Question 1

1. Scope & Acceptance

Accepted Answer

These terms and conditions apply to all orders placed on the Matana website.By confirming an order, the client accepts these terms and conditions and rejects any other terms.

Question 2

2. Products & Availability

Accepted Answer

Our products are natural, generally sourced from fair-trade suppliers, and carefully selected.Certified organic products are available upon request (for professional clients only).Products are subject to availability; in case of unavailability, the client will be informed and offered either a refund or a replacement.

Question 3

3. Prices & Taxes

Accepted Answer

All prices are listed in Canadian dollars (C$). Applicable taxes will be added at checkout.Free shipping is available for orders over C$100 within Quebec, and over C$150 for the rest of Canada.Prices are subject to change, but your order will be charged at the price in effect when you place it.International orders: If you live outside Canada, you are responsible for any applicable taxes, customs duties, or import fees in your country.of residence.

Question 4

4. Orders & Payment

Accepted Answer

To place an order, the client must create an account, provide accurate information, and agree not to share it with others.Secure payment is available via credit card or other online payment methods. Orders are processed once payment is received.Professional-only products: Some items are reserved for professional members. Clients must provide proof of their professional status (e.g., business number, registration). Without this proof, Matana reserves the right to cancel the order and issue a refund.

Question 5

5. Delivery

Accepted Answer

Shipping is made to the delivery address provided by the client when placing the order.A tracking number from the carrier will be sent to the client by email.Estimated delivery times are indicative; reasonable delays do not entitle the client to a refund.For certain regions, in-store pickup is available. The terms and conditions for pickup are provided to the client at the time of order confirmation.

Question 6

6. Returns & Cancellations

Accepted Answer

Right of Withdrawal: Customers have 14 days from the date of delivery to cancel their order.Return Conditions: Products must be returned unused, intact, and in their original packaging.Return Costs: Return shipping fees are the responsibility of the customer.Refunds: Refunds will be processed within approximately 10 business days after the returned product is received.

Question 7

7. Warranty & Claims

Accepted Answer

Matana guarantees the conformity of its products and covers hidden defects, offering the choice of either a refund or an exchange.Claims must be submitted in writing (email recommended), along with proof of purchase.The Seller shall not be held liable in : -Non-compliance with the laws of the country where the products are delivered, which the Client is responsible for verifying;-Photographs and graphics displayed on the website are for illustrative purposes only and do not engage the Seller’s liability.The Seller’s warranty is, in any case, limited to the replacement or refund of non-conforming products or products affected by a defect.

Question 8

8. Privacy & Data Protection

Accepted Answer

Matana collects only the information necessary to process your orders (name, address, payment details, etc.).This information is handled securely and kept strictly confidential.In accordance with Quebec’s Personal Information Protection Act (Law 25) and Canadian legislation, Matana commits to never selling or sharing your information with third parties, except when required by law.Clients may request access to, correction of, or deletion of their personal data by contacting us.

Question 9

9. Intellectual Property

Accepted Answer

The photos, texts, logos, and content on the website are protected and remain the property of Matana; any reproduction is prohibited.

Question 10

10. Force Majeure & Amendments

Accepted Answer

Matana shall not be held liable in the event of force majeure.If any clause is deemed invalid, it does not affect the validity of the remaining terms.Any modification of the terms is only valid with the written agreement of both parties

Question 11

11. Governing Law & Disputes

Accepted Answer

Governing Law: These terms and conditions are governed by the laws of Canada, specifically the province of Quebec.Dispute Resolution: In the event of a dispute, Matana encourages an amicable resolution between the parties. If an agreement cannot be reached, the matter may be referred to mediation or submitted to the competent courts in Quebec.Jurisdiction: By placing an order with Matana, the client agrees that any legal action related to these terms will fall under the jurisdiction of Quebec courts.

POLITIQUE DE VENTE MATANA