Terms and conditions
Article 1 – Definitions
The following definitions apply throughout these General Terms and Conditions:
Withdrawal Period:
The period during which the consumer may exercise the right to cancel the contract.
Consumer:
A natural person who is not acting in the course of a business or profession and who enters into a distance contract with the business.
Continuous Contract:
A distance contract for a series of products or services where obligations continue over time.
Right of Withdrawal:
The consumer’s right to cancel a distance contract within the withdrawal period.
Business:
Pauline & Helen Vancouver — a Canadian legal entity offering products or services at a distance to consumers.
Distance Contract:
A contract concluded between the business and the consumer using distance communication methods.
CESOP:
The Central Electronic System of Payment Information created by the EU for monitoring payment service providers.
Article 2 – Business Identity
Company Name: Pauline & Helen Vancouver
Customer Service Email: info@paulinehelenvancouver.com
Business Address: Vancouver, British Columbia, Canada
Article 3 – Scope of Application
These General Terms and Conditions apply to all offers made by the business and to every distance contract concluded between Pauline & Helen Vancouver and the consumer.
Prior to completing a purchase, these Terms will be made available electronically or otherwise as required under Canadian consumer law.
Article 4 – Offers
All offers are non-binding. Pauline & Helen Vancouver reserves the right to modify or withdraw offers at any time.
Each offer clearly states the full price of the product, including any applicable shipping costs, duties, taxes, or courier surcharges.
Article 5 – Agreement
A contract is concluded once the consumer accepts the offer and complies with the conditions set out.
The business will immediately confirm receipt of the order via email.
Article 6 – Right of Withdrawal
Consumers have the right to withdraw from the contract within 14 days of receiving the product, without providing a reason.
All return shipping costs are borne by the consumer.
Article 7 – Costs in the Event of Withdrawal
The business will refund all payments within 14 days of receiving the returned goods, provided the product is returned unused, undamaged, and in its original packaging.
Article 8 – Customs and VAT (International Orders)
The customer is responsible for complying with all legal import obligations in their destination country, including:
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Duties
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Taxes
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Clearance fees
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Administrative charges imposed by carriers
Pauline & Helen Vancouver is not the official importer for orders shipped outside Canada.
The customer is responsible for ensuring that purchased goods comply with their local import regulations.
All required shipping documents are provided, but the business cannot guarantee compliance with any specific country’s import laws. Customers are encouraged to review applicable requirements before placing an order.
Article 9 – CESOP Compliance
Where applicable, payment service providers within the EU may be required to register transaction data in the CESOP system. Pauline & Helen Vancouver complies with all relevant regulations related to payment monitoring and reporting.
Article 10 – Compliance and Warranty
Pauline & Helen Vancouver guarantees that all products comply with the contract and follow applicable Canadian legal standards.
Complaints must be submitted in writing within 14 days of delivery.
Products must be returned in original packaging and condition.
Article 11 – Delivery
Orders are delivered within 30 days, unless otherwise agreed.
If delays occur, the consumer will be notified within 14 days of placing the order.
Products are shipped so that the customer becomes the legal recipient responsible for all import-related procedures.
The business complies with Canadian and international shipping laws but is not responsible for delays caused by customs.
Failure to meet customs requirements does not constitute grounds for cancellation or refund.
Article 12 – Complaint Resolution
Complaints must be submitted in writing within 7 days of identifying an issue.
Pauline & Helen Vancouver will respond within 14 days.
If more time is required, the customer will be informed of the expected timeline.
Article 13 – Disputes
These Terms and Conditions are governed by the laws of British Columbia, Canada.
Parties will first seek an amicable resolution.
If necessary, disputes will be settled by the competent courts in Vancouver, British Columbia.