Privacy Policy

Last updated: November 28, 2025

1. Who We Are

This website is operated by Santrel International Inc. (“Santrel”, “we”, “us”, “our”). We sell products online to customers across Canada, with a particular focus on Quebec for our French platform and English-speaking provinces for our English platform.

Santrel International Inc. is a corporation (“société par actions”) headquartered at:

44 rue Joli-Vent
Belœil, Québec, J3G 0X6, Canada

2. Scope of This Policy

This Privacy Policy explains how we collect, use, disclose and protect your personal information when you visit our website, create an account, place an order, contact us, subscribe to our newsletter, or otherwise interact with us online.

By using our website, you agree to the practices described in this Privacy Policy, subject to your rights under applicable laws, including the laws of Québec and Canada (such as Loi 25 and the Personal Information Protection and Electronic Documents Act – PIPEDA).

3. Contact and Person in Charge of Personal Information

If you have any questions about this Privacy Policy, our privacy practices, or if you wish to exercise your rights, you can contact us at:

Email: info@santrel.com
Phone: 450-653-8201
Mail: Privacy Officer, Santrel International Inc., 44 rue Joli-Vent, Belœil, Québec, J3G 0X6, Canada

The person in charge of the protection of personal information (the “Privacy Officer”) can be reached at the same contact details. Complaints or inquiries regarding personal information may be addressed to this person.

4. Personal Information We Collect

4.1 Information You Provide to Us

We collect the personal information you provide directly to us, for example when you:

Create an account on our website
Place an order and provide billing and shipping details
Contact us by email, phone, contact form or other means
Subscribe to our newsletter or marketing communications
Participate in a promotion, survey or other activity
Leave a review or, where available, a comment on our site

This information may include, for example:

Identification and contact details (name, address, email address, phone number)
Account details (username, password and preferences)
Order and payment information (products purchased, billing address, shipping address, partial payment information processed through secure payment providers)
Communication content (messages sent to our customer service, inquiries, complaints)
Marketing preferences (newsletter subscriptions, consent choices)

4.2 Information Collected Automatically

When you visit our website, certain information is collected automatically by cookies and similar technologies, such as:

Your IP address
Browser type and version
Device type and operating system
Pages you visit, time spent on pages, and click paths
Referring URL (the site you came from)

We use this information to operate and improve our website, to understand how visitors use it and to compile statistics for analytics and marketing.

4.3 Information from Third Parties

We may receive information from third-party service providers that help us run our business (for example, payment processors, delivery companies, email marketing platforms, advertising and SEO agencies, and analytics providers). This information is limited to what is necessary for them to provide their services and for us to manage our relationship with you.

5. Comments, Reviews and User-Generated Content

Where comments or reviews are enabled on our site, we collect the data shown in the relevant form (such as your name and comment), as well as your IP address and browser user agent string to help detect spam and abusive behaviour.

An anonymized string created from your email address (also called a “hash”) may be provided to the Gravatar service to see if you use it. The Gravatar service privacy policy is available on their website. After your comment is approved, your profile picture (if any) may be visible to the public in the context of your comment or review.

6. Media

If you upload images to the website (for example as part of a profile or review), you should avoid uploading images with embedded location data (EXIF GPS). Visitors to the website may download and extract any location data from images on the site.

7. Cookies and Similar Technologies

We use cookies and similar technologies to make our website function properly, to remember your preferences and to analyze website usage.

Examples of cookies we may use include:

Login cookies to remember your session when you sign in
Preference cookies to remember your language or display settings
Analytics cookies to help us understand how visitors use our website
Marketing cookies to help us measure the effectiveness of our advertising

If you leave a comment (where available), you may choose to save your name, email address and website in cookies so you do not have to fill them in again next time. These cookies may last for up to one year.

When you visit our login page, a temporary cookie may be set to check if your browser accepts cookies. This cookie does not contain personal data and is deleted when you close your browser.

You can configure your browser to refuse cookies or to alert you when cookies are being sent. If you disable cookies, parts of the website may not function correctly.

8. Embedded Content from Other Websites

Articles and pages on this site may include embedded content (for example, videos, images, articles, social media widgets). Embedded content from other websites behaves in exactly the same way as if the visitor had visited the other website directly.

