Returns Policy - avroyshlain.co.za

Returns Process & Guidelines

Avroy Shlain Cosmetics recognizes that it can sometimes be difficult to choose the correct items online and we want to make sure customers are completely satisfied with their purchasing experience with Avroy Shlain Cosmetics.

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair, replace it, or credit your account, subject to the below terms.

1. Definitions

The Company – defined as Avroy Shlain Cosmetics.
D2C – Direct to Consumer.
Products – the items offered for sale on the Service.
Service – refers to the website.
Website – refers to www.avroyshlain.co.za.
You – means the individual accessing or using the Service, or the Company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Distribution Network – Regional Director and their authorised downline distributors of the Company’s products.
PUDO Point – a convenience store within minutes of your location that will accept your shipments for you and hold them until collection.

2. Scope

This Policy applies only to products bought from the Avroy Shlain Cosmetics website (D2C) and not through the distribution network.

This Policy forms part of the Avroy Shlain Cosmetics Terms and Conditions, and words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise.

Nothing in this Policy is intended to limit your statutory rights in any way.

3. Refunds & Returns

A return is when the consumer sends the product back to Avroy Shlain Cosmetics. The product can be returned for a refund (credit voucher) or exchanged for a similar or different product.

Avroy Shlain will process a refund or credit once the products have been received by the warehouse. Refunds are processed in the form of a credit voucher only. No cash refunds will be issued.

The consumer must ensure all items forming part of a promotion set, gift set or combo are returned for the full credit to be issued.

If you return a product that does not comply with this Policy, you may be liable to reimburse the Company for the cost of collecting the product from you and the cost of returning the product to you.

Products may be returned for reasons such as unmet expectations, damaged or defective products, and incorrect items received. The process for each return reason is outlined below.

4. Preparing Your Products for Return

To ensure your request is processed as quickly as possible, you are responsible for the following when returning your products:

Book a return by contacting the Avroy Shlain Customer Service Department on 0860 114 1825 or email D2Creturns@avroyshlain.co.za.
Package your products safely and securely for protection during transit.
Clearly mark your return with the reference number provided on the outside of the parcel.
Include all accessories and parts sold with the product.
Drop off your package at your nearest PUDO point if it is a wrong pack.
You are responsible for any costs associated with returning the item, except in cases involving defective products or wrong/short packed items.
If the Company is responsible for defective or incorrect items sent to the customer, collection and return delivery costs will be covered by the Company in accordance with this Returns Policy.

Failure to adhere to these requirements could delay the processing of your request or result in the request being declined.

5. Refunds & Fees

Strictly no cash refunds on any purchases.
If you return a defective product but fail to return all accessories and parts sold with the product, the Company may:
- Refuse the return;
- Replace only the returned item; or
- Estimate the value of the missing accessories and credit/refund only the returned item.
If you return a product that does not comply with this Policy, you may be liable to reimburse the Company for:
- The cost of collecting the product from you; and
- The cost of returning the product to you.

6. Product Descriptions

While every effort has been made to show and describe products as accurately as possible, the final product may differ slightly from the images shown.

In some instances, products of a similar description may be substituted if the original item becomes unavailable. Customers will be informed at the time of ordering should this occur.

Weights, dimensions and capacities provided are approximate only. Packaging may vary from what is shown on the website.

7. Unwanted Products

You may return an unwanted product to us at no charge within 7 days provided that:

The product is undamaged and unused, with original labels and stickers attached.
The product is in its original packaging, which must be undamaged and in its original condition with all seals intact where applicable.
No accessories or parts are missing.
You log a return with the call centre within 7 days of delivery or collection.
The transaction was concluded electronically on the website.

After 7 days, products may only be returned if they are defective.

8. Defective Products

Defective products are products that were unsafe or had a defect when supplied by the Company.

A defect generally means the products were manufactured using materials, components or workmanship below an acceptable standard. This includes quality defects and/or damaged products.

8.1 Quality Returns

A quality return refers to manufacturing defects such as product quality issues or allergic reactions.

You may return a quality-related product within 6 months of purchase provided that:

You provide a full explanation of the allergy or quality issue.
You provide the batch number and product code listed on the product.
You provide photos of the product and reaction where applicable.
If the return is accepted, you may not be required to return the product.
A voucher to the value of the defective product will be credited to your website account.

8.2 Damaged Returns

A damaged return refers to products that have either:

A manufacturing defect; or
Been damaged during handling, delivery, collection or by customers in the case of returned products.

You may return a damaged product within 7 days of purchase provided that you:

Provide photos of the damaged product.
Provide a full explanation of the damage.
Provide the batch number and order number listed on the damaged product.
Understand that a R25 consumer administration fee may apply.
Allow the call centre to arrange collection or drop off the item at your nearest PUDO point.
A voucher to the value of the defective product will be credited to your website account.

The following will not be regarded as defects and will not entitle you to a return:

Faults resulting from normal wear and tear.
Damage arising from negligence, misuse or incorrect use of the product.
Damage arising from failure to adequately care for the product.
Damage arising from unauthorised alterations to the product.

9. Wrong / Short Pack

You may return a wrongly packed product or notify us of a short pack provided that you:

Notify us within 7 days.
Provide photos of the incorrect item or the entire package in the case of a short pack.
Drop off the incorrect item at your nearest PUDO point.
A voucher will be issued for the wrong or short packed item.

The Company reserves the right not to refund a returned product if it is returned without its original protective packaging or if it has not been safely packed.

Furthermore, the Company will not process a refund on defective or incorrect products if the procedures set out in this Returns Policy have not been followed.