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Terms & Conditions

Your visit to the Luminous Body (also referred to as “we”, “us”, “our”, “the Company”, “the Business”) website, as well as any product purchases you make, are deemed as a binding agreement that you will comply with the terms and conditions outlined herein. The continued use of our website and the acquisition of our products represent a mutual commitment between you, the user (also referred to as “you”, “your”, “customer”, “client”), and Luminous Body. Just as you are bound to these terms, we, in turn, are committed to providing the agreed services and products. Your acceptance of these terms and conditions, along with the reciprocal commitments by Luminous Body, form the basis of our contract with each other, and are both a necessary and valuable aspect of our business relationship.

Amendments

Luminous Body may amend these Terms and Conditions at any time by posting the amended terms on the website. All amended terms shall automatically be effective immediately upon posting. Your continued use of the website following the posting of changes to these terms will mean that you accept those changes.

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Documentation

Documents required by the Customer Service Standard are available upon request.

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Entire Agreement

This User Agreement, along with our Privacy Policy, constitutes the entire agreement between you and Luminous Body with respect to the use of the website and supersedes all prior or contemporaneous communications and proposals, whether oral, written, or electronic (i.e. email and/or text messages), between you and Luminous Body. If any provision of this User Agreement is found to be invalid or unenforceable, the remaining provisions shall be enforced to the fullest extent possible, and the remaining provisions of the User Agreement shall remain in full force and effect.

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Feedback

Should you encounter any issues or believe that our standards have not been upheld, please don’t hesitate to inform us. You can reach us via email at admin@luminousbody.ca or by clicking here. Your feedback is valuable to us.

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Force Majeure

If there is a default or delay in Luminous Body’s performance of its obligations, and the default or delay is caused by circumstances beyond the reasonable control of Luminous Body including fire, flood, earthquake, elements of nature, acts of God, epidemic, pandemic, explosion, failure of the public power grid, third party caused damage to network infrastructure (e.g. cable cut), war, terrorism, revolution, civil insurrection, government decree, unlawful acts, civil commotion, cyber terrorism/warfare, acts of public enemies, law, order, regulation, ordinance or requirement of any government or legal body having jurisdiction, or labour unrest such as strikes, slowdowns, picketing or boycotts, acts of nature, and all force majeure events, then Luminous Body shall not be liable for that default or delay, and shall be excused from further performance of the affected obligations on a day-to-day basis, provided that Luminous Body uses commercially reasonable efforts to expeditiously remove the causes of such default or delay in its performance.

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Governing Law and Jurisdiction

This User Agreement and any disputes or claims related in any way to your use of the website shall be governed by, and construed and enforced in accordance with, the laws of the Province of Ontario as well as Canadian Federal Law. Any action or proceeding arising out of or related to these terms must be brought in a court of competent jurisdiction in the Province of Ontario, and you consent to the exclusive jurisdiction of such court.

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Ingredient Flexibility Clause

Luminous Body reserves the right to modify the ingredients of its products for the purpose of enhancing their quality and efficacy, in accordance with Health Canada regulations. It is the responsibility of the users to keep themselves updated with any such changes made by Luminous Body in the ingredients of their products.

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Intellectual Property

All content on the Luminous Body website, including but not limited to text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Luminous Body or its content suppliers and is protected by Canadian and international copyright laws. The compilation of all content on this site is the exclusive property of Luminous Body and is protected by Canadian and international copyright laws. All software used on this site is the property of Luminous Body or its software suppliers and is protected by Canadian and international copyright laws.

You are granted a limited, revocable, and non-exclusive right to create a hyperlink to the home page of Luminous Body’s website so long as the link does not portray Luminous Body, its affiliates, or their products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use any Luminous Body logo or other proprietary graphic or trademark as part of the link without express written permission.

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Limitations of Liability

The information provided on our website and through our products is intended for educational purposes only. It is not intended to diagnose, treat, cure, or prevent any illness or disease. Luminous Body shall not be liable for any damages, including damages for business interruption or lost revenue, even if Luminous Body has been informed of the possibility of such loss or damage in advance.

You agree to hold harmless Luminous Body, its affiliates, and their respective owners, officers, directors, employees, agents, licensors, suppliers (collectively the “Service Providers”) and third-party partners from and against all losses, injuries, damages, claims, or otherwise arising because of using or misusing the information or services provided by Luminous Body.

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Order Cancellations

We place great importance on expediting your order as swiftly as possible. Typically, orders are processed and dispatched within a window of six hours from the time of submission. However, please note that the exact processing timeframe can vary based on seasonal fluctuations and overall order volume. Orders made over the weekend are prioritized and promptly addressed during our regular office hours on Monday mornings.

