Policies & FAQs
Is there parking at your clinic?
There is heaps of free street parking all along Moss St and May St. The only spot you CANNOT park in are the residential parking only spots directly across the street from our shop on May St (there are signs) - they hand out tickets as quick as lightning.
Can I return a product/ get a refund?
At Coldwater Skin Bar, we strive to ensure you are satisfied with each and every purchase.
If you find that you need to return an item, please note:
- We will process refunds or offer store credit within 30 days of purchase, or delivery. We will exchange or refund a product if it has not been opened, damaged or used. All returned items must be unopened, in the original condition with the original packaging and must be returned within 30 days of purchase with an authentic receipt and a lot number.
- Any items on sale (promotions) or clearance, Gift cards, Treatments and Treatment Packages are final sales and cannot be returned or exchanged.
- All Nail Polishes, Hair Care and Hair Brushes are non-refundable/non-exchangeable due to hygienic reasons.
- Samples: Samples can be kept as they are not considered Gift with Purchase (GWP).
Order or Billing Errors
If you receive an order that has the incorrect items or number of items, please take a picture of your order as you have received it and get in touch with us by phone or email or come by to see us in person.
If you notice an error on your receipt from your in-person visit, please let us know as soon as possible!
We will do everything we can to correct our error!
Allergic Reactions
At Coldwater Skin Bar, we want to ensure you have the best experience possible with our brands. That's why we highly recommend having a consultation or appointment with one of our skin therapists before purchasing Biologique Recherche and Dermaviduals products.
In case of any reaction, we will require images of the reaction, product, lot number on the bottom of the box OR product, to ensure that we can assist you in the best possible way.
If you decide to purchase without a consultation or appointment and experience any reaction, we won't be able to provide a refund. However, we're always here to help you find the best products for your skin and answer any questions, so please don't hesitate to contact us.
Reactions to Skincare
At Coldwater Skin Bar, we want to ensure you have the best experience possible with our brands. That's why we highly recommend having a consultation with one of our skin experts before purchasing any skin care - especially Biologique Recherche and Dermaviduals.
In case of any reaction to a product recommended by one of our skin therapists, please get in touch with us - we want your skincare to work for you!
If you decide to purchase without a consultation and experience any reaction, we won't be able to provide a refund. However, we're always here to help you find the best products for your skin and answer any questions, so please don't hesitate to contact us.
What is your cancellation policy?
Each appointment is thoughtfully reserved for you.
Late cancellations or missed appointments affect both our practitioners and other clients who may be waiting for care.
Should you need to make a change, we kindly ask for a minimum of 48 hours’ notice.
Cancellation fees are as follows:
More than 48 hours’ notice: No fee
24 to 48 hours’ notice: 50% of the appointment fee
Less than 24 hours’ notice or missed appointments: 100% of the appointment fee
All fees will be charged to the credit card on file, at the time of cancellation.
While we understand that unforeseen circumstances and illness can occur, our cancellation policy applies in all cases, including illness.
If you are experiencing any symptoms of illness, we ask that you please stay home -- both for your own recovery and out of respect for our practitioners and fellow clients. Per our WorkSafeBC obligations, we are required to maintain a safe working environment, which means we may need to decline service to clients who have disclosed to us that they are ill. In these cases, our standard cancellation policy still applies.
By booking an appointment, clients accept responsibility for appointment fees, regardless of potential illness.
We appreciate your understanding, while no one likes cancellation fees (especially not us), this policy is a sustainable business practice and helps us offer consistent, high-quality care to our community.
I can't find an appointment time that works for me, do you have a waitlist?
Yes!!! If you'd like to add yourself to the waitlist, please visit the Janeapp booking system, click on any "Book now" button on this website and the system will give you an option to add yourself to the waitlist! You'll be automatically notified via email and/or text message when an opening becomes available.
You are also welcome to contact us by phone and we will be happy to add you to our waitlist.
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