Terms of service

CONCEPT C POLICY (WEB)

We offer expedited parcel shipping within 1–5 business days* (unless otherwise indicated on the product page or in the banner at the top of the site).

Shipping is FREE for all orders of $59 or more (before taxes). This threshold must be reached after applying any promo code.

• Business days are Monday to Friday, excluding statutory holidays.

List of statutory holidays 2025:

New Year’s Day (January 1 and 2)
Good Friday and Easter Monday (April 18 and 21)
National Patriots’ Day (May 19)
Saint-Jean-Baptiste Day (June 24)
Canada Day (July 1)
Labour Day (September 1)
National Day for Truth and Reconciliation (September 30)
Thanksgiving (October 13)
Remembrance Day (November 11)
Christmas Day and Boxing Day (December 25–26)

*If a holiday falls on a Saturday or Sunday, it will be observed on the next business day. As a result, post offices will be closed and no mail delivery will take place on those days.

To help prevent theft, any parcel with a value greater than $250, taxes included, will require a mandatory signature. If you are not available at home, the parcel will automatically be redirected to a post office, or the carrier will contact you to schedule a delivery when you are present.

Shipping costs and delivery times

When the customer places an order on our website, they are informed of the availability of the items they have selected. In the event of a stock-out, the customer has the option to receive an email alert when the item is back in stock.

At checkout, the total price, including taxes, shipping and handling fees, in Canadian dollars, will be displayed before the order is finalized. The credit card will be charged in Canadian dollars based on the amounts shown during the payment process.

For orders totaling less than $59, a shipping fee of $11.99 + taxes applies. The total shipping time will be 1 to 5 business days. Please note that the shipping address must be located in Canada.

If the customer provides an incorrect address (for example: missing apartment number), causing the parcel to be returned to the CONCEPT C. SHOP shipping center, a fee of $11.99 plus taxes will be charged to the customer to cover the cost of reshipping the parcel.

If the customer does not pick up their parcel at the post office and it is returned to the shipping center, we will automatically process a refund for the parcel, deducting return fees of $11.99 plus taxes.

If the customer ordered the wrong product and wants an exchange:

If a customer wishes to return an “incorrect” product, they will be responsible for the return shipping fees of $11.99 plus taxes to send the item back to the shipping center. After receiving the item, we will perform standard checks and refund the product, minus the shipping fees. This method allows for faster processing, enabling the customer to place a new order for the desired product, subject to item availability.

The customer will be able to track the progress of their parcel directly on the Canada Post website using the tracking number provided in the shipping confirmation email.

To avoid return fees, the customer may also return their product to one of our stores.

In the event of discrepancies in the information provided, your file may be subject to an investigation. Due to the increase in fraud cases, our internal policy requires additional verification before shipping parcels. Therefore, CONCEPT C. SHOP reserves the right to place the order on hold to conduct these checks, which may result in additional processing time before the order is shipped.

In the case of a dispute or payment refusal by officially accredited financial institutions, CONCEPT C. SHOP reserves the right to suspend or cancel the delivery of the order, as well as to refuse or cancel any order from a customer with whom there is an ongoing dispute relating to the payment or return of an order. Ownership of the products sold on the CONCEPT C. SHOP website transfers at the time of full payment of the order. Until the items have been paid for in full by the customer, they remain the property of CONCEPT C. SHOP. A detailed invoice will be sent to the customer by email after the order has been placed. Invoices can also be printed from “My Account” on the customer’s personal page on the CONCEPT C. SHOP website as soon as the order has shipped.

In-store pickup

The in-store pickup option is currently suspended. It will be available again at both of our locations (Trois-Rivières and Quebec City) in 2026.

Order cancellation

If you wish to cancel an order that has already been placed, please contact us by email at info@conceptcshop.com If the order has not yet been processed, we will be happy to cancel it and issue a refund. However, if the order is already being processed or is in transit and you still wish to cancel it, return fees ($11.99 + taxes) will be at your expense. Once the parcel has been received at our shipping center and after our usual checks, we will process the refund (minus return fees). Please allow up to 48 business hours for a response from customer service.

Adding a product to an existing order

If you have already placed an order and wish to add an item, please contact us by email at info@conceptcshop.com If your order has not yet been processed, we can add the product and send you an email so you can complete payment for that item. However, if your order has already been processed and/or is on its way, it will unfortunately be too late to add a product.

