Terms of service

TERMS OF SERVICE

Last updated: August 4, 2026

OVERVIEW

This website and online store are operated by Lustera Naturals Inc., operating as Lustera Naturals (“Lustera Naturals,” “we,” “us” or “our”). Our store is hosted by Shopify, which enables us to provide our website, products, content, tools and related services to you.

These Terms of Service (“Terms”) apply to everyone who visits our website, communicates with us, creates an account, submits content or purchases our products.

By accessing or using our website or placing an order, you agree to these Terms and the policies referenced in them. If you do not agree, please do not use our website or services.

Our Privacy Policy, Return and Refund Policy and Shipping Policy form part of these Terms:

Privacy Policy:
https://lusteranaturals.ca/policies/privacy-policy

Return and Refund Policy:
https://lusteranaturals.ca/policies/refund-policy

Shipping Policy:
https://lusteranaturals.ca/policies/shipping-policy

SECTION 1 – ELIGIBILITY AND ACCOUNTS

You must be at least the age of majority in your province, state or country of residence to make a purchase from our store. If you allow a minor to use this website, you are responsible for supervising their use.

When creating an account or placing an order, you agree to provide current, complete and accurate information.

You are responsible for keeping your account credentials confidential and for activity conducted through your account. Please notify us at hello@lusteranaturals.ca if you believe your account has been accessed without authorization.

We may refuse service, suspend an account or cancel an order where reasonably necessary to prevent fraud, misuse, unlawful activity or a violation of these Terms.

SECTION 2 – PRODUCTS AND PRODUCT INFORMATION

Lustera Naturals creates handcrafted personal-care products in small batches. Because naturally derived ingredients and handcrafted processes are used, products may have slight variations in colour, scent, texture, shape, weight or appearance. These variations are normal and do not necessarily indicate that a product is defective.

We make reasonable efforts to display product descriptions, photographs, colours, ingredients, sizes and prices accurately. However, colours and product appearance may vary depending on your screen, device and display settings.

Product descriptions and availability may be updated without notice. We may modify or discontinue a product, limit quantities or restrict sales to particular locations where reasonably necessary.

Please review the ingredient list, directions and warnings displayed on the product page and packaging before use. Ingredients and sensitivities vary from person to person, and we cannot guarantee that every product will be suitable for every individual.

Unless the product instructions state otherwise:

• Perform a patch test before first use
• Use the product only as directed
• Discontinue use if irritation or an unexpected reaction occurs
• Avoid contact with the eyes and other sensitive areas
• Keep products out of the reach of children
• Store products according to the instructions provided

If you have allergies, highly sensitive skin, a medical condition, are pregnant or breastfeeding, or intend to use a product on a child, consider consulting an appropriate healthcare professional before use.

Information on our website is provided for general educational and product-information purposes. It is not medical advice and is not intended to diagnose, treat, cure or prevent any disease or medical condition. Our products are not substitutes for medical diagnosis or treatment.

Seek prompt medical attention if you experience a serious or persistent reaction.

SECTION 3 – ORDERS

Placing an order is an offer to purchase products under these Terms. An automated order confirmation acknowledges that we received your order but does not necessarily mean the order has been accepted.

We may decline or cancel an order where:

• A product is unavailable
• Pricing or product information contains a material error
• Payment cannot be authorized
• We reasonably suspect fraud, unauthorized activity or resale
• Shipping or legal restrictions prevent us from fulfilling the order

If we cancel an order after payment has been processed, we will issue an appropriate refund to the original payment method.

Please review your order and delivery information carefully before submitting it. If you need to cancel or change an order, contact hello@lusteranaturals.ca as soon as possible. We cannot guarantee changes or cancellation after an order has been prepared, fulfilled or shipped.

Unless agreed otherwise in writing, products purchased through our retail store are intended for personal or household use and not for commercial resale.

SECTION 4 – PRICES, PAYMENTS AND TAXES

Prices are displayed in Canadian dollars unless another currency is clearly indicated.

Applicable taxes, shipping charges and other fees will be displayed during checkout before you complete your purchase. International customers may also be responsible for customs duties, import taxes, brokerage charges or other fees imposed by their destination country.

Prices, promotions and discounts may change without notice. The price charged will normally be the price displayed when your order is submitted, subject to correction of obvious errors.

You agree to provide current and accurate billing and payment information and confirm that you are authorized to use the selected payment method.

Payments are processed through Shopify and applicable payment providers. Lustera Naturals does not directly receive or store your complete payment-card number.

SECTION 5 – SHIPPING, DELIVERY AND LOCAL PICKUP

Order-processing and delivery timelines are estimates unless expressly stated otherwise. Delays may occur because of weather, carrier disruptions, customs processing, high order volumes, supply issues or circumstances beyond our reasonable control.

