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Product Breakage:

If any of our products are unfortunately damaged (whether due to manufacturing defects or during transportation), you have 7 days from the receipt of your parcel to inform us by sending an email to

To expedite the process, please provide us with photos or videos illustrating the damage to the product when you send your email.

It is your responsibility to check your products upon receipt. Beyond 7 days from the receipt of your parcel, no product can be replaced or refunded.

In the event of receiving a damaged package with unusable contents, please contact us immediately at 1 (418) 780-2999, option #1 (Monday to Friday, from 9 am to 4 pm Eastern Time). We will immediately notify the shipping company, and CONCEPT C. SHOP will be happy to replace the damaged products. Please provide us with photos of the damaged package.

Missing Product:

If you find that a product is missing from your order, you have 7 days to inform us by email at Beyond this deadline, no claims will be accepted.

Frozen Products:

  • If your products are frozen (for example, left in a postal locker), please follow this procedure:
  • Leave the products in the box at room temperature to thaw naturally.
  • Do not shake the bottles and handle them with care.
  • After thawing, if you find that the product is bi-phased or has an unpleasant odor, please contact us by email at We will proceed with an exchange.

Allergic Reactions:

Allergic reactions are complex individual responses and may vary from person to person. We strongly encourage our customers to carefully examine the product ingredients before purchasing to avoid exposure to known allergens. We disclaim any responsibility for allergic reactions and recommend that customers consult a healthcare professional for any allergy-related concerns. Thank you for your understanding.

Tool Warranty:

In the event of a defect in a tool still under the manufacturer's warranty, please contact us by email at or visit the branch where you made the purchase.

CONCEPT C. SHOP undertakes to replace the tool free of charge, provided it is returned in its original packaging and accompanied by the invoice (please refer to the invoice or the product page on our website for the warranty period).

For online purchases, upon receiving the tool at our shipping center, we will verify the defect and proceed with an immediate exchange if necessary. However, if the item has no issues, shipping fees ($10.99 + taxes) will be charged for returning the parcel.

For in-store purchases, we will verify the defect and proceed with an immediate exchange if necessary. If the item has no issues, it will be returned to the customer.

It is important to note that all returns are subject to validation and approval at the discretion of CONCEPT C. SHOP.