Customer Care
Assurance
At Vancouver Laser & Skin Care Centre, we strive to maintain a fair and accommodating refund and cancellation policy to ensure your satisfaction. We understand that circumstances may arise where a refund or appointment cancellation is necessary, and we’re here to assist you through the process.
General Refund Policy
- Treatment Purchases: You have 14 days from the purchase date to request a refund.
- Product Purchases: You have 14 days from the purchase date to request a refund, provided the item is unopened and in its original condition.
- Online Product Purchases: You have 30 days from the shipment date to request a refund, provided the item is unopened and in its original condition.
- Promotional/Sales Purchases: Non-refundable. These purchases may only be exchanged for clinic credit.
- Gift Card (GC, Clinic Credit) Purchases: Non-refundable.
Refunds will be credited to the original payment method and will be based on the actual purchase price, plus applicable taxes, unless otherwise stated. Shipping and handling charges are non-refundable.
If a refund is confirmed and occurs within 14 or 30 days of purchase, it will be processed through the original payment method. The refunded amount will be based on the original price, after applying any vouchers, credits, or discounts.
All promotional and regular sales purchases may be redeemed using vouchers, credits, extra discounts, or birthday offers. These purchases are final sale, non-refundable, and may only be exchanged for in-clinic credit. The credited amount will be based on the actual sale price of the treatment.
If the original payment method is no longer valid (e.g., payment card expired, stolen, or lost), store credit will be issued instead.
Treatment Expiry
- Regular Price Treatments: Expire 12 months from the purchase date.
- Member Price Treatments: Expire 18 months from the purchase date.
Promotional & Sales Purchases
- All promotional and regular sales purchases are final sale, non-refundable, and may only be exchanged for in-clinic/store credit.
- Services exchanged for in-store credit will expire in 12 months for non-members and 18 months for members from the original purchase date.
- Credited amounts will be based on the actual amount paid for the treatment or service, after applying any vouchers, credits, or discounts.
- Gift cards, vouchers, and clinic/store credit purchased for a specific dollar amount, not linked to specific treatments or discounts, do not expire but are non-refundable and non-transferable unless otherwise specified.
- Gift cards, vouchers, and clinic/store credit purchased for a specific treatment at a discount will expire in 12 months for non-members and 18 months for members. These are non-transferable unless otherwise specified.
- Any approved refund request will be exchanged for in-store credit, which will expire in 12 months for non-members and 18 months for members from the original purchase date.
Products & Returns (Online and In-store)
- Unopened products in their original condition, with all labels attached, may be refunded to the original payment method within 14 or 30 days of the purchase or shipment date (see General Refund Policy). The refunded amount will be based on the price after applying any coupons, credits, or discounts. Shipping and handling charges are not refundable. If the original payment method is no longer valid (e.g., payment card expired, stolen, or lost), store credit will be issued instead.
- Used products are non-refundable, except in cases of an allergic reaction. In such instances, in-store credit may be issued at management’s discretion, and evidence of the allergic reaction may be required.
Pre-Paid Services & Cancellations
- No-show fee: $150 will apply if you fail to attend your appointment without prior notice.
- Late Cancellation: If you cancel a pre-paid service within 48 hours of your scheduled appointment, a $100 late cancellation fee will apply.
Transfer of Credit
- In limited circumstances, store credit, gift cards, services, or vouchers may be transferred to another individual with the consent of both parties if you are relocating or have verifiable health conditions that prevent you from receiving treatment.
- All transfer requests with the relevant supporting documents, must be submitted in writing and are subject to approval.
Cash Redemption
- Gift cards, vouchers, store credit, or promotional credits may not be redeemed for cash, in whole or in part, unless required by law.
Store credit, in-clinic credit, gift cards, and vouchers should all be treated the same as store credit.