Returns and Cancellation Policy
Last updated: May 4th, 2020
1.1 We hope that you are happy with your order, but if for any reason you are not, we have set out below a summary of your rights in the event that you wish to return a product purchased from www.decortecosmetics.co.uk (the “Site”), including our responses to some frequently asked questions. Full details in relation to your purchase can be found in our Online Terms of Purchase.
1.2 If you still have any unanswered questions, please contact our customer services team at firstname.lastname@example.org.
2. FAQs 2.1 I have changed my mind about the product, can I get a refund?
Yes if you cancel your order at any time up until 14 days after the date upon which you receive it, we will provide you with a refund subject to a few limited exceptions (e.g. if the product has been personalised or you have used it). See the paragraph on your ‘Cancellation Rights’ below.
2.2 What if I think there is a fault with the product, what are my rights?
We endeavour to provide you with a great customer experience. If, for any reason, you think that there is a fault with the product, please contact our customer service team at email@example.com in the first instance. You have a number of legal rights in respect of faulty products, which are set out in more detail in the paragraph on ‘Faulty Products’ below.
In order to support you with your concerns, our customer service team may require further information from you to assess whether the product is faulty. For example, if the packaging was broken upon receipt, please take photographic evidence of this and provide it to us.
2.3 I have opened the product, can I still return it and get a refund?
Due to health protection and hygiene reasons we will not provide a refund if the product shows signs of use with any retail seals broken. In such circumstances, where you have already sent the item back to us, we will notify you that a refund has been declined and you can choose to arrange for such goods to be returned to you within 28 days of our notification.
If, after opening the product, you believe that there is a fault with it, then please contact our customer service team at firstname.lastname@example.org.
2.4 How do I return my Decorté product?
If you purchased the product on our Site, the process is as follows:
- If you changed your mind within the 14-day cooling off period, please complete the cancellation form or returns note, carefully package up the unopened product and arrange for the product to be returned to us at Decorté UK Online Customer Services, 4th Floor Regus, Rex House, 4-12 Regent Street, London SW1Y 4PE. You need to do this within 14 days of notifying us of your wish to cancel. See paragraph 3.6 below for further details.
- If you believe that there is a fault with the product that you have received, please contact our customer service team at email@example.com immediately who will advise you on the next steps.
If you purchased the product in one of our stores or through one of our retail partners, you must consult the particular store or retail partner’s returns policy. We can only process returns that have been purchased through the Site.
2.5 Will you pay the cost of sending the product back to you?
No if you change your mind and wish to return your product to us, you will need to pay the postage and packaging costs of sending the item back to us.
If we find that the product is faulty, then we will reimburse you for the cost of return postage and packaging. If we do not find any fault with the product after our inspection or testing process, we will not reimburse you for the cost of return postage and packaging. At your option and expense, we will return any products to you that we decide are not faulty.
We encourage you to obtain proof of postage in case we do not receive the returned item and check with the courier what insurance they have for lost or stolen items, especially if the item is expensive.
2.6 How long will it take to get my money back?
Where we accept the return of your product, we will endeavour to provide you with your money back through the original payment method as soon as possible, but in any event, within 14 days of our receipt of the returned product.
2.7 Can I get an exchange?
Yes if you cancel your order at any time up until 14 days after the date upon which you receive it, but indicate you wish to receive an exchange we will, where possible, arrange for the product to be exchanged. If the product you wish to exchange your original order with is more expensive, we will require you to pay the difference in price.
3. CANCELLATION RIGHTS
3.1 As you are a consumer and have purchased your product online, you have a legal right to cancel your contract from the date on which we email you to confirm our acceptance of your order until the date which is 14 days after you receive the products. This means that during the relevant period, if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the contract between us and receive a refund.
3.2 Your right to return goods does not apply to products which:
(a) are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery. Note that this will be the case with most of our products, please do not unseal or open the product if you wish to return it to us; or
(b) are made to your specification; or
(c) have been personalised (such as by being engraved); or
(d) by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
3.3 To cancel a contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form below and send it to us via email at firstname.lastname@example.org. If you use this method, we will email you to confirm we have received your cancellation. A copy of the cancellation form may also be included in hard copy form with your order packaging. If you send us your cancellation form by email or by post, then your cancellation is effective from the date you send us the email or post us the letter. Please ensure that, if you do not use the cancellation form, you include adequate details of your order to help us to identify it.
3.4 If you cancel your order, we will:
(a) require that, where applicable, you return the products to us, together with any free samples or vouchers provided with the products, in accordance with paragraph 3.6 below and refund you the price you paid for the products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a store or concession (or you can choose to have such goods returned to you within 14 days of our notification that we intend to make a deduction). If we refund you the price paid before we can inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.
(c) make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us.
(d) refund you on the credit card or debit card or other payment method used by you to pay. If you used vouchers to pay for the products, we may refund you in vouchers. You will receive email notification of your refund from our customer services team.
3.5 Exchange. If you indicate in your cancellation request that you would rather receive an exchange than a refund, then this will be processed within 14 days of receiving your returned goods and will be delivered via standard delivery. In these circumstances a new contract will be deemed to have been formed between us in relation to the new product you have selected (and your various rights of cancellation and return as set out herein will apply to that product). If we are not able to satisfy your request for an exchange, then we will refund you the cost of the product and the original contract between us will be cancelled.
3.6 If a product has been dispatched to you, or you have received it before you decide to cancel your contract, then:
(a) you must return it to us, together with any free samples or vouchers that you have been provided, without undue delay (in the original product packaging) and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract;
(b) you can send it back to us at Decorté UK Online Customer Services, 4th Floor Regus, Rex House, 4-12 Regent Street, London SW1Y 4PE with your completed cancellation form (please note that online orders cannot be returned in store);
(c) when returning products please obtain proof of postage (we do not accept responsibility for goods lost in transit) and ensure that the parcel is adequately sealed;
(d) customers wishing to return fragrance products should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used; and
(e) unless the product is faulty or not as described you will be responsible for the cost of returning the product to us.
3.7 If you cancel your order but do not send off such products to us within 14 days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
3.8 If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Site, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
4. Faulty products
4.1 As you are a consumer, we are under a legal duty to supply products that are in conformity with the contract.
4.2 As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights (which are summarised in general terms below) are not affected by your right of cancellation in paragraph 3 above or anything else in the Online Terms of Purchase or elsewhere on this Site.
4.3 The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following if the product is faulty:
(a) obtain a refund for your product up to 30 days after receipt; or
(b) request for your product to be repaired or replaced, or if that is not possible, for a refund (which we will consider and determine) for up to 6 months after receipt.
4.4 Further advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
(Complete and return this form only if you wish to withdraw from the contract)
To Decorté UK Online Customer Services
4th Floor, Regus Rex House
4-12 Regent Street
London, SW1Y 4PE
I hereby give notice that I cancel my contract of sale of the following products:
[insert name of Products to be returned]
Ordered on [insert date of order]
Order No: [insert relevant order no]
Your name (or the customer’s name if different):
Your address (or the customer’s address if different):