Refund policy

Everything you need to know about booking, treatments & shopping with us. For quick answers, see our FAQ.

Bookings & payment

Book online any time, or call or email us during studio hours.
Online bookings are paid in full when you book, which holds your appointment.
If you book by phone or email, we keep a card on file to hold your appointment.
Groups of 3 or more need a 50% deposit to hold the appointments.
We take all major credit cards & cash. We can’t take e-transfers or cheques.
Prices are before tax & gratuity.

Cancellations & late arrivals

To cancel or reschedule, use the link in your confirmation or reminder email, or call or email us.

With 24 hours’ notice or more

There’s no charge. If you prepaid online, we’ll refund you to your original payment method. Refunds are processed by hand, so they can take up to 5 business days to show. If it’s been longer, email us at info@studiosvisavis.com.

With less than 24 hours’ notice

We charge 50% of the service.

No-shows

Missed appointments are charged in full.

Running late

Call us so we know you’re on your way. If you’re up to 15 minutes late, we may need to shorten your treatment so the next client isn’t kept waiting. If you’re more than 15 minutes late, we can’t treat you that day, & it counts as a late cancellation.

Consultations & patch tests

Consultations are free, with no obligation to book anything.

Lumecca IPL & laser hair removal start with a $50 consultation & patch test, so we can find safe settings for your skin. The $50 goes toward your first treatment.

Series & packages

Series & packages are priced well below single sessions, so they’re final sale & can’t be refunded.
If your plans change, you can put unused sessions toward another treatment of your choice.
Unused sessions are valid for 2 years from purchase.
Series & packages are for you only & can’t be transferred to someone else.
If you need to stop for a medical reason, talk to us & we’ll work it out.

Gift cards

Gift cards never expire.
Use them toward facials, treatments & products at the studio. They can’t be used in our online shop or online booking yet. They can’t be used for injectables.
Lost or stolen gift cards can’t be replaced.
All gift card sales are final.

Shipping

Order processing

Orders are processed Tuesday to Saturday, excluding holidays, the days our studio is open.
We aim to send orders out the same day, but please allow 1 to 3 business days when we’re busy.
Orders placed on a Sunday, Monday or holiday begin processing the next business day.
As soon as your order ships, we’ll email you a confirmation with your tracking link.

Shipping methods & delivery times

We ship with Canada Post or UPS, depending on your order & where it’s going. Once your order ships, delivery usually takes:

GTA: 1 to 3 business days
Outside Ontario: 5 to 10 business days

Delivery estimates start once your order ships & can be affected by carrier delays, weather & other events outside our control.

Shipping costs

Orders over $125: free
Within Ontario: $10
Outside Ontario: $20

Your shipping cost is always shown at checkout, before you complete your purchase.

Studio pickup

Prefer to collect? Choose Pickup at checkout & there’s no shipping charge. We’ll email you when your order is ready, usually within the hour while we’re open. Just give your name at the front desk at 780 College St.

Order tracking

Once your order ships, we’ll email you a tracking number & link. Tracking can take 1 to 2 days to update after you receive it.

Shipping destinations

We ship within Canada only. We don’t ship internationally at this time.

Address accuracy

Please double-check your shipping address at checkout. If you need to correct it, email us at info@studiosvisavis.com as soon as possible. Once your order has shipped, we can’t change the address.

Lost, damaged or delayed packages

Delayed: if your tracking hasn’t moved after 3 business days, email us & we’ll trace it with the carrier.
Marked delivered but not received: please wait 24 hours, as parcels are sometimes marked delivered early or left with a neighbour. If it still hasn’t arrived, email us & we’ll work with you & the carrier to sort it out.
Damaged: email us clear photos of the item & the packaging, & we’ll make it right.

Once a parcel is with the carrier, we can’t always promise a free replacement, but we’ll always help. If we send a replacement, we may ask for a signature on delivery or a different address.

Order changes & cancellations

Need to change or cancel your order? Email us at info@studiosvisavis.com as soon as possible. We can usually make changes or cancel before your order ships, but once it’s in transit we can’t modify it. Refunds for cancelled orders go back to your original payment method & can take up to 5 business days to show.

Returns & refunds

What can be returned

Unopened products in their original sealed packaging can be returned within 15 days of delivery, with your receipt or order number. For health & safety reasons, we can’t accept opened or used products, unless a product caused a reaction.

How to return

In person: bring unopened online orders to the studio. It’s free, since there’s no shipping.
By mail: email us at info@studiosvisavis.com with your order number first. You’ll need to arrange & pay for return shipping yourself. We recommend a tracked service.

Refunds

Once we’ve received & checked your return, we’ll refund you to your original payment method. It can take up to 5 business days to show.

If a product caused a reaction

Email info@studiosvisavis.com within 15 days with at least two clear photos of the area. Once we’ve reviewed it, we’ll arrange a replacement or a refund.

Services

We don’t refund services. If a treatment didn’t feel right, email us & tell us what happened, & we’ll do what we can to make it right.

Contact us

Questions about any of these policies? Email info@studiosvisavis.com & we usually reply the same day, or call 416-537-3232 during studio hours.