We will provide updates concerning material delays when reasonably possible. Your rights under applicable consumer-protection laws are not affected.

You are responsible for providing a complete and accurate delivery address. Additional costs caused by an incorrect or incomplete address may be the customer’s responsibility unless the error was caused by Lustera Naturals.

If tracking shows an order as delivered but you cannot locate it, contact the carrier and email hello@lusteranaturals.ca so we can assist with the available information.

Local pickup or drop-off in Guelph is available by appointment only. Please wait for confirmation that your order is ready and arrange an appointment before visiting.

Additional shipping details are available in our Shipping Policy:

https://lusteranaturals.ca/policies/shipping-policy

SECTION 6 – RETURNS, REFUNDS AND CANCELLATIONS

Returns, refunds, damaged items and cancellations are governed by our Return and Refund Policy:

https://lusteranaturals.ca/policies/refund-policy

Because our products are personal-care goods, opened, used, tested or unsealed products generally cannot be returned for hygiene and safety reasons, except where a product is damaged, defective, incorrect or a return is otherwise required by law.

Please contact hello@lusteranaturals.ca before sending any product back. Unauthorized returns may not be accepted.

Nothing in our Return and Refund Policy or these Terms limits rights that cannot legally be waived under applicable consumer-protection laws.

SECTION 7 – PROMOTIONS, DISCOUNTS AND GIFT CARDS

Promotions, discount codes, giveaways and special offers may be subject to additional conditions stated at the time of the offer.

Unless stated otherwise:

• Promotions cannot be combined
• Discount codes have no cash value
• Discounts cannot be applied retroactively
• Offers are subject to product availability
• Promotions may be corrected, suspended or cancelled if affected by fraud, technical errors or misuse

Gift cards are governed by the conditions displayed when purchased and by applicable law.

SECTION 8 – OPTIONAL TOOLS AND THIRD-PARTY SERVICES

Our website may provide access to tools, payment services, review platforms, social-media features or other services operated by third parties.

We do not control every third-party service and are not responsible for its availability, content, security or practices. Your use of a third-party service may be governed by that provider’s own terms and privacy policy.

Links to third-party websites are provided for convenience and do not necessarily mean we endorse or control those websites. Please review the third party’s terms and policies before providing information or completing a transaction.

SECTION 9 – INTELLECTUAL PROPERTY

Our website and its content—including the Lustera Naturals name, logo, product names, formulations as expressed in proprietary content, text, photographs, graphics, videos, packaging designs and website design—are owned by or licensed to Lustera Naturals and are protected by applicable intellectual-property laws.

You may access and use the website for lawful personal and non-commercial purposes.

Without our prior written permission, you may not reproduce, distribute, modify, republish, sell, exploit or create derivative works from our website content, except where permitted by law.

Shopify and any other third-party names, trademarks and logos belong to their respective owners.

SECTION 10 – REVIEWS, FEEDBACK AND USER CONTENT

If you submit a review, photograph, testimonial, suggestion or other content (“User Content”), you confirm that:

• You created it or have permission to submit it
• It reflects your genuine experience
• It is accurate to the best of your knowledge
• It does not violate another person’s intellectual-property, privacy or other rights
• It does not contain unlawful, abusive, defamatory, deceptive or malicious material
• You have disclosed any incentive or compensation connected to it

You retain ownership of your User Content. By submitting it, you grant Lustera Naturals a non-exclusive, worldwide, royalty-free licence to use, reproduce, adapt, publish and display it for operating, improving and promoting our business and products.

We may remove or decline to publish User Content that violates these Terms or applicable law. We are not required to keep submissions confidential, pay compensation or respond to them unless agreed otherwise in writing.

SECTION 11 – PROHIBITED USES

You may not use our website or services:

• For an unlawful, fraudulent or malicious purpose
• To violate applicable laws or another person’s rights
• To submit false, deceptive or misleading information
• To impersonate another person or misrepresent your identity
• To transmit viruses, malware or harmful code
• To interfere with the security or operation of the website
• To collect personal information about others without authorization
• To scrape, crawl or copy the website through unauthorized automated means
• To send spam, phishing messages or unsolicited promotions
• To reproduce, resell or exploit any part of the website without authorization
• To harass, threaten, abuse or defame another person
• To submit fraudulent reviews, orders, payment disputes or claims

We may restrict or terminate access when we reasonably believe these Terms have been violated.

SECTION 12 – RELATIONSHIP WITH SHOPIFY

Lustera Naturals is powered by Shopify, which enables us to provide our online store and services.

