Refund and Returns Policy

Effective for all purchases made on or after 2026.02.01

1. Purpose & Brand Positioning

At Chillax Spa, we curate professional-grade skincare and wellness products with the same care and expertise that define our in-spa treatments. Our Returns & Refunds Policy is designed to balance client confidence, professional hygiene standards, and fair business practices, positioning Chillax Spa between mass beauty retailers and professional spa brands.

We recognize that individual Skin / Scalp / Body responses may vary. This policy does not constitute a guarantee of results, suitability, or outcomes. Skincare, Hair & Scalp Care and wellness products are not medical treatments, and individual responses may differ.

2. Scope of This Policy

This policy applies only to products purchased directly from:

chillaxspa.ca, or
Chillax Spa physical retail locations.

Products purchased from third-party retailers, online marketplaces, or other spas are subject to the return policies of those sellers.

3. Return Eligibility

Subject to the terms below, eligible products may be returned within 14 days of receipt.

To qualify for a return:

The product must be new or gently used, limited to minimal testing;
The product must remain in clean, resalable condition;
Original packaging must be included where applicable; and
A valid receipt or proof of purchase is required.

For the purposes of this policy, “gently used” is assessed based on reasonable product-condition standards as determined by Chillax Spa in accordance with its internal assessment procedures.

Products showing signs of excessive use, alteration, contamination, or damage may be refused or approved only for a partial refund.

4. Non-Returnable Items (Final Sale)

For hygiene, safety, and professional-use reasons, the following items are final sale and non-refundable, except where required by applicable law:

Gift cards (physical or digital);
Products discounted 50% or more;
Opened or heavily used skincare, cosmetics, or personal care products;
Health-related, hygienic, or professional-use products once opened beyond minimal testing.

4A. Non-Returnable Items (Nature-Based Restrictions)

Certain products may be non-returnable due to their inherent nature, even if they are not designated as “Final Sale.” These restrictions are based on hygiene, safety, product integrity, or professional-use considerations, and not on pricing or promotional discounts.

The following categories are not eligible for return once opened or used beyond minimal testing, except where required by law:

Hygiene-sensitive products, including skincare, scalp care, body care, or personal care items where opening or use may compromise sanitation;
Professional-use or treatment-grade products intended for supervised or specialized application;
Perishable or product-integrity–sensitive items where return could compromise quality, stability, or safety.

Where applicable, such limitations will be clearly disclosed on the product page prior to purchase. These nature-based restrictions do not affect any statutory consumer rights.

5. Return Request Process

All return requests must be submitted for review prior to shipment.

To request a return, customers must email shopee@chillaxspa.ca within 14 days of receiving their order and include:

Order number;
Product name(s); and
A brief reason for the return.

Upon review, Chillax Spa will provide return instructions if the request is approved.

6. Inspection & Review

Chillax Spa reserves the right to request a reasonable opportunity to inspect returned products to confirm eligibility under this policy.

Return decisions are based on objective product-condition standards and are applied consistently to ensure fairness, hygiene compliance, and consumer protection.

7. Refunds

Once a return is received and approved:

Customers will be notified by email;
Refunds will be issued to the original method of payment;
Approved refunds are processed by Chillax Spa within three (3-5) business days;
Posting times may vary depending on the customer’s financial institution and are outside of Chillax Spa’s control.

8. Sale Items

Only regular-priced items are eligible for refunds. Items discounted 50% or more are final sale and are not refundable.

9. Exchanges

Exchanges are offered only for products that are defective or damaged upon arrival.

Approved exchanges must be returned to:

Chillax Spa
Unit 4, 4361 Kingsway
Burnaby, BC, V5H 1Z9

10. Return Shipping

Customers are responsible for all return shipping costs unless the return is due to an error on the part of Chillax Spa (incorrect or damaged item).

Shipping fees are non-refundable. Responsibility for returned items remains with the customer until the item is received and accepted by Chillax Spa. We strongly recommend using a trackable shipping method, as Chillax Spa is not responsible.