Refund & Return Policy
1. Returns
In accordance with global retail industry standards and due to hygiene reasons, we are unable to accept exchanges of skincare, make-up, toiletries & cosmetics unless damaged, faulty or incorrectly supplied.To complete your return, we require a receipt or proof of purchase and order number to be sent to eloisecosmeticsenterprise@gmail.com .
The price of the returned product will be provided in a gift voucher to the site or a refund to the credit card used to purchase.
1.1 Non-returnable items:Gift cards.
1.2 Non-refundable items:Shipping costs.
2. RefundsRefunds (if applicable) must be requested within 7 working days of receiving your product. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
2.1 Late or missing refunds (if applicable)If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at eloisecosmeticsenterprise@gmail.com
2.2 Sale itemsOnly regular priced items may be refunded, unfortunately sale items cannot be refunded. We will offer an online voucher in return.
3. ExchangesWe only replace items if they are defective, damaged or erroneously supplied. If you need to exchange it for the same item, send us an email at eloisecosmeticsenterprise@gmail.com, 101 Selbourne Road, Windsor Park, Kraaifontein, Cape Town, South Africa.
4. CancellationsWe are committed to offering customers the finest cosmetic products available. If the customer feels the products he/she received from us do not meet this expectation, pursuant to the “cooling-off” provisions of the ECT Act, the customer has the right to withdraw from the contract, without specifying any reason, within 7 days of the date the products were received. Products being returned must be in the original packaging, unused and unopened, in the same condition that they were received.
4.1 Notification of customer’s intention to exercise the right of cancellation can be done by emailing us with customer’s order details, including customer order number and the description of the products which are being returned.
4.2 If the customer returns products for reasons other than defects in the products, or incomplete or incorrect delivery, he/she will be required to arrange and pay for the direct costs of the return of the products to us.
4.3 Upon exercising the right of cancellation, we undertake to reimburse the customer the full price of the products within thirty (30) days of the date of receipt of the cancellation, provided that they are shipped back unused and undamaged, in the original packaging, to the extent that they have been kept and used with all due care and attention.
Refunds will only be made against the original credit card used or in the form of a voucher to shop on the site.
4.4 It is strongly recommended that the parcel be sent by a recorded delivery service (one that requires a signature upon receipt). We cannot be liable for returned products lost in transit.
5. ShippingInclude customer name, order number and contact detail. Return address: 101 Selbourne Road, Windsor Park, Kraaifontein, Cape Town. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary according to regular shipping lead times. See our Delivery Policy.