Sales and purchases made through our store are transactions directly between you and Lustera Naturals. Shopify is not the seller of our products and is not responsible for fulfilling orders, providing product support or resolving claims relating to products purchased from Lustera Naturals.

To the fullest extent permitted by applicable law, you release Shopify and its affiliates from claims arising directly from your purchase or use of products sold by Lustera Naturals. This provision does not limit rights that cannot legally be waived.

SECTION 13 – PRIVACY

Our collection, use and disclosure of personal information are described in our Privacy Policy:

https://lusteranaturals.ca/policies/privacy-policy

Because Shopify hosts our store, information you submit through the website is also processed by Shopify and service providers that help operate the store.

Shopify’s privacy information and privacy-request portal are available at:

https://privacy.shopify.com/en

SECTION 14 – ERRORS, AVAILABILITY AND CHANGES

Occasionally, our website may contain errors or omissions relating to product descriptions, ingredients, prices, promotions, shipping charges, processing times or availability.

We may correct errors, update information or cancel an affected order. If an accepted order is cancelled because of our error, we will provide an appropriate refund.

We do not undertake to update every item of website information unless required by law, but we will make reasonable efforts to correct material inaccuracies after becoming aware of them.

SECTION 15 – DISCLAIMER OF WARRANTIES

We make reasonable efforts to keep our website and services accurate, secure and available. However, we do not guarantee that the website will always be uninterrupted, error-free or compatible with every device.

Except for warranties expressly provided by Lustera Naturals and rights guaranteed by applicable law, the website is provided on an “as available” basis.

Nothing in these Terms excludes or limits any warranty, condition, consumer right or remedy that cannot legally be excluded or limited.

Individual experiences with personal-care products vary. We do not guarantee that a product will produce a particular cosmetic result or be suitable for every individual.

SECTION 16 – LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, Lustera Naturals and its directors, officers, employees, contractors and service providers will not be liable for indirect, incidental, special, punitive or consequential losses arising from the use of our website or services.

This limitation does not apply where liability cannot legally be excluded or limited, including liability arising from fraud, wilful misconduct, gross negligence or rights provided by applicable consumer-protection law.

You are responsible for following product directions and warnings and for making reasonable decisions about whether a product is suitable for your circumstances.

SECTION 17 – INDEMNIFICATION

To the extent permitted by law, you agree to indemnify and hold Lustera Naturals harmless from third-party claims, losses or reasonable expenses resulting from:

• Your unlawful or fraudulent use of the website
• Your material breach of these Terms
• User Content that infringes another person’s rights
• Your intentional misuse of our products or services

This section does not require you to indemnify Lustera Naturals for losses caused by our own negligence, unlawful conduct or breach of these Terms.

SECTION 18 – TERMINATION

You may stop using our website at any time.

We may suspend or terminate your access where reasonably necessary because of fraud, unlawful activity, security concerns or a material breach of these Terms.

Termination does not affect rights or obligations that arose before termination. Provisions that by their nature should continue—including intellectual property, liability, indemnification and governing law—will survive termination.

SECTION 19 – SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be enforced to the maximum extent permitted or severed where necessary. The remaining provisions will continue in effect.

SECTION 20 – WAIVER AND ENTIRE AGREEMENT

If we do not immediately enforce a provision of these Terms, that does not waive our right to enforce it later.

These Terms and the policies referenced in them constitute the agreement between you and Lustera Naturals concerning your use of our website and purchases from our online store, except where additional terms are expressly agreed in writing.

SECTION 21 – ASSIGNMENT

You may not transfer your rights or obligations under these Terms without our prior written consent.

We may assign these Terms as part of a sale, merger, restructuring or transfer of our business, subject to applicable law and appropriate protection of personal information.

SECTION 22 – GOVERNING LAW

These Terms are governed by the laws of the Province of Ontario and the applicable federal laws of Canada.

Subject to rights you may have under the mandatory laws of your jurisdiction, disputes relating to these Terms will be submitted to the courts of competent jurisdiction in Ontario.

Nothing in this section prevents either party from using a lawful consumer-complaint process or seeking relief in a court with appropriate jurisdiction.

SECTION 23 – CHANGES TO THESE TERMS

We may update these Terms to reflect changes to our products, services, business practices or legal obligations.

The revised Terms will be posted on this page with an updated date. Material changes will be communicated where required by law.

Changes will apply from their stated effective date and will not retroactively alter an order already accepted unless required by law or agreed with you.

SECTION 24 – CONTACT INFORMATION

Questions about these Terms may be sent to:

Lustera Naturals Inc.
Operating as Lustera Naturals
Email: hello@lusteranaturals.ca
Phone: +1 365-773-3779
Business location: Guelph, Ontario, Canada

Local pickup and in-person visits are available by appointment only.