FAQ's

Refunds, Returns, Defective/Damaged Products, Gift Certificates, Cancellations, Back Orders, Shipping and Delivery

 
TREATMENTS/Services
Refunds on Unused Treatments

 Refunds on remaining unused treatments will be given only after applying the full standard price of used treatments. If you are unable to use an non-rendered, prepaid service, you may do a one-time exchange of the unused portion toward other services. This does not include injections or laser treatments.

Treatment and Packages Expiration

All service packages and prepaid treatments must be used within 1 year (365 days) of date of purchase or they will expire.

No Show and Cancellation of Appointments

Any change in a scheduled appointment must be made 48 hours in advance. Email us at info@elainesspa.ca, or contact us by phone at (226) 750-8775.  All no show appointments will be subject to a $20 fee if inadequate notice is given.

Online Treatment Purchases

If an online treatment does not meet your needs, you are able to exchange it for a product or service of equal or lesser value. If a scheduled appointment has been booked, No Show/Cancellation Policy will apply. All exchanges must be accompanied by an Original Bill of Sale.

 

Products
Store Product Purchases

Due to the nature of the products we sell, we do not accept returns on skin care and makeup products that have been opened, used, or unsealed. 

Returns are only accepted on unused, and unsealed products that are returned in the original packaging.  Returns must be received within 14 days of purchase. All packaging must be received in good condition. In the event you have a severe reaction, we will need you to come in for  documentation of reaction, within 24 hours, so we may take actions towards reversing any reaction caused.

Online Product Purchases

If you are not satisfied with your online product purchase, please contact us by email at info@elainesspa.ca to advise the reason for the Return Request.  Requests must be received in writing within 14 days of shipping date.

Due to the nature of the products we sell, we do not accept returns on skin care and makeup products that have been opened, used, damaged, or unsealed. 

Returns are only accepted on unused, and unsealed products that are returned in the original packaging.  Returns must be received within 14 days of purchase. All packaging must be received in good condition.

Shipping fees are not refundable.

Delivery of Incorrect or Damaged Product

Please check your delivered order carefully.

In the event you have received the wrong or damaged product, please contact us by email at info@elainesspa.ca to advise us of the error.  Requests must be received within 14 days of shipping date. Please include a picture of the invoice, product, and packaging received.

Due to the nature of the products we sell, we do not accept returns on skin care and makeup products that have been opened, used, or unsealed.

We will arrange to replace the item received, with the correct product, upon receipt of the returned product.  We will make every effort to clarify this situation as quickly as possible.

Allergic Reactions or Skin Irritation

If you are needing more information about the suitability of a product for your skin type, please contact us at info@elainesspa.ca or call us at (226) 750-8775.  A free, in-house consultation may be required to determine product suitability.  Products sold on this website are manufactured by medical grade manufacturers.  Used properly, you can receive exceptional results.

If you experience an allergic reaction or unusual skin irritation to any product we ask you to advise us immediately (within 48 hours). We will provide an exchange or refund for the individual product if an allergic reaction or unusual skin irritation has been confirmed. Please note that a doctor’s note and/or photos may be required.

All information listed about the products on our Website is obtained from the individual product manufacturer.

 

Gift Certificates

Gift certificates are non-refundable. We will, however, allow them to be transferred to another party. Please review all information appearing on the Gift Certificate, for additional terms. 

Any partially used Gift Certificate is not transferable.

Shipping Information

Free Shipping

We offer free shipping on orders over $150 before tax, otherwise shipping rate of $10 will apply.  We reserve the right to add additional shipping charges to remote areas.  You will be advised of this charge before your order is processed.

Shipping Region

We currently are set up to ship within Ontario, Canada.

If you wish to ship to another destination within Canada, and outside of this region, please contact us at (226) 750-8776 or by email at info@elainesspa.ca.

Canada Post

We ship all products by Canada Post Standard delivery.  Canada Post does not deliver to P.O. Boxes.  Please ensure all orders contain a deliverable street address. Address accuracy is the responsibility of the customer. We suggest including a contact daytime phone number in case of the need for clarification or notification.

Fullfillment and Delivery

Orders are shipped and delivered Monday through Friday. Most orders are shipped within 48 hours of receipt. Some items may require longer, and this information will be posted under the product information. 

Elaine's Medical Aesthetics is not responsible for delays caused by the Shipper.  If this information is available to us, we will contact you by email to advise the length of time and reason for the delay.  Please remember to leave extra time during the holidays for delivery, due to the volume of shipments at this time of year.  We offer Store pick up if a faster delivery is required.

 

Back Orders and Multiple Shipments
If a product is on back order, or fulfillment will take more than 48 hours, you will be contacted by email to advise of this delay.