It’s important to note that there might be a slight delay in updating your order status to ‘shipped’. This does not mean your order isn’t on its way; rest assured, it’s merely a delay in the reflection of the status change.

Once your order is marked as shipped, it has already entered our logistics pipeline and is en route to you, and we are consequently unable to cancel it. We strive for the utmost efficiency in processing your order, and we appreciate your understanding and cooperation in this regard.

We are committed to your satisfaction and understand that there may be times when you need to make changes to your order. Should you have any changes in mind, or if you decide to cancel your order, please get in touch with us as soon as possible. The earlier we receive your request, the better the chance we can accommodate it before your order enters the shipping process. After all, your comfort and satisfaction are our top priorities. Please don’t hesitate to reach out for any order-related inquiries or concerns.

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Ordering Guidelines

It is best to place your order online.

We update our website on a daily basis. Our price commitment is limited to the date on which the order was placed.

Discounts or coupons that were not valid on the date of your order, cannot be applied.

There is NO Minimum Order Policy.

Any orders over $5,000.00 must be paid by Wire Transfer, Certified Cheque or Direct Deposit. Payment via E-Mail Transfer will only be accepted for orders up to $3000.00.

Customers placing a first-time order over $500, with different billing and shipping address, using a Credit Card payment method, are required to fill out a Credit Card Authorization form, and send back a copy of the completed and signed form. This form is automatically sent to the customer by automated e-mail.

Customers placing a first-time personal order over $100, using Credit Card must have the same billing and shipping address. Orders of more than $300 require a signature confirmation delivery for first-time customers.

Please ensure that all orders are accurate prior to finalizing and submitting them online.

Once an order has been confirmed, we will not accept any additions or deletions.

All orders must be checked immediately upon receipt so that any discrepancies may be addressed. In the event of an error, a photograph of the product with its label and lot number clearly showing should be immediately sent to info@luminousbody.ca. with your Order number.

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Participation Disclaimer

Luminous Body may not and cannot review all communications and materials posted to or created by users accessing the website, and are not in any manner responsible for the content of these communications and materials. You acknowledge that by providing you with the ability to view and distribute user-generated content on the website, Luminous Body is merely acting as a passive conduit for such distribution and is not undertaking any obligation or liability relating to any content or activities on the website. However, Luminous Body reserves the right to block or remove communications or materials that it determines to be:

    • Abusive, defamatory or obscene
    • Fraudulent, deceptive or misleading
    • In violation of a copyright, trademark or other intellectual property right of another or
    • Offensive or otherwise unacceptable to Luminous Body in its sole discretion. In addition, you represent and warrant that you own or otherwise control all the rights to the content that you post; that the content is accurate; that use of the content you supply does not violate this policy and will not cause injury to any person or entity; and that you will indemnify Luminous Body for all claims resulting from content you supply. Please note, users giving product or business opportunity testimonials on this website reflect the actual experience of each individual, are anecdotal only, and may be atypical.

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Payment Methods

All orders are prepaid. Payments will be taken before an order is processed, packed, and shipped.

We accept Visa, MasterCard, American Express, Pay Pal, Certified Cheque, Money Order, Direct Bank Transfer, E-mail Transfer and Wire Transfer. We do not accept prepaid credit cards. Note: Wire Transfers must be made WITHOUT COST TO THE BENEFICIARY.

For Direct Deposit Payments, customers are encouraged to email us a copy of the confirmation of payment to info@luminousbody.ca.

All credit card orders with a subtotal of $500.00 or more, or having a different bill-to and ship-to address, will require an authorization form to be filled out, signed and returned by the card holder.

We accept credit card for payments up to $5,000.00. Orders over $5,000.00 must be paid by Wire Transfer, Certified Cheque, Direct Deposit or EFT (Electronic Funds Transfer) only.

