Returns & Refunds

Maison Oolong is committed to offering treatments and products of optimal quality. Our satisfaction policy distinguishes between services rendered (treatments, appointments) and tangible goods (retail products), as well as recurring commitments (subscriptions, packages) and gift products (gift cards).

All refund and return requests are handled with care and on a case-by-case basis. Our team is committed to responding to any request within 5 business days.

This policy applies to all purchases made on the maisonoolong.ca website and in person at our Montréal location, subject to the provisions of the Consumer Protection Act of Quebec (CQLR, chapter P-40.1).

Given the personal and bespoke nature of our treatments, services that have been rendered are non-refundable. By booking an appointment, the client acknowledges having read and accepted this policy.

In the event of dissatisfaction with a treatment received, the client is invited to contact us within 7 days of the appointment at [email protected]. We will examine each situation individually and, where appropriate, offer a complimentary adjustment, a credit note, or a partial refund at our discretion.

Cancellation and no-show conditions are governed by our General Terms and Conditions of Sale.

Returns of retail products purchased at Maison Oolong are accepted within 14 days of purchase, provided that:

• The product has not been opened, used, or damaged;
• The original packaging is intact;
• The original purchase receipt or proof of purchase is provided.

Opened products, cosmetic items, and products sold on promotion are not eligible for return or exchange, for hygiene and safety reasons.

Accepted returns are refunded to the original payment method within 5 to 10 business days, or exchanged for another product of equivalent value, at the client's choice.

For online orders, return shipping costs are the responsibility of the client, unless the product was received defective or is not as described.

Subscriptions

Subscriptions (monthly wellness plans) may be cancelled at any time by contacting us at [email protected] or directly at our establishment. Cancellation takes effect at the start of the following billing month — no additional charges will be made after that date.

No retroactive refund will be issued for the current month or for months already billed and consumed. Any unused treatment in the current cycle is forfeited upon cancellation.

Packages

Prepaid packages (multi-session packs) are non-refundable once purchased. Unused sessions remain valid for 12 months from the purchase date. After this period, unused sessions expire without compensation.

In the event of a medical contraindication preventing the use of a package, a credit note valid for 24 months may be issued upon presentation of a medical certificate.

Gift cards issued by Maison Oolong are non-refundable and cannot be exchanged for cash, in accordance with section 187.1 of the Consumer Protection Act of Quebec (CQLR, chapter P-40.1).

Gift cards are valid for 1 year from the date of issue. No management or inactivity fees will be charged during this period, in accordance with the Consumer Protection Act.

Gift cards may be used for all treatments, services, and retail products available at Maison Oolong. They may be used in full or in part across multiple visits. Any remaining balance is preserved until the card expires.

Lost or stolen gift cards cannot be replaced. Maison Oolong cannot be held responsible for any unauthorized use.

To submit a return or refund request, please contact us at:

Your request should include:

• Your full name and contact email address;
• The date of purchase or appointment;
• A description of the product or service concerned;
• Your order number or booking reference (if applicable);
• The reason for your return or refund request.

For physical product returns, we will provide you with a return address once your request has been reviewed and approved.

Allergic reaction or adverse reaction

If a client experiences an allergic or adverse reaction following a treatment performed at Maison Oolong, they are asked to contact us as soon as possible at [email protected] and to consult a healthcare professional. We take all such reports seriously and will work collaboratively with the client to find a satisfactory solution, which may include a refund or credit.

Cancellation by Maison Oolong

In the event that Maison Oolong is required to cancel an appointment (illness, force majeure, technical failure), the client will be notified as soon as possible and offered a rescheduled appointment at no additional charge or, if preferred, a full refund of any amount already paid.

Defective product

Any product received in defective or non-conforming condition will be refunded or exchanged without additional cost to the client, regardless of whether the product has been opened. The client must notify us within 48 hours of receipt of the order, with supporting photographs.

For any question relating to this policy, or to initiate a return or refund procedure, please contact our team:

This policy may be modified at any time. The version in force is that published on this page with the date of last update indicated above.