Privacy policy
Privacy Policy
Last updated: September 9, 2026
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Who We Are
This website and online store are operated by Santrel International Inc. (“Santrel,” “we,” “us” or “our”).
Santrel International Inc.
1600 Rue Louis-Marchand
Beloeil, Quebec J3G 6S3
Canada
Email: info@santrel.com
Telephone: 450-653-8201
Santrel is responsible for the personal information under its control. Questions, requests or complaints concerning personal information may be directed to the person responsible for the protection of personal information using the contact information above.
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Scope of This Policy
This Privacy Policy explains how Santrel collects, uses, discloses, retains and protects personal information when you:
• Visit or use our website
• Create or use a customer account
• Purchase or review our products
• Subscribe to our newsletter or marketing communications
• Contact customer service
• Participate in a promotion, survey or other activity
• Otherwise interact with us online
Our online store is hosted by Shopify, which provides the e-commerce platform used to offer our products and services.
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Personal Information We Collect
Depending on how you interact with us, we may collect the following categories of personal information:
Contact information
Your name, email address, telephone number, billing address, shipping address and other contact information.
Account information
Your account credentials, preferences, language, saved addresses and account activity.
Order and transaction information
Products viewed or purchased, shopping cart activity, order history, discounts, billing and delivery information, returns, refunds, claims and communications concerning an order.
Payment information
Payment method, payment status and transaction details. Complete payment-card information is processed by secure payment providers and is not stored directly by Santrel.
Communications
Information contained in emails, forms, telephone calls, customer-service requests, complaints, reviews or other communications with Santrel.
Marketing information
Newsletter subscription status, communication preferences and, when voluntarily provided, information such as your date of birth for eligible communications or promotions.
Device and usage information
IP address, browser type, device type, operating system, referring page, pages viewed, links selected, dates and times of visits, cookie identifiers and information about how you interact with the website.
Fraud and security information
Information used to authenticate transactions, protect accounts, detect suspicious activity and prevent fraud or misuse.
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How We Collect Personal Information
We may collect personal information:
• Directly from you when you create an account, place an order, complete a form, subscribe to communications or contact us
• Automatically through cookies and similar technologies when you use the website
• From Shopify and other service providers that help us operate the store
• From payment processors, delivery carriers, fraud-prevention providers, analytics providers and marketing platforms
• From business partners or retailers when permitted by law and relevant to your request or transaction
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How We Use Personal Information
We may use personal information to:
• Operate, maintain and secure the website
• Create and manage customer accounts
• Process payments, orders, refunds and claims
• Prepare, ship and deliver orders
• Communicate transactional information about orders and accounts
• Respond to questions, complaints and customer-service requests
• Administer promotions, surveys or other activities
• Personalize and improve the website and customer experience
• Measure website use and business performance
• Send newsletters or promotional communications when permitted
• Display or measure advertising where permitted and in accordance with your privacy choices
• Detect, investigate and prevent fraud, security incidents or unlawful activity
• Maintain business, accounting and tax records
• Establish, exercise or defend legal rights
• Comply with applicable legal and regulatory obligations
We limit the collection and use of personal information to what is reasonably necessary for the identified purposes.
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Consent and Your Choices
Where consent is required, Santrel will seek consent that is appropriate to the nature and sensitivity of the personal information and the intended use.
You may withdraw your consent, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may prevent us from providing a service that depends on the information, such as processing or delivering an order.
You may unsubscribe from marketing emails at any time by using the unsubscribe link included in those communications. You may still receive non-promotional communications relating to an order, account, security matter or legal obligation.
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Cookies and Similar Technologies
We use cookies and similar technologies to:
• Enable essential website and checkout functions
• Maintain security and prevent fraud
• Remember language, account and shopping preferences
• Understand website performance and usage
• Measure and improve marketing activities
• Provide advertising or personalization where permitted
Some cookies are necessary for the website to function. Where required by law, non-essential cookies will be used in accordance with the choices provided through our consent tools.
You may also manage cookies through your browser. Blocking certain cookies may affect website functionality, account access or checkout.
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How We Disclose Personal Information
Santrel does not sell personal information for monetary consideration.
