Terms of service

Terms of Service

Last updated: September 9, 2026

Overview

This website and online store are operated by Santrel International Inc. (“Santrel,” “we,” “us” or “our”). These Terms of Service apply to your access to and use of santrel.com, including all information, content, features, products and services available through the website.

Our online store is hosted by Shopify, which provides the e-commerce platform that enables us to sell our products and services.

By visiting the website, creating an account or placing an order, you agree to these Terms of Service and to the policies presented or linked during checkout. If you do not agree, you must not use the website or place an order.

1. Eligibility and Customer Accounts

You must have the legal capacity to enter into a contract in your jurisdiction to make a purchase.

You are responsible for providing accurate, current and complete information and for maintaining the confidentiality of your account credentials. You are responsible for activity conducted through your account, except where otherwise provided by law.

We reserve the right to refuse service, close an account or cancel an order where reasonably necessary to prevent fraud, misuse, unlawful activity or a violation of these Terms.

1. Product Information

We make reasonable efforts to ensure that product descriptions, images, formats, ingredients, directions, prices and availability are accurate.

Product packaging, colours, labels and presentation may vary from images displayed online, including when packaging is updated. Always read the product label, ingredients, directions, warnings and other information appearing on the physical packaging before use.

Information available on this website is provided for general informational purposes only. It is not medical advice and is not intended to diagnose, treat, cure or prevent any disease. If you have a medical condition, allergy, sensitivity or concern, consult an appropriate healthcare professional before using a product.

1. Prices, Taxes and Payment

Unless otherwise stated, prices are displayed in Canadian dollars.

Applicable taxes, shipping charges, discounts and the final order total are displayed during checkout before the order is submitted.

You agree to provide valid payment information and authorize the selected payment provider to charge the amount shown at checkout. Payment information is processed by secure third-party payment providers.

We may correct genuine pricing, description or technical errors. If an error affects an order already submitted, we will contact you before proceeding or cancel the affected order and refund any amount collected, as required by law.

1. Orders and Acceptance

Submitting an order does not automatically guarantee its acceptance. An order is accepted when Santrel confirms or processes it, subject to product availability, payment authorization, fraud review and delivery restrictions.

We may refuse or cancel an order where permitted by law, including because of product unavailability, an obvious pricing or description error, suspected fraud, unauthorized resale, delivery restrictions or incorrect customer information.

If we cancel an order after payment has been collected, the applicable amount will be refunded using the original payment method.

1. Shipping and Delivery

Available shipping destinations, methods, charges and estimated delivery times are displayed during checkout and are subject to our Shipping Policy.

Customers are responsible for providing a complete and accurate delivery address. Delivery estimates are provided in good faith but are not guaranteed. Carrier delays, weather, peak periods and circumstances outside our reasonable control may affect delivery.

Risk of loss and any mandatory consumer rights relating to delivery remain governed by applicable law.

1. Returns, Refunds and Order Issues

Returns, exchanges, refunds, damaged products, missing items, incorrect products and undeliverable orders are governed by our Refund and Return Policy.

Nothing in these Terms limits rights or remedies that cannot be excluded under applicable consumer protection legislation.

1. Promotions and Discount Codes

Promotions and discount codes may be subject to additional eligibility requirements, expiry dates, product exclusions and usage limits.

Unless expressly stated otherwise, promotional offers cannot be combined. We may cancel or correct a promotion affected by fraud, misuse or a genuine technical or pricing error, subject to applicable law.

1. Acceptable Use

You must not:

• Use the website or its content for an unlawful, fraudulent or unauthorized purpose
• Attempt to gain unauthorized access to the website, customer accounts or related systems
• Introduce viruses, malicious code or other harmful technology
• Interfere with the security, availability or operation of the website
• Collect or use information about other users without authorization
• Misrepresent your identity or submit false information
• Use automated means to scrape, copy or exploit the website without permission

We may restrict access where reasonably necessary to protect customers, Santrel, Shopify or other parties.

1. Intellectual Property

The website and its content, including trademarks, brand names, product names, logos, text, photographs, graphics, videos, designs and software, are owned by or licensed to Santrel and are protected by applicable intellectual property laws.

No content may be reproduced, distributed, modified, published, sold or commercially exploited without prior written permission, except as permitted by law.

1. Third-Party Services and Links

The website may use or link to third-party services, including Shopify, payment providers, delivery carriers, analytics services and social media platforms.

Third-party services are governed by their own terms and privacy practices. Santrel is not responsible for third-party websites or services that it does not control, except to the extent required by law.

1. Privacy

Our collection, use, disclosure and protection of personal information are described in our Privacy Policy.

By using the website, you acknowledge that information may be processed by Shopify and other service providers necessary to operate the store, process payments, prevent fraud, fulfill orders and provide customer service.

1. Disclaimer and Limitation of Liability

We make reasonable efforts to maintain the security, availability and accuracy of the website. However, the website may occasionally be interrupted, delayed or affected by technical issues outside our reasonable control.

To the fullest extent permitted by law, Santrel is not liable for indirect, incidental or consequential losses arising from the use of the website or from events outside its reasonable control.

Nothing in these Terms excludes or limits any warranty, liability, right or remedy that cannot legally be excluded or limited.

1. Indemnification

To the extent permitted by law, you agree to indemnify Santrel against claims, losses or expenses arising directly from your unlawful use of the website, your violation of these Terms or your infringement of another person’s rights.

1. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be enforced to the maximum extent permitted or removed, and the remaining provisions will remain in effect.

1. No Waiver

A delay or failure by Santrel to enforce a provision of these Terms does not waive its right to enforce that provision later.

1. Governing Law

These Terms are governed by the laws applicable in Quebec and the federal laws of Canada applicable there, without limiting any mandatory consumer rights available in the customer’s jurisdiction.

1. Changes to These Terms

We may update these Terms to reflect changes to our services, practices or legal obligations. The revised version will be posted on this page with an updated effective date.

Changes will not retroactively reduce rights relating to an order already accepted, except where permitted or required by law.

1. Contact Information

Questions about these Terms may be sent to:

Santrel International Inc.
1600 Rue Louis-Marchand
Beloeil, Quebec J3G 6S3
Canada

Email: info@santrel.com
Telephone: 450-653-8201