No Show / cancellation policy

Cosmetic Appointments

Elective and Aesthetic services are non refundable. Pre-paid treatments have a 12-month expiry from the date of purchase.We will refund you the full value of your deposit or treatment fee if you change your mind within 24 hours of purchase. Refund requests outside 24 hours will not be honoured. 

Treatments/services are not transferable to other individuals or treatment areas.
We require 2 (TWO) business days’ notice to be given for any appointment cancellations. If you cancel within 2 (TWO) business days of your appointment or do not attend a booked appointment, we reserve the right to retain your deposit. In the case of pre-paid treatments, 2 (TWO) business days’ notice is also required for appointment cancellations. If you cancel a pre-paid appointment within 2 (TWO) business days or do not attend the appointment, the treatment will be forfeited.

Medical Appointments

Medical appointments are not transferrable to other individuals.

If you are unable to attend your scheduled appointment, contact our clinic immediately. Since appointments are in high demand, your prompt cancellation will give another patient the opportunity to access timely medical care. You will be discharged back to your family physician if you are not present during your scheduled appointment AND/OR your appointment is not cancelled 2 (TWO) business day prior to the scheduled date/time. You will be given the earliest available appointment for the condition stated on your referral. If you do not show for your initial appointment, a $75 charge will have to be paid before another appointment will be booked. 

Please have a translator present if you are not comfortable discussing medical concerns in English.

young children

All children under the age of 16 must be accompanied by an adult. Individuals other than scheduled patients are not allowed in certain restricted areas of the facility and within treatment rooms in order to ensure quality patient care and treatment. Because safety is of the utmost importance at our clinic, we request that patients make separate accommodations for the care of their young children (under the age of 16) during the time of their scheduled appointments. Our staff are not equipped with the necessary means to watch over any unattended children.

wait times

Please allow yourself up to two hours for this appointment. This includes possible wait time.

pets & smoking

To respect the health of all patients and staff in the clinic, smoking in our facility and/or 7.5m from the building is strictly prohibited. We also do not permit pets anywhere inside the clinic due to possible allergies and/or disruption, unless they are medically required such as certified guide dogs.

private insurance

We do not contract with any insurance carriers. If need be, we will gladly provide you with an official statement of service(s) regarding your procedural treatment(s), which you may submit to your insurance carrier.

electronic devices

In order to ensure the quality of treatment and care, we encourage patients to refrain from using all electronic devices, including cell phones, computers, and tablets, as they may interfere with certain medical devices. In addition, we ask that phones are turned off or kept silent inside the clinic in order to preserve a non-disruptive environment.

Product Selection and Use

FACET Dermatology offers a curated selection of skincare and related products. While our team carefully selects products based on clinical experience and evidence, individual results may vary depending on skin type, condition, and usage.

Patients are encouraged to follow product instructions carefully. If you experience an unexpected reaction, please contact FACET Dermatology or seek appropriate medical care.

Returns and Exchanges

  • Products may be returned or exchanged within fourteen (14) days of delivery or purchase, provided they are unopened, unused, undamaged, and in their original packaging with proof of purchase.
  • We are unable to accept returns or exchanges for any opened, used, unsealed, or damaged products.
  • Purchases made during sales or promotional events are final and not eligible for return or exchange.

FACET Dermatology reserves the right to refuse or limit returns at its discretion.

Allergic Reactions

If you experience an allergic reaction to a product purchased from FACET Dermatology:

  • Please notify the clinic within three (3) days of delivery.
  • Returned products must meet the return criteria outlined above unless otherwise approved by the clinic.

Gift Cards

  • FACET Dermatology offers electronic gift cards.
  • Gift cards have no cash value and are not redeemable for cash. 
  • Gift cards may be used toward eligible products or services offered by FACET Dermatology, subject to applicable policies.

Rewards Program

FACET Dermatology offers a rewards program for eligible purchases.

  • Rewards points may be earned on non-OHIP services and eligible retail purchases.
  • OHIP-covered medical services are not eligible for rewards.
  • Rewards are issued in the form of points, which may be redeemed toward select cosmetic or elective services.
  • Rewards points have no cash value and cannot be redeemed for cash, retail products, or physician-provided injectable services.

Full program details, including earning and redemption rules, are available on our Rewards Program page.

Shipping and Order Processing

  • Orders are typically processed within 24–48 business hours, excluding weekends and holidays.
  • Orders received after 12:00 PM EST on business days may be processed the following business day.
  • Shipping times may vary based on location and carrier performance and are outside the clinic’s control.

Shipping Rates and Locations

  • Complimentary standard shipping is available on Canadian orders of $150 CAD or more before tax.
  • Orders under $150 CAD are subject to a flat-rate shipping fee.
  • We ship to Canadian addresses only and are unable to deliver to PO boxes.
  • FACET Dermatology reserves the right to restrict delivery to certain locations.

In-Clinic Pickup

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us as soon as possible at hello@facetdermatology.com, and we will work with you to resolve the issue.

Taxes

All applicable federal and provincial taxes will be applied in accordance with Canadian tax legislation.

Contact for Order-Related Questions

For questions regarding orders, returns, or shipping, please contact our team at hello@facetdermatology.com.