Item in cart

Please note that when an item is in your cart, it is not automatically reserved. An item may become unavailable at the time of your purchase, which means that the quantity available in our inventory has been depleted. A product is only reserved once it has been purchased.

Delivery delay or lost parcel

Any order not received at the address provided by the customer within 10 days of shipment is considered lost. In this situation, Canada Post may contact you to conduct an investigation. We kindly ask that you respond to their requests to facilitate this process. Subject to item availability, CONCEPT C. SHOP undertakes to reship the order to the customer within 7 business days, or to refund all or part of the out-of-stock items.

If the parcel is returned by the postal service with a note such as “unclaimed” or “does not live at this address,” CONCEPT C. SHOP will inform the customer by email or by phone. In this case, the parcel may be reshipped to the customer with their consent and upon payment of reshipping fees ($11.99 + taxes).

Return policy (online purchase)

To make a return, you must contact Concept C customer service by sending an email to info@conceptcshop.com Please include your name, order number and the reason for your return. Exchanges or returns are accepted within 14 days of receiving the parcel, subject to the following conditions:

• The item must not have been used. If it is a product, it must still be sealed.
• It must be kept in its original packaging, which must be intact (no tears on the box), and no postal stickers may be applied directly to the product packaging.
• All components of the tool must be included, from the instruction manual to the protective plastic on the power plug. 
• Your transaction receipt or your contact information is MANDATORY.
• The reason for the exchange or refund must be valid and verifiable.

Please note that Concept C reserves the right to refuse an exchange at any time.

A return label will be provided to you, and return fees in the amount of $11.99 (+ taxes) will be deducted from your refund. You will have 7 business days from the date you receive your label to send the tool back to us.

For the holiday period, any purchase made after November 1, 2025 (that meets the conditions listed above) may be returned until January 11, 2026.

Procedures for returning an item (online purchase):

To return the item(s), please pack them in the product’s original box. If this is not possible, make sure you adequately protect the return in a box to avoid any damage during transport. Attach the return label to the parcel and drop it off at a Canada Post office. The item must be received within 14 days from the date the return label is issued.

The refund will be issued on the amount actually paid by the customer for the product(s), including taxes, after deduction of the shipping fees.

Processing the return and crediting your account may take up to 3 business days. We will notify you by email once your return has been processed. Please note that your financial institution may take additional time to record the transaction (up to 72 hours after the refund confirmation email).

For any questions regarding your return, please contact our customer service at info@conceptcshop.com

Important: We do not accept returns from the United States.

Return policy (online purchase - return in store)

You may go to one of our locations to return an item purchased online. However, you must first contact Concept C customer service by sending an email to info@conceptcshop.com in order to process the return.

Please include your name, order number and the reason for your return. Exchanges or returns are accepted within 14 days of receiving the parcel, subject to the following conditions:

The item must not have been used. If it is a product, it must still be sealed.

It must be kept in its original packaging, which must be intact (no tears on the box), and no postal stickers may be applied directly to the product packaging.

All components of the tool must be included, from the instruction manual to the protective plastic on the power plug.

Your transaction receipt or your contact information is MANDATORY.

The reason for the exchange or refund must be valid and verifiable.

Please note that Concept C reserves the right to refuse an exchange at any time.

Once you have returned your parcel in store and after our usual checks, the refund will be issued directly to your credit card. Please allow 24 to 48 business hours.

Return policy (in-store purchase)

Would you like to return an item purchased in store?

Please make sure to provide your name, your receipt and the reason for your return. Exchanges or returns are accepted within 14 days of purchase, subject to the following conditions:

• The item must not have been used. If it is a product, it must still be sealed.
• It must be kept in its original packaging, which must be intact (no tears on the box), and no postal stickers may be applied directly to the product packaging.
• All components of the tool must be included, from the instruction manual to the protective plastic on the power plug.
• Your transaction receipt or your contact information is MANDATORY.
• The reason for the exchange or refund must be valid and verifiable.
• Please note that Concept C reserves the right to refuse an exchange at any time.

Once you have returned your item in store and after our usual checks, the refund will be issued directly to your credit card. Please allow 24 to 48 business hours.

Damaged products

If one of our products/accessories is unfortunately damaged (either due to a manufacturing defect or damage during transport), you have 7 days from the receipt of your parcel to inform us by sending an email to info@conceptcshop.com

To speed up the process, please send photos or videos showing the damage to the product when you send your email.

