Returns & Refunds
CANCELLING OR RETURNING ORDERS
5.1 You may change your mind about and cancel any order purchased from us online at any time from the date on which we email you to confirm that the order has been dispatched until fourteen (14) calendar days after you receive the product.
For example: if we provide you with a dispatch confirmation email on 1 January and you receive the product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January.
5.2 This does not apply to products which:
(a) are not suitable for return due to health protection or hygiene reasons.
(b) become unsealed after delivery (e.g. for perfume, if the sealed packaging has been opened).
(c) have been clearly personalised (such as by being engraved).
(d) by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
This doesn't affect your statutory rights if goods are faulty or not as described.
5.3 To cancel, you need to let us know that you have changed your mind:
(a) The easiest way 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.
(b) You can also email us using our contact us form here.
or contact our Customer Services team by telephone on 0800 085 4958 Monday to Saturday: 8am - 8pm and Sunday: 8am - 3pm
or by post to:
Internet Returns Kérastase L'Oréal (UK) ltd
Bury, BL9 8RY
If you are emailing us or writing to us please include details of your order to help us to identify it, including the order reference number (starting KER…). If you send us your cancellation notice by email or post, then your cancellation notice is effective from the date you send us the email 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 email us before midnight on that day.
5.4 If you have received your product before you changed your mind you must return it to us unopened and unsealed without undue delay (and in the meanwhile retain possession of the product 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. You must send the product back to us,
to the below address:
Internet Returns Kérastase L'Oréal (UK) ltd
5.5 If you fail to return any product the direct cost of recovery of that product by us shall be borne by you. You shall assume all reasonable risks linked to the return of product(s).
5.6 You will be responsible for the cost of returning the product to us.
Receiving a refund for your orders when you change your mind
5.7 Where the full order is returned undamaged and unused, we will refund any delivery costs you have paid to receive the product from us (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
5.8 We will 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.
(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. Returning a product because it has a fault or is not as described
5.9 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 Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
5.10 If you have returned the product to us because they are faulty or not as 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).
5.11 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. We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products, whichever is earliest.
These points are part of our General Ecommerce Terms and Conditions of sale which you can find here.