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Return Policy

We value our customers and strive to ensure complete satisfaction with every purchase. This is why we have implemented a 100% Customer Satisfaction Policy that includes a straightforward returns procedure. Here are the key terms:

    1. For any return, written authorization is a mandatory first step. This authorization must be requested via email. Once received, it’s essential to print this authorization and include it in every package or box that you are returning. Without this printed authorization included within each return package, we reserve the right to refuse the return.
    2. We accept returns of items in their original condition within seven days of receipt. Return shipping, which requires tracking and signature confirmation, is the buyer’s responsibility, and initial shipping charges are non-refundable.
    3. For returns without any fault on our part, a restocking fee of 20% or $10 (whichever is greater), plus applicable taxes, will apply within two weeks of receipt of shipment. After this period, the restocking fee increases to 30% or $10 (whichever is greater), plus applicable taxes. Returns are not accepted beyond four weeks.
    4. Some items, such as sample products, final sale or liquidation items, unsealed or partially used products, damaged goods, and items not received by us are not eligible for return, exchange, or refund. Additionally, return freight charges are non-refundable.
    5. If there’s an error on our part with a written order, we’ll cover re-shipment costs. Errors arising from verbal orders, however, fall under the customer’s responsibility. For our Canadian customers, please return items to our Canadian Warehouse via ground Postal Service and label packages as ‘Goods Returning to Manufacturer’.
    6. If the cost of a returned item is $5 or less, a credit will be applied to your account instead of a refund or replacement.
    7. Please anticipate up to one month for the processing of refunds or credits, depending on return volume. Once you receive our credit memo via email, it may take an additional 8-10 business days for the refund to reflect in your account. Refunds are processed through the original payment method. For orders paid via E-Transfer, Direct Deposit, or Wire Transfer, we will need a VOID cheque to facilitate the credit.

By adhering to this policy, we ensure a fair and efficient returns process for our customers. Thank you for your understanding and cooperation.

 

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Shipping

Our default shipping agent is Sendle. Due to high Sendle surcharges for certain rural areas, which sometimes are not reflected in the online shipping quote, Luminous Body has the right to change the courier for your order to different shipping couriers.

In all cases, we pass on our heavily discounted rates to you, our customer. We do not operate our Shipping Department as a profit-making center. Please note that your shipping cost is calculated online with integrated shipping modules, using annual negotiated discounted rates. These online shipping quotes are estimates based on weight and volume calculations. We reserve the right to change the shipping charges. However, if this occurs, you will be contacted for approval before your order is processed.

Orders are shipped from our central warehouse in Mississauga, Canada. We currently ship by ground courier to all provinces in Canada.

Luminous Body takes no responsibility for any losses, damages or delays that may occur. Similarly, we must be notified should additional insurance be required. Without notification we ship products without insurance. Please note that transporters often do not heat their trucks in winter, nor refrigerate them in summer. This will not harm the integrity of the product. Simply leave the product at room temperature for 24 hours before opening. Occasionally, stirring the product before use will be required to regain its consistency.

ADDITIONAL CHARGE

If you call the carrier to re-direct your parcel to another address, or if your address is input incorrectly or missing information, and requires the carrier to update the information, there will be a charge of between $10 and $15 (add per box) that will be billed to the customer.
Alternative shipping methods are available on request; however, we take no responsibility for shipping that is arranged by our customers. This includes the following:

• Customers using their own shipping account.
• Customers using their own courier.
• Customers arranging for a third party to facilitate shipping.

Should a customer decide to handle their own shipping arrangements, we require that a waiver be signed. This ensures that we are not held responsible for any shipping issue outside of our control; similarly, in the event that we receive a shipping related invoice under these conditions, it will authorize us to process the customer’s credit card. Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.

Essential Oils are classified as Hazardous Goods when shipped by air. Because of this only ground shipments are available for essential oils. Express shipments (Air) are available for the rest of the products.

We notify our customers of out-of-stock items. If we do not hear back from them within 2 business days, their orders will be shipped as-is and the balance will be refunded to them by the original method of payment. Out-of-stock items are NOT automatically shipped later when the stock is replenished but must be reordered at that time. Regular ordering policies will apply.

For environmental reasons, packing slips will not be included with any order. Customers are encouraged to use a copy of the emailed invoice as a packing slip instead.

Luminous Body will not be held responsible for refunding the cost of freight for Expedited or Express shipments or on any orders that are delayed for reasons outside of our control.

SHIPPING FEE

Shipping and handling fee is estimated for each province differently. Shipping rates may be revised depending on your order; if you place a very small or large order, the shipping costs may be reduced or increased, depending on the order, and we will inform you of any changes. Please note that in most Urban cities in Canada, shipment usually takes 2-5 business days for shipment to arrive, but in smaller towns can take up to 7 business days. Please note these estimated shipping charges are the charge we take on most orders. If your purchase includes heavy and oversized items, we may revise the shipment amount and contact you if any changes are made.

CUSTOMS AND DUTIES

All international orders may be subject to duties and taxes. These charges are not included in the total price at checkout. They are determined by the customs agency within the destination country and are collected at the time of delivery. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country.

