Customer Service: Return Policy
YOUR CONSUMER RIGHT OF CANCELLATION, RETURN AND REFUND
0.1. If you are a consumer, you have a legal right to cancel a Contract during the period set
out below. 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 and receive a refund. Advice about your legal right to cancel the Contract is available from your Citizen’s Advice Bureau or Trading Standards Office.
0.2. However this cancellation right does not apply in the case of a Contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
0.3. Your legal right to cancel a Contract starts from the date of the Dispatch Confirmation (the date on which we email you to confirm our acceptance of your order), which is when the Contract is formed. Your deadline for cancelling the Contract is set out below:
End of the cancellation period:
The end date is the end of 14 days after the day on which you receive the Product.
For example: if we provide you with a Dispatch Confirmation on 1 January and you receive the Product on 0 January you may cancel at any time between 1 January and the end of the day on 24 January.
0.4. 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 On our Website. If you use this method we will email you to confirm we have received your cancellation.
You can also complete the following form Contact Us or contact our Customer Services team by telephone on 0800 5870 829 or by post to:
Please note: Our phone lines will be closed from 3rd July 11am and will re-open at 8am on Monday 6th July. Internet Returns Unit 22 Sentinel drive Annesley NG15 0DF
If you are completing the online form or writing to us please include details of your order to help us to identify it, including the order reference number (starting GB-EN…). If you send us your cancellation notice by completing the online form or by post, then your cancellation notice is effective from the date you complete the online form or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last date of the cancellation period or complete the online form before midnight on that day.
0.5. If you cancel your Contract we will:
a) 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 brick and mortar shop;
b) refund, where the full order is returned, 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 (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 working days at one cost but you choose to have the Product delivered within 1-2 working days at a higher cost, then we will only refund what you would have paid for the cheaper delivery option;
c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
a. if you have received your Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us see below;
b. if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Contract.
0.6. If you have returned the Products to us under this clause because they are faulty or mis-described, we will examine the Product as quickly as possible. If the non-compliant nature of the Product is confirmed by us, we will refund the price of the Product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us (upon production of an applicable receipt).
0.7. We will refund you using the same means of payment you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. L’Oréal may withhold reimbursement until L’Oréal has received the Products back or you have supplied evidence of having sent back the Products, whichever is earliest.
0.8. If a Product has been delivered to you before you decide to cancel your Contract:
a) then you must return it to us without undue delay (and in the meanwhile retain possession of the Products and take reasonable care of them) 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. You must send it back accompanied with the returns note, to the below address:
Internet Returns Unit 22 Sentinel drive Annesley NG15 0DF
If you fail to return any Product the direct cost of recovery of that Product by L’Oréal shall be borne by you. You shall assume all reasonable risks linked to the return of Product(s).
b) Unless the Product is faulty or not as described (in this case see below), you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that these costs should not exceed £0 (ten pounds sterling) if sent by special delivery from within the United Kingdom. L’Oréal does not accept returns with delivery charges due.
0.9. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause or anything else in the General Conditions of Sale. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
0.10. The right of cancellation can only be exercised by you, the purchaser of the Product, and not by a third party.