It is your responsibility to check your products/accessories upon receipt. After 7 days, no product can be replaced or refunded.

CONCEPT C. SHOP reserves the right to either replace the damaged products/accessories OR issue a full or partial refund for them.

If you receive a damaged parcel whose contents are unusable, please contact us immediately at 1 (418) 780-2999, option #1 (Monday to Friday, 9:00 a.m. to 4:00 p.m. Eastern Time). We will immediately notify the shipping company, and CONCEPT C. SHOP will be happy to replace the damaged products. Please provide photos of the damaged parcel.

Missing product

Noticed that a product is missing from your order? You have 7 days to inform us by email at info@conceptcshop.com. After this period, no claim will be accepted.

Frozen products

If your products have frozen (for example, left in a parcel locker), please follow this procedure:

• Leave the products in the box at room temperature so they can thaw naturally.
• Do not shake the bottles and handle them carefully.

After thawing, if you notice that the product has separated into phases or has an unpleasant odor, please contact us by email at info@conceptcshop.com. We will then proceed with an exchange.

Allergic reactions

Allergic reactions are complex individual responses and can vary from person to person. We strongly encourage our customers to carefully review the ingredients of the products before purchasing in order to avoid any exposure to known allergens. We decline all responsibility in the event of allergic reactions and recommend that customers consult a healthcare professional for any concerns related to allergies. Thank you for your understanding.

Clearance

Products found under the “Clearance” tab are final sale. They are neither exchangeable nor refundable.

Tool warranty

In the event of a defect in a tool still covered under the manufacturer’s warranty, please contact us by email at info@conceptcshop.com or visit the store where you made your purchase.

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

For online purchases, upon receipt of the tool at our shipping center, we will verify the defect and proceed with an immediate exchange where applicable. However, if the item shows no issues, shipping fees ($11.99 + taxes) will be charged to send the parcel back.

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

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

General terms of sale

Product pricing

Product prices on the online store may differ from product prices in our physical stores.

Product availability

CONCEPT C. SHOP cannot guarantee permanent availability of the products offered. In the event that one or more products ordered are unavailable due to a stock-out, we will inform you by email.

Please note that CONCEPT C. SHOP reserves the right to cancel and refund any out-of-stock product without prior notice.

The following options may be offered to you, at the discretion of CONCEPT C. SHOP:

• Keep the order on hold and ship it as soon as the product(s) become available again.
• Offer an exchange with a similar product at the same price.

Please note that CONCEPT C. SHOP cannot be held responsible for any damages that may result from a stock-out.

Social media policy

We share many tips on our social media platforms, which involves providing a large number of links to products available on our website. However, some of these links may be incorrect (for example, leading to the shampoo instead of the conditioner). It is your responsibility to verify that the products added to your cart are the correct ones. Please note that CONCEPT C. SHOP cannot be held responsible for any erroneous purchase made by following one of our links.

Satisfaction Policy

We understand that shopping online can sometimes raise questions. Although we do not currently offer a satisfaction policy and all sales are final, our team is here to support you before your purchase. Feel free to reach out to us on social media or at info@conceptcshop.com, we’ll be happy to help you choose the product that best suits your needs.

Price matching

We would like to inform you that, although we do not offer price matching with our competitors, we are committed to offering the best price possible. Our goal is to ensure you receive excellent value for money with every purchase.

Price adjustment policy following a discount announced on our site

If a product you purchased goes on sale on our site within 48 hours of your purchase, we will offer you a price adjustment. Beyond this time frame, no adjustment will be made.

Promo code policy

If you forgot to apply a promo code when placing your order, you have 72 hours from the date of your order to inform us. You can contact us by email at info@conceptcshop.com

Beyond this 72-hour period, no refund or adjustment can be made.

Please note that certain promotions are exclusive to the website and do not apply in stores.

General terms of promo codes

Promo codes can be combined with other offers (jumelable) but cannot be used together with other promo codes at the same time. They may be excluded from certain ongoing promotions, particularly when a product is already discounted or part of a special offer.

Welcome promo code (newsletter)

The welcome promo code offered when subscribing to the newsletter can be combined with other offers but cannot be used together with other promo codes at the same time. It may be excluded from certain ongoing promotions, particularly when a product is already discounted or part of a special offer. This code does not apply to Steampod and Airlight products from L’Oréal Professionnel.