not been used
- The original receipt is mandatory
- Products must have their original labels
- Products must be returned in their original packaging and undamaged
Return of items purchased through a sales representative
It is possible to make a return directly through your sales representative within 30 days of purchase.
Return conditions :
- The item has not been used
- The original receipt is mandatory
- Products must have their original labels
- Products must be returned in their original packaging and undamaged
1.4 EXCHANGES POLICY
Exchange of items purchased online
It is possible to exchange products purchased online in one of our 19 stores across Quebec within 30 days of purchase. If no store is available in your area, call 1 800 463-4482 to find out how to proceed.
Exchange conditions :
- The item has not been used
- The original invoice is mandatory
- Products must be returned in their original packaging and undamaged
- Products must be returned in their original packaging.
Exchange of items purchased in the store
It is possible to exchange an item in the same store where the purchase was made or in one of the 18 others across Quebec within 30 days following the purchase.
Exchange conditions :
- The item has not been used
- The original invoice is mandatory
- Products must be returned in their original packaging and undamaged
- Products must be returned in their original packaging
Exchange of items purchased through a sales representative
It is possible to make an exchange directly through your sales representative within 30 days of purchase.
Exchange conditions :
- The item has not been used
- The original invoice is mandatory
- Products must be returned in their original packaging and undamaged.
- Products must be returned in their original packaging
1.5 PAYMENT METHODS AND CREDIT
Accepted payments are: cash, cheque, debit card (in store only), credit card (Visa and MasterCard).
Please note that it is not possible to pay your account directly on the online store. To pay an account, it is possible to do so through your sales representative, by calling ourcustomer service at 1 800 463-4482, by going directly to the store or through your financial institution.
Payment by financial institution : It is possible to add us as a supplier in order to pay your account through your financial institution. In the category "care and services" indicate the name of the provider: CANTIN. The reference number is the client number or phone number related to the account.
Charge to the account : It is possible to obtain a credit limit on the account by respecting certain terms and conditions. These terms and conditions are indicated on the account opening form. For more information, contact our account managers, Marie-Ève Christofferson at 418 654-0444, ext. 228 or Nathalie Blais at 418 654-0444, ext. 240.
Financing : for furniture, a financing agreement can be concluded following the analysis of the credit file. For more information, contact our credit officers, Marie-Ève Christofferson at 418 654-0444, ext. 228 or Nathalie Blais at 418 654-0444, ext. 240.
2. POLICY FOR CUSTOMERS
2.1 SHIPPING POLICY
Delivery address
All orders will be delivered to the shipping address on file.
If you are not home, the delivery person will leave a pick-up slip at the door. You can go to a Purolator service location to pick up your package.
Online order processing delay
Orders placed online are processed within 24 to 48 business hours (reception, packing and shipping).
Delivery time
Standard delivery time is 1 to 3 business days for Quebec City and Montreal.
For remote areas, the delivery time is 3 to 5 business days.
Please note that deliveries are made from Tuesday to Friday, excluding holidays. For more information concerning the delivery of an order, please contact our customer service at 1 800 463-4482.
Shipping fees
A flat fee is applicable to all orders.
Sales taxes are charged according to the province or territory where the order is shipped.
Items damaged in transport
For any damaged product, contact our customer service department at 1 800 463-4482.
2.2 RETURNS, EXCHANGES AND REFUND POLICY
When returning a product, the refund will be made to the payment method that was used. Please note that the refund time will be 3 to 5 business days.
Return conditions:
- The item has not been used
- The original invoice is required
- Products must have their original labels
- Products must be returned in their original packaging and undamaged
Please return the item to your referring hairdresser with the original invoice OR by mail to Cantin's head office located at 261, rue de Sydney in Saint-Augustin-de-Desmaures, G3A 0P4.
On the return invoice, you should select the appropriate box to indicate whether you wish to make a return, a refund or an exchange. Once we receive your package, a member of our customer service department will contact you as soon as possible.
If the product has been damaged in transit, if it is defective or if there is a preparation error in your order, the shipping and return costs will be assumed by Cantin.
For more information, please contact our customer service at 1 800 463-4482.
Esthetics products and hair accessories
For hygiene purposes, no returns or exchanges are allowed for all esthetic products, as well as hair accessories.
Payment methods and credit
Accepted payments are: credit card (Visa and MasterCard).