Payment of any duties and taxes is the responsibility of the recipient. More information can be obtained by contacting your local customs office. You, as the customer, are also responsible for ensuring that the products ordered can be lawfully imported to the destination country. Luminous Body is not liable for any losses or expenses incurred due to delay in shipment arising from international customs issues.

Please note that customs policies vary widely from country to country, so for further information we recommend contacting your local customs office. Please be aware that cross-border shipments are subject to opening and inspection by customs authorities.

SHIPPING TIME

Orders generally process in 1-2 business days, and most orders ship the next day. Please note that orders placed after 12:00 PM EST will only be processed the following business day. Shipping time will be an additional 1-7 business days depending on your shipping address. In some rare cases, if we do not have the item(s) in stock, but our warehouse has ordered the item(s), we might wait a few days for the item to arrive, then we will ship out the order.

Province & Duration
Ontario: 1-3 business days
British Columbia: 2-7 business days
Alberta: 2-7 business days
Saskatchewan: 2-7 business days
Manitoba: 2-7 business days
Quebec: 1-5 business days
New Brunswick: 2-7 business days
Nova Scotia: 7 business days
Prince Edward Island: 2-7 business days
Newfoundland and Labrador: 2-7 business days

Expect shipping delays of up to 7 days in December.

WHERE WE DO NO SHIP

The following provinces or territories: Yukon, Northwest Territories, and Nunavut.

Outside of Canada

Post Offices

P.O. boxes – the shipping address has to be where someone can physically accept the package.

PICK UP OPTION

If you want to pick up an online order at our physical retail location, select the “pick-up” option before checking out when selecting shipping methods. Once you have chosen this option, our online sales department will contact you by phone to arrange the best time to pick up your online order. The online order pick-up option is only available if you pay with Interac e-transfer or in-store at the cashier on the pick-up day. Exchanges and refund are not possible on the spot.

Orders must be picked up within 10 Business days after pick up confirmation e-mail sent to the customer, otherwise Order will be cancelled with $10 OR 20% restock fee whichever is greater if not picked up within time frame.

BACK ORDERS

We do not hold backorders for any products, and we may not contact you about this. Your packing list will indicate any items that have not been shipped with your order. You will NOT be charged for these items and need to reorder them when they become available.

HAZMAT ITEMS

We do not ship hazardous items such as solvents and liquid removers (alcohol, acetone, non-acetone, and thinners). It increases the cost of shipping substantially and delays the shipping process. We do sell these products in our store location and suggest that you come in to purchase these items directly – or purchase them locally if you are located elsewhere. We apologize for the inconvenience.

SHORTAGE/DAMAGES

When receiving your shipment, always check to ensure you have received all your packages. You should check the missing package on the delivery receipt if you are missing a box. Please get in touch with the courier as soon as possible to notify them that not all packages for your order were delivered. Any loss, short shipment, or damage must be reported to Luminous Body within 24 hours of receipt of your order.

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Special Promotions

From time to time, we run special promotions on select products for limited periods of time. This could be based on various reasons including bulk discounts that we negotiated with our vendors or clearance discounts on discontinued items.

Please note that when Special Promotions discounts are in conjunction with any other discount, the maximum of all applicable promotions and discounts shall not exceed 15%.

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Surcharge

At Luminous Body, we accept credit card payments to provide convenience to our customers. However, credit card processing involves fees imposed by financial institutions and card networks. In accordance with the guidelines provided by the Financial Consumer Agency of Canada, we have implemented a surcharge policy to cover these costs.

    1. Surcharge Percentage: We apply a surcharge of 2.4% on the total transaction amount for all credit card payments.
    2. Applicable Cards: The surcharge applies to all major credit cards, including Visa, Mastercard, American Express, and Discover.
    3. Transparency: The surcharge amount will be clearly communicated and displayed to customers before they finalize their payment. It will be itemized separately on the payment summary and receipt.
    4. Exemptions: The surcharge does not apply to payments made through debit cards, cash, checks, or other alternative payment methods.
    5. Legal Compliance: Our surcharge policy adheres to the regulations set forth by the Financial Consumer Agency of Canada. We continuously monitor and update our policy to ensure compliance with any changes in legislation.
    6. Customer Notification: We will prominently display the surcharge policy on our website, at the point of sale, and on any relevant communication channels to inform our customers about the surcharge prior to their purchase.

Please note that the surcharge amount is subject to change based on any modifications in the fee structure imposed by financial institutions and card networks. We appreciate your understanding and cooperation in supporting our business operations while providing a seamless payment experience.

If you have any questions or require further clarification regarding our credit card surcharge policy, please feel free to contact our customer support team.