We may disclose personal information only where reasonably necessary to:
• Shopify, which hosts and operates our e-commerce platform
• Payment processors and financial institutions
• Warehousing, fulfillment and delivery providers
• Website hosting, technical support and security providers
• Customer-service and communication providers
• Analytics, email marketing and advertising providers, in accordance with applicable law and your choices
• Professional advisers such as accountants, auditors, insurers or legal advisers
• Government, regulatory or law-enforcement authorities where required or permitted by law
• A purchaser or adviser involved in a proposed business transaction, subject to appropriate confidentiality safeguards
Service providers are authorized to use personal information only for the services they provide or as otherwise permitted by law.
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Shopify
Our store is powered by Shopify. Information submitted through the store is transmitted to and processed by Shopify and service providers necessary to operate the e-commerce platform.
Shopify may process information in countries other than the country where you live. Information about Shopify’s privacy practices and consumer privacy rights is available through the Shopify Consumer Privacy Policy and Shopify Privacy Portal.
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Processing Outside Quebec or Canada
Some service providers may store or process personal information outside Quebec or Canada, including in the United States.
Before communicating personal information outside Quebec, Santrel takes reasonable steps required by applicable law to assess the privacy implications and ensure that appropriate contractual or other safeguards are in place.
Information processed in another jurisdiction may be subject to the laws of that jurisdiction and may be accessible to its courts, law-enforcement authorities or government agencies.
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Automated Processing and Fraud Prevention
Shopify, payment processors and fraud-prevention providers may use automated tools to assess transactions, detect suspicious activity and protect the store and its customers.
These tools may consider information such as transaction details, device information, IP address, payment information and prior activity. When required by applicable law, you may request information about a decision based exclusively on automated processing and submit observations regarding that decision.
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Retention of Personal Information
We retain personal information only for as long as reasonably necessary to:
• Complete the purposes described in this policy
• Maintain customer accounts and order history
• Provide customer service
• Meet accounting, tax, contractual and legal requirements
• Prevent fraud and resolve disputes
• Establish, exercise or defend legal rights
Retention periods vary depending on the type of information and applicable legal requirements. When personal information is no longer required, it is securely destroyed or anonymized in accordance with applicable law.
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Security
We use reasonable administrative, technical and physical safeguards appropriate to the sensitivity of the personal information, including measures designed to protect against unauthorized access, loss, theft, use, disclosure or modification.
Access is limited to personnel and service providers who require the information for legitimate business purposes.
No electronic transmission or storage method is completely secure. We cannot guarantee absolute security, but we take reasonable steps to protect personal information under our control.
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Children’s Privacy
Our website and products are not directed to children under 13, and we do not knowingly collect personal information from children under 13 without authorization permitted by law.
If you believe that a child has provided personal information to us, contact us so that we can review and address the situation.
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Your Privacy Rights
Subject to applicable law, you may have the right to:
• Request access to personal information held about you
• Request correction of inaccurate, incomplete or outdated information
• Withdraw consent where processing is based on consent
• Request information about how personal information has been used or disclosed
• Request that certain information be deleted or that dissemination cease, where applicable
• Request portability of computerized personal information, where applicable
• Submit observations concerning certain automated decisions
• File a complaint concerning our privacy practices
We may need to verify your identity before processing a request. We will respond within the time required by applicable law.
If you are not satisfied with our response, you may contact the Commission d’accès à l’information du Québec or another competent privacy authority.
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Third-Party Websites
The website may contain links to websites or services controlled by third parties. Their privacy practices are governed by their own policies. Santrel is not responsible for websites or services it does not control.
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Changes to This Policy
We may update this Privacy Policy to reflect changes in our practices, technologies, services or legal obligations.
The updated policy will be published on this page with a revised “Last updated” date. Additional notice will be provided when required by law.
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Contact and Privacy Complaints
To exercise your privacy rights or submit a question or complaint, contact the person responsible for the protection of personal information:
Santrel International Inc.
Attention: Person Responsible for the Protection of Personal Information
1600 Rue Louis-Marchand
Beloeil, Quebec J3G 6S3
Canada
Email: info@santrel.com
Telephone: 450-653-8201
