Terms and Conditions of Sale

1. Identification of the merchant

The website Oserene (https://oserene.com) is operated by OSERENE INC., Corporation incorporated in Ontario, registration Numéro de société de l'Ontario 0000000, tax numbers TPS/TVH 000000000 RT0001, head office: Adresse complète, Ottawa (Ontario) K0A 0A0, Canada. Contact: bonjour@oserene.com.

2. Scope and acceptance

These terms govern every sale concluded on the site with a consumer located in Canada or the United States. Placing an order implies full acceptance of these terms, which the customer acknowledges having read before validating the order. Oserene may update these terms at any time; the applicable version is the one in force on the order date. This contract is an internet agreement within the meaning of the Ontario Consumer Protection Act, 2002 (Part IV) where it applies, and of the equivalent legislation of the customer's province or state.

3. Products

Products are described as accurately as possible; photographs are not contractual and colours may vary slightly between screens. Our massage devices are wellness accessories, not medical devices, and do not replace medical advice. Pregnant women, people with a pacemaker, heart or circulatory conditions or any medical condition must consult a healthcare professional before use. Devices must not be used on wounds, inflammation, fractures or recently operated areas.

4. Prices, currency and taxes

All prices are displayed in US dollars (USD), exclusive of applicable taxes and shipping costs. Applicable sales taxes (GST/HST/PST in Canada — 13% HST in Ontario —, state sales tax in the United States where required) are calculated and shown at checkout before payment. Shipping is free from $75; otherwise a flat fee of $7.90 applies. Crossed-out prices correspond to the regular price previously charged on the site. Oserene may change prices at any time; the applicable price is the one displayed at the time of ordering. Your bank or card issuer may apply currency conversion fees; Oserene has no control over them.

5. Order

The customer selects products, validates the cart, enters delivery information and pays through Stripe. The order is confirmed once payment is accepted; a confirmation email summarising the order is sent within 15 days, which constitutes the written copy of the agreement required by the Ontario Consumer Protection Act, 2002. Oserene may refuse or cancel an order in case of a dispute with the customer, incomplete or incorrect information, or suspected fraud, and will then refund any amount paid. Orders are limited to 10 units per product.

6. Payment

Payment is made by credit or debit card (Visa, Mastercard, American Express), Apple Pay or Google Pay, through the secure Stripe platform (PCI-DSS Level 1). Oserene never stores card details. The card is charged when the order is validated. Promotional codes cannot be combined unless stated otherwise and cannot be applied retroactively.

7. Shipping and delivery

Products are shipped from our logistics partners' warehouses to Canada and the United States. The indicative delivery time is 7 to 12 business days from order confirmation. A tracking number is emailed when the parcel ships. If the product is not delivered within 30 days after the date indicated (or within 30 days of the order when no date is indicated), the customer may cancel the order and obtain a full refund, in accordance with applicable consumer protection legislation. Customs duties or import fees, if any, are borne by the customer. The customer must check the parcel on receipt and report any damage within 48 hours to bonjour@oserene.com with photos; a replacement or refund will be offered at our expense.

8. Money-back guarantee and returns

Oserene offers a 30-day money-back guarantee from receipt: the customer may return any product, for any reason, by first writing to bonjour@oserene.com with the order number. The product must be returned within 14 days of the request, complete, in its original packaging and in a condition allowing resale. Return shipping costs are borne by the customer, except for defective or non-conforming products. For hygiene reasons, sealed products that have been opened (oils, items in direct contact with the skin) can only be returned if defective. The refund is issued to the original payment method within 14 days of receipt of the return.

This guarantee is in addition to the rights granted to consumers by the applicable legislation, including the right to cancel an internet agreement under the conditions provided by the Ontario Consumer Protection Act, 2002 (sections 40 and following: cancellation within 7 days if the required information or written copy was not provided, and within 30 days if the goods are not delivered by the promised date) or the equivalent provincial or state law.

9. Legal warranties

Consumers benefit from the legal warranties provided by applicable law, including the implied conditions of merchantable quality and fitness for purpose under the Ontario Sale of Goods Act (section 15) and the Consumer Protection Act, 2002 (section 9: goods must be of reasonably acceptable quality; this warranty cannot be waived), or the equivalent warranties in the customer's province or state. Electric devices also benefit from a 1-year commercial warranty against manufacturing defects, honoured by replacement or refund.

10. Liability

To the extent permitted by law, Oserene is not liable for damage resulting from misuse of products, failure to follow the instructions or safety recommendations, or events of force majeure. Nothing in these terms limits rights that cannot be limited under applicable consumer protection legislation.

11. Personal information

Personal information is collected and processed in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada's Anti-Spam Legislation (CASL) for commercial emails, and our privacy policy.

12. Intellectual property

All elements of the site (texts, images, logo, layout, product names) belong to Oserene or its partners and are protected by copyright and trademark law. Any reproduction without prior written authorisation is prohibited.

13. Customer service

For any question: bonjour@oserene.com, the site chat, or by mail to Adresse complète, Ottawa (Ontario) K0A 0A0, Canada. Reply within 24 business hours, in French or English.

14. Complaints and disputes

In case of dispute, the customer first contacts customer service. Consumers may also contact the Ontario Ministry of Public and Business Service Delivery (Consumer Protection Ontario) — ontario.ca/consumerprotection or the consumer protection authority of their province or state. These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without prejudice to the mandatory rules of the customer's place of residence. Any dispute is subject to the competent courts of the customer's district of residence, or the district of the merchant's head office where the law allows.

15. Language

These terms are available in English and in French. Both versions have the same value; the customer may choose the language of the agreement.