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 website.
• Website – refers to www.avroyshlain.co.za
• You – Means the individual accessing or sing 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 below downline authorised to distribute the Company’s products.
• PUDO point – A PUDO Point is a convenience store usually within minutes of your location that will accept your shipments for you and be there when you are ready to pick them up.

2. SCOPE

This Policy applies to products bought from Avroy Shlain cosmetics website( D2C)only and not  through the distribution network. This Policy forms part of the Avroy Shlain Cosmetics terms and Conditions, and so 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 AND 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 in exchange for a similar of different product. Avroy Shlain will process a refund/credit once the products have been received by the warehouse. Avroy Shlain processes refunds in the form of a credit voucher and does not issue a cash refunds. The consumer must ensure all items that form 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 having the product returned to you. The consumer may return products for reasons such as unmet expectations, damaged or defective products and wrong items received, below you find the process to follow for each reason to return products.

4. PREPARING YOUR PRODUCTS FOR A RETURN

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

• Book a return of a product contact Avroy Shlain Customer service department 0860 114 1825 or send an email to 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 that were 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 to us with the exception of defective and wrong/short pack products.
• If the Company  is responsible for sending defective items wrong/short  items ordered by the customer, pick up and return delivery costs are covered by the  Company as per our return policy.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

5. REFUNDS AND FEES

• Strictly no cash refunds any purchases.
• If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law)  refuse the return,  or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
• 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 having the product returned to you.

6. DESCRIPTIONS

While we have made every effort to show and describe our products as accurately as possible, in rare cases the final product may differ slightly from the images shown. We sometimes substitute products of a similar description where, for example, the original item becomes unavailable. Where this happens, we will inform you at the time of ordering. We have tried to describe all products fairly and the weights, dimensions and capacities given are approximate only. Packaging may vary from that shown.

7. UNWANTED PRODUCTS

You can return an unwanted product to us at no charge, within 7 days provided:

• It is undamaged and unused, with the original labels and stickers still attached.
• It is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable)
• It is not missing any accessories or parts.
• you log a return with the call center within 7 days of delivery to you or collection by you of the unwanted product.
• The transaction must be an electronic transaction – a transaction concluded on the website.
• After 7 days, you can only return a product if it is defective.

8. DEFECTIVE PRODUCT

Defective products are those that had a defect or were unsafe when we supplied them. A defect usually means that the products were manufactured using materials, components, or workmanship below an acceptable standard. This includes  the quality defect and/or damaged product.

8.1 QUALITY RETURN

A quality return refers to manufacturing defect such as product quality or allergic reaction.
You can return a quality product to us within 6 months of purchase  provided:

• You must prove that products are defective by providing  a full explanation of the  allergy or quality.
• Provide a bath number and the product code listed on the product.
• Provide  the photo of the product  and reaction ( if applicable).
• If the return is accepted,  you may not be required to return the product.
•  A voucher to the value of the purchased defective product will be credited into your  website e account.

8.2 DAMAGED RETURN

A damaged return refers to Products that either have a manufacturing defect or have been damaged during handling, delivery, collection  or, in the case of Returned Products, may have been damaged by customers.

• You can return a damaged  product to us within 7 days of purchase provided you :
• Provide  the photo  of the damaged  product
• Provide a full explanation of  the damage.
• Provide a batch number  and order number as listed on the damaged product.
•  R25 consumer administration charge may apply.
• The call center will arrange for collection, or you can drop of  at your nearest PUDO drop of point.
• A voucher to the value of the purchased defective product will be credited into your  website e 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, user abuse or incorrect usage of the product.
• Damage arising from a failure to adequately care for the product.
• Damage arising from unauthorized alterations to the product.

9. Wrong/Short pack

You can return a wrong packed  product or notify us of a short pack provided you :

• Notify us within  7 days.
• Provide the photo of the wrong item or the whole package if it’s a short pack.
• Drop off the wrong item at your nearest  PUDO POINT
• A voucher will be issued for the wrong / short pack item.

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

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