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Taxes

Tax calculations for all orders are based on the shipping address provided. As of July 1st, 2010, businesses in Ontario are not tax-exempt.

Customers residing in provinces that participate in HST will be billed according to their respective rates:

• New Brunswick – 15%
• Newfoundland & Labrador – 15%
• Nova Scotia – 15%
• Ontario – 13%
• Prince Edward Island – 15%

For customers residing in provinces not partaking in HST, a GST of 5% will be levied – this applies to Alberta, BC, Manitoba, Northwest Territories, Nunavut, Saskatchewan & Yukon.

Effective from September 2019, orders dispatched to Quebec will incur a GST of 5% and a QST of 9.975%.

Please note, customers who personally pick up their orders are obligated to pay Ontario’s 13% HST, regardless of their home province or territory. The taxes will be applied at the time of order processing.

Importantly, for orders shipped outside of Canada, we do not collect any taxes. Please be aware that you might be subject to import duties and taxes specific to your country.

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Temporary Interruption of Services

If at any point in time, we are temporarily unable to offer these special services to assist customers with disabilities, we will provide advance notice of this interruption.

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Typographical Errors

In the event that a Luminous Body product is inadvertently listed at an incorrect price or description, we reserve the right to refuse or cancel any orders placed for the product listed at the incorrect price. Luminous Body reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Luminous Body shall issue a refund to your credit card account in the amount of the incorrect price.

Please note, customers are responsible for acknowledging any discounts available at the time of purchase. If a discount is overlooked or not applied for any reason, including potential price changes that may occur over time, Luminous Body cannot retrospectively apply this discount to the transaction.

Luminous Body shall not be liable for any technical inaccuracies, typographical errors or graphical distortions of the products listed and technical and regulatory documents posted. Changes are periodically added to the information herein; these changes will be incorporated in new editions of the website. Luminous Body may make improvements and/or changes in the information, graphic(s), product(s) and / or program(s) described or displayed on this website at any time.

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User Agreement

Customers should purchase products from Luminous Body with the understanding that they are not designed to diagnose, treat, cure, or prevent any illness or disease. The information we provide is sourced from current and reliable channels, but we do not claim it to be all-inclusive or entirely accurate. The product information and descriptions are primarily for educational purposes. They do not cover every possible use, precaution, side effect, or interaction. This information should not replace medical advice, diagnosis, or therapy from a healthcare professional. It is the responsibility of the customer to consult a health professional for such needs.

Luminous Body is not liable for any property damages or adverse physical effects, including bodily harm or injury, caused by the improper use of a product or insufficient knowledge about its use. The user is solely responsible for ensuring that their use of the product complies with all applicable laws and regulations, including intellectual property rights of third parties.

Customers, service providers, salons, and corporations purchasing from Luminous Body must not make false or misleading statements or claims regarding the Company’s products. Compliance with all relevant laws, including state, provincial, and federal regulations, is compulsory when making any statements about our products.

Customers agree that Luminous Body cannot be held liable for any issues, claims, complaints, or losses related to any product sourced from other companies or imported from other countries, used or sold, that might not comply with local regulatory requirements, be unsuitable for a specific use, or cause any harm due to quality or safety issues.

In no event shall Luminous Body be held accountable for any direct, indirect, incidental, consequential, special and exemplary damages, or any damages whatsoever, arising from the use or performance of this website or from any information, services or products obtained through this website, even if Luminous Body has been advised of the possibility of such damages.

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Use of Site

We strictly prohibit any form of harassment or use of inappropriate language on our website, be it through emails, social media, or public comments. Impersonating others, including a Luminous Body employee, host, representative, or any other member or visitor on the website, is not allowed.

Content that is abusive, defamatory, violates privacy or publicity rights, is obscene, threatening, or otherwise objectionable in any way is not permitted on our website. This includes any content that may constitute or encourage criminal offense, infringe upon the rights of any party, lead to liability, or violate any law. Additionally, commercial content is not to be uploaded on our website, nor should the site be used to persuade others to join or become members of any other commercial online service or organization.

If you contribute information to our website, it is essential that it is accurate, current, and complete. In case there are any updates or changes to the information you have provided, you are expected to revise it as necessary.

In using Luminous Body’s services, you agree to maintain the confidentiality of your account and password and to limit access to your computer. You also accept responsibility for all activities that take place under your account or password.

Should you find yourself dissatisfied with the website, or if you disagree with the terms and conditions of this Agreement, your sole recourse is to discontinue using this website.

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If you have any questions about this User Agreement or the website, please contact us at info@luminousbody.ca.

Last updated: March 16, 2023.