These websites may collect data about you, use cookies, embed additional third-party tracking and monitor your interaction with embedded content, including tracking your interaction if you have an account and are logged in to that website. We encourage you to review the privacy policies of any third-party websites you visit.

9. How and Why We Use Your Personal Information

We use your personal information for the following purposes:

To operate our website and provide its functionalities
To allow you to create, manage and use your customer account
To process your orders, manage payments and provide products you purchase
To arrange shipments and deliveries
To respond to your questions, requests and complaints
To send you transactional communications related to your orders and account
To send newsletters and marketing communications, if you have chosen to receive them
To personalize the content, offers and recommendations presented to you
To compile statistics and analyze the performance and use of our site so we can improve it
To protect the security of our systems, prevent fraud and abuse, and enforce our terms
To comply with our legal and regulatory obligations

10. Disclosure and Sharing of Personal Information

We do not sell your personal information. We may share your personal information in the following limited situations:

With service providers and subcontractors who help us operate our website and deliver our products and services (for example payment processors, hosting providers, delivery companies, email marketing platforms, analytics providers and advertising or SEO agencies). These providers are only given access to the information they need to perform their services and are required to protect your information and use it only for the purposes specified by us.
With government authorities or law enforcement agencies if required by law, court order or to protect our rights, property or safety or that of others.
In connection with a business transaction, such as a merger, acquisition or sale of all or part of our assets, where personal information may be transferred as part of the transaction, subject to appropriate protections.

We may also share aggregated or de-identified information that does not identify you personally.

11. Data Retention

We keep personal information only as long as necessary for the purposes described in this Policy or as required by law.

As a general rule, we retain your personal information:

For as long as your customer account remains active
For the duration necessary to provide you with the products and services you have requested
For a reasonable period after your account is closed or your last interaction with us, typically up to one year, in order to respond to questions, keep records for legal or tax purposes and resolve disputes

We may determine specific retention periods based on objective criteria, such as the nature of the information, the purpose for which it was collected and legal requirements.

12. Children’s Privacy

Our website and products are not intended for children under 13 years of age, and we do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13, we will take steps to delete such information as soon as reasonably possible.

13. Security

We take reasonable physical, technical and organizational measures to protect your personal information against loss, theft and unauthorized access, use or disclosure. These measures include limiting access to personal information to those employees and service providers who need it to perform their duties, using secure systems and using safeguards appropriate to the sensitivity of the information.

However, no method of transmission over the Internet or method of electronic storage is completely secure. We cannot guarantee absolute security, but we strive to protect your information to the best of our ability.

14. Your Rights

Subject to applicable law, you may have the right to:

Access the personal information we hold about you and obtain a copy
Request that we correct inaccurate, incomplete or outdated information
Request the deletion of certain personal information, subject to legal or contractual restrictions
Withdraw your consent to our processing of your personal information, where our processing is based on consent
Object to or restrict certain uses of your personal information
Request that your personal information be provided to you in a structured, commonly used and machine-readable format, where applicable

To exercise your rights, please contact us using the details in section 3. We may ask you for information to verify your identity before processing your request.

If you are not satisfied with our response, you may have the right to file a complaint with the Commission d’accès à l’information du Québec or another competent privacy authority.

15. International Transfers

Some of our service providers may store or process your personal information outside of Québec or Canada (for example, in the United States). In such cases, your personal information will be subject to the laws of the jurisdiction where it is located, which may provide a different level of protection than that of Québec or Canada. We take steps to ensure that appropriate safeguards are in place when personal information is transferred outside of your jurisdiction.

16. Automated Spam and Fraud Detection

Visitor comments, form submissions and other interactions may be checked through automated spam detection or fraud prevention services. These services may collect and process certain information (such as your IP address, browser details and content of submissions) to help us detect and prevent abuse.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements or other factors. When we make significant changes, we will post the updated Policy on our website with a new “last updated” date. We encourage you to review this Policy regularly.

18. How to Contact Us

If you have any questions, comments or concerns about this Privacy Policy or our privacy practices, or if you wish to exercise your rights, you can contact us at: