Returns Policy

L’Oréal South Africa Consumer Advisory Department
Email: lorealconsumerrsa@loreal.com
Telephone No: 086 100 1085
Monday to Thursday 9:00 am-5:00 pm, Friday 9:00 am-4:30 pm, closed weekends and all public holidays

DEFINITIONS

In these Terms and Conditions “the Customer” means the person to whom the Products are sold; “L’Oréal” means L’Oréal South Africa (Pty) Ltd T/A Urban Decay South Africa; “Products” mean the item/s which are sold and supplied to the Customer; “Parties” means the Customer and L’Oréal.

  1. 1. Cooling-Off Period
    A Customer is entitled to cancel any electronic transaction as contemplated in section 44 of the Electronic Communications and Transaction Act, No 25 of 2002 (“ECTA”) within seven (7) days after the date of the receipt of the Product(s), without reason or penalty.
    1. 1.1. This is only applicable if the Customer is a natural person and the end user of the Product(s);
    2. 1.2. Only electronic transactions are considered within Section 44 of ECTA;
    3. 1.3. Product(s) must be returned unused and in the original undamaged packaging in a condition for resale;
    4. 1.4. The purchase price of the Products will be refunded less the direct cost of returning the Product(s).
  2. 2. Unsuitable Products
    A Customer, may in terms of the Consumer Protection Act, 68 of 2008 (“CPA”) return products within ten (10) business days from delivery if they could not examine the Product(s) before delivery and then discover that the Products are not what they ordered, expected, or are not suitable for a specific purpose that the Customer communicated to L’Oréal in writing. The following shall apply:
    1. 2.1. the Product(s) must be returned unused and in the original undamaged packaging in a condition for resale;
    2. 2.2. If the Products are opened for any reason whatsoever, L’Oréal may deduct and charge a reasonable amount for repackaging and restocking;
    3. 2.3. the Customer must be “a consumer” as stipulated in the CPA;
    4. 2.4. the Customer must follow the return process stipulated in point 4 below.
  3. 3. Damaged, Defective, Substandard or Incorrect Products
    If any Product(s) purchased online at www.urbandecay.co.za is defective, damaged or is of a substandard quality, L’Oréal will refund or exchange the Product within six (6) months, unless;
    1. 3.1. The Product has been damaged due to misuse or abuse by the Customer;
    2. 3.2. The Product has exceeded its shelf-life or recommended usage period after opening of the product. This exception will not apply in the event the Product had exceeded its shelf-life at the time of purchase;
    3. 3.3. The Product was used other than for its intended purpose;
    4. 3.4. The Product has been tampered with and no longer conforms to the original manufacturers specification;
    5. 3.5. The Customer has not provided L’Oréal with the original proof of purchase;
    6. 3.6. The Product has been used continually by the Customer to a greater extent than would reasonably be necessary for the Customer to determine that the Product was defective, damaged or of poor quality.
  4. 4. How to Return Products
    Contact our Consumer Advisory Department on the details above. The following information will be required when contacting the Consumer Advisory Department:
    1. 4.1. Delivery document containing your delivery number;
    2. 4.2. Original proof of purchase;
    3. 4.3. List and description of Product(s) to be returned;
    4. 4.4. L’Oréal reserves the right to inspect and examine any Products that the Customer claims to be damaged, defective, substandard, incorrect or unsuitable. This inspection and/or examination shall be conducted within a reasonable time from date of receipt of the Product(s) from the Customer
    5. 4.5. Our Consumer Advisory team will arrange for the Product(s) to be collected from the original delivery address
    6. 4.6. Returned items will be processed and refunded within 30 days after we receive the returned Product or earlier depending on the processing times stipulated by the financial institution responsible for the transaction
    7. 4.7. Refunds will only be processed into the original credit card or bank account used in the original transaction
    8. 4.8. EFT transaction refunds may take up to 7 business days (excluding weekends) to reflect in your bank account
  5. 5. Procedure For Returns to Other Suppliers
    For purposes of this returns policy, only Product(s) purchased on www.urbandecay.co.za will be considered for refunds or exchanges. Products purchased in a retail store must be returned or exchanged via the retailer’s returns policies
  6. 6. Further Terms
    Further terms and conditions applicable to the sale of the Product(s) can be found on www.urbandecay.co.za