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Terms and conditions of sale

applicable to all products and services sold by the site

Last updated: September 25, 2026

General

  • Every order placed on alexemstudio.com is subject to these terms and conditions of sale. By placing an order, you confirm that you have read and accepted them.
  • Prices, descriptions and other information shown on the site may change at any time without notice. The applicable price is the one displayed when the order is placed.
  • Payments are processed online through a secure gateway. We accept credit cards, Apple Pay, Google Pay, PayPal and Affirm. No other payment method is accepted on the site.

Prices and taxes

  • Prices are shown in Canadian dollars, before taxes.
  • Applicable taxes (GST, QST or HST) are calculated in the cart based on the province or territory of the billing address.

Digital products

  • Templates, guides and other digital files are available immediately after payment, through the download link in the confirmation email and in your account.
  • Digital products are neither refundable nor exchangeable once the order is complete.
  • All transactions are subject to technical contingencies. We are not responsible for delays in receiving an email, but we will resend your files on request.

Services and banked hours

  • Banked hours and fixed-price packages are non-refundable.
  • Other services sold online, such as hosting or monthly plans, are refundable by agreement with Alexem Studio, provided no time has been committed to your project.

Physical products and shipping

  • Physical items (clothing, bags, accessories) ship within Quebec only. Shipping fees are shown in the cart before payment.
  • Orders ship by Canada Post within 2 to 5 business days of confirmation. Delivery times are then those of the carrier and are not guaranteed.
  • An item marked “restocking” ships as soon as it arrives. You may cancel a restocking order at any time before it ships, for a full refund.
  • You are responsible for the accuracy of the shipping address. A parcel returned because of an incorrect address may be reshipped at your expense.

Returns and exchanges

  • You may return a physical item within 14 days of receiving it, provided it is unworn, unwashed, in its original condition and with its tags.
  • To start a return or exchange, email us at hello@alexemstudio.com with your order number. We will tell you how to proceed.
  • Return shipping is at your expense, except in the case of a manufacturing defect or an error on our part. We recommend a tracked shipment.
  • A size exchange is possible once per order, subject to stock. Shipping of the replacement item is at your expense.
  • Refunds are issued to the original payment method within 10 business days of receiving and inspecting the item. Original shipping fees are not refunded.
  • Items obtained free of charge or with a client-only promotional code cannot be returned or exchanged.
  • A defective item, or one damaged on arrival, must be reported to us within 7 days, with photos. We will replace or refund it, at our discretion, at no cost to you.

Intellectual property

  • Digital products purchased on the site remain the property of Alexem Studio. Your purchase grants you a licence for personal use or for your organization. Copying, reselling or redistributing them without written permission is prohibited.
  • Alexem Studio trademarks, logos and artwork on physical products may not be reproduced.

Warranties and liability

  • No guarantee of results is offered. It is your responsibility to ensure that templates and documents work in your environment.
  • We are not responsible for the loss or destruction of a file after it has been downloaded.
  • Subject to the legal warranties applicable in Quebec, our liability is limited to the price paid for the product or service concerned.

Privacy

  • Personal information collected with an order is used only to process it, ship it and keep you informed. See our privacy policy for details.

Miscellaneous

  • No change to these terms is valid without a written agreement between Alexem Studio and the client.
  • The invalidity of one provision does not affect the validity of the others.
  • Failure to exercise a right under these terms does not constitute a waiver of that right.

Governing law

  • These terms are governed by the laws of Quebec and Canada. Any dispute falls under the courts of the district of Longueuil.

Questions? Email us at hello@alexemstudio.com.

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Frequently asked questions

To be eligible for the solidarity offer, you must meet one of the following criteria:

  • Annual sales under $250,000 (proof by abbreviated financial statements or statement from an accountant).
  • Number of employees less than or equal to 3 (written declaration or signed internal form).

The solidarity offer includes a 20% discount on all our regular rates, applicable to the creation of time banks, time plans and package projects for eligible customers.

Banked hours are a fixed volume of hours that you buy in advance and use at your own pace, according to your needs. Hour plans, on the other hand, allocate a number of hours over a set period (usually a month), with an advantageous rate and regular scheduling to ensure our availability. Both options offer flexibility and priority, but hourly plans allow for more continuous management of your projects.

Banks and time plans offer :

  • Flexibility: adapt your hours to your needs during the year.
  • Low rates: benefit from our best hourly rate.
  • Priority: our availability is guaranteed for your projects.

Yes, hour banks are valid for one year from the date of purchase. Make sure you use your hours within this period.

Time banks must be paid in advance of any project or work being carried out. This guarantees our availability and commitment to your projects.

No, we do not provide quotations for projects carried out within the framework of banks or time plans. Quotations are reserved for lump-sum projects and follow our standard rates.

Fixed-price projects include a fixed price and a pre-defined scope. They are suitable for one-off or one-time projects, with costs based on our standard tariff.

We’re a multidisciplinary team combining expertise in design, web conception, UX, video and more. Working with us means access to a full range of creative services to propel your projects forward.