RETURN POLICY
Capilex offers you the possibility of returning most of the products you purchase. Certain conditions apply.
Please see our returns policy below.
No refunds or exchanges can be made on all beauty products, body care products, final sale products and hair accessories.
EXCHANGE & REFUND
Only on unused products:
- All returned products and accessories and their packaging must be suitable for resale.
- The original purchase invoice must be provided.
- The date of purchase determines the credit rate you can benefit from.
APPLICABLE CREDIT RATE BY DATE OF PURCHASE
| Length of time since purchase | Credit rate granted |
| 0 to 3 months | No penalty (depending on price paid) |
| 3 to 6 months | 20% of price paid |
| 6 to 12 months | 50% of price paid |
| 1 year or more | No credit granted |
NON-EXCHANGEABLE & NON-REFUNDABLE PRODUCTS
None of the following products are refundable or exchangeable:
- Used products
- Products purchased on ''Liquidation'' or ''Final Sale''.
- All special orders
RETURN TO CAPILEX BOUTIQUE OR BY POST
Products purchased on the capilexbeaute.ca website may be returned to a Capilex boutique or by mail. To do so, certain conditions must be met:
- Respect the terms of our RETURN POLICY
- Before any return, an e-mail must be sent to info@capilexbeaute.ca with RETURN in the subject line. Please include:
- Product number.
- Order number.
- Customer number and contact information (last name, first name, phone number and email address).
- Enclose the original invoice.
- the purpose of your return.
Once your return has been accepted by Capilex, you can choose to return your product to a Capilex Boutique or by post. A reply will be given to you as rapidly as possible.
In the case of a return by post, the same conditions apply, and your product can be returned to one of the two following addresses:
Capilex Beauté Montréal
A/S Retours web
12814 Jean Grou Street
Montréal, QC H1A 3N5
Montréal, QC H1A 3N5 Capilex Beauté Québec
A/S Returns web
2670 Dalton Ave.
Quebec City, QC G1P 3S4
The expenses of return by postal way are the responsibility of the customer except in the case of an error of order on behalf of Capilex.
REFUND TERMS AND CONDITIONS
- For credit card payments:
- The total amount of returned products will be refunded to the credit card used for the transaction.
- In the event of a "charge to account" order validated by our team:
- A credit will be applied to the customer account used at the time of purchase and will correspond to the total amount of the returned product according to the invoice in the system.
- Taxes and shipping costs:
- The amount of taxes paid will be refunded. Shipping taxes, if applicable, are non-refundable. Original shipping charges are non-refundable, provided the return is related to a shipping error on the part of Capilex.
- Processing time:
- In the event of a "charge to account" order, the credit will be applied immediately to the customer account used at the time of purchase and will correspond to the total amount of the product returned according to the invoice in the system.
- When paying by credit card, please allow up to 10 business days from the time your package arrives at one of our distribution centers (Montreal or Quebec City), and 1 to 2 billing cycles for the refund to appear on your credit card statement.
- Please note that the refund will only be issued once you have received a positive response from Capilex.
CANCELLING OR MODIFYING AN ORDER
Once an order has been placed, you may modify or cancel it depending on the status of your order. If your order is being processed, contact our customer service department by e-mail (info@capilexbeaute.ca) or by telephone (toll-free: 1 800 463-4721).
Once your order has been processed and shipped, please follow the returns procedure detailed above to make an in-store or postal return.