1. Who We Are
Saby Luxe Cosmetics is a beauty and cosmetics retailer. We want every customer to have a positive experience when shopping with us, and this policy explains how returns, refunds and faulty or incorrect items are handled.
This policy applies to purchases made through the Saby Luxe Cosmetics website.
2. Your Right to Cancel an Online Order
If you are a consumer buying goods online, you may have a legal right to cancel your order within 14 days of receiving your goods without giving a reason.
If you decide to cancel under this legal right, you should tell us clearly within the cancellation period and return the goods within the required time.
This cancellation right does not affect any other legal rights you may have if an item is faulty, damaged, not as described or does not meet the standards required by law.
3. Cosmetics and Hygiene Products
Because many of our products are cosmetics and beauty products, we take hygiene and customer safety seriously.
Where a product has been supplied sealed for health protection or hygiene reasons, the legal cancellation right may no longer apply once the product has been unsealed.
This may include products such as cosmetics, skincare, makeup or other beauty products where opening the seal or packaging means the product is no longer suitable for return for health or hygiene reasons.
This does not remove your legal rights if the product is faulty, damaged, incorrectly supplied or otherwise does not meet the requirements of consumer law.
4. Items We Can Accept for Return
Where a return is permitted, please return the product in a suitable condition and, where reasonably possible, with its original packaging and any accessories supplied with it.
For a change-of-mind return, the product should not have been used beyond what is reasonably necessary to inspect it in the same way you would be able to inspect it in a shop.
We may take account of any reduction in the value of goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning, where the law allows this.
5. Items We May Not Be Able to Accept
For health and hygiene reasons, we may not be able to accept the return of a sealed cosmetic or beauty product once its seal has been broken or the product has been opened, where the legal cancellation exception applies.
We may also be unable to accept a change-of-mind return where the product has been used, applied or altered beyond what is reasonably necessary to inspect it.
These restrictions do not apply to prevent you from exercising your legal rights where an item is faulty, damaged, not as described or otherwise does not meet the requirements of consumer law.
6. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible so that we can investigate the issue and help resolve it.
Please provide your order number and, where appropriate, clear photographs showing the problem. This can help us assess the issue and arrange the most suitable solution.
Depending on the circumstances, your legal rights may include a repair, replacement, price reduction or refund.
Nothing in this policy limits or excludes your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.
7. How to Request a Return
To request a return or discuss a problem with an order, please contact Saby Luxe Cosmetics using the contact details provided on our website.
Please include:
- Your order number.
- The name used when placing the order.
- The product or products concerned.
- The reason for your return request.
- Photographs where the item is damaged, faulty or incorrect.
We will review your request and explain the next steps.
8. Returning an Item
If we confirm that an item should be returned, we will provide the relevant return instructions.
Please package the item securely so that it is protected during transit. You should keep proof of postage or other evidence showing that you have returned the item until the matter has been resolved.
Unless we have agreed otherwise or the law requires us to cover the cost, you may be responsible for the direct cost of returning an item where you are exercising a change-of-mind cancellation right.
9. Refunds
Where a refund is due, we will process it in accordance with your legal rights and the circumstances of the return.
For an online cancellation where the statutory cancellation right applies, the law generally requires the refund to be made within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been sent back.
Where the statutory cancellation right applies, the refund will generally include the cost of standard delivery. If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option available.
Where an item is faulty, damaged, incorrect or otherwise does not meet the requirements of consumer law, we will provide the remedy required by law based on the circumstances.
10. How Refunds Are Paid
Where possible, refunds will be made using the same payment method used for the original purchase.
The time it takes for the refund to appear in your account may depend on your bank, card provider or payment service provider.
11. Sale and Promotional Items
Sale and promotional items are covered by the same statutory consumer rights as products sold at full price.
A reduction in price does not remove your legal rights where an item is faulty, damaged, not as described or otherwise does not meet the requirements of consumer law.
Any specific promotional return terms will be communicated clearly at the time of purchase and will not affect rights that cannot legally be excluded.
12. Missing or Damaged Orders
If your order appears to be missing or arrives with visible damage, please contact us as soon as reasonably possible with your order details.
Where an item has been damaged during delivery or has not arrived, we will investigate the matter and work with the relevant delivery provider where necessary.
We will not ask you to give up any legal rights you may have in relation to goods that have not been delivered or have arrived damaged.
13. Exchanges
If you would prefer a different product rather than a refund, please contact us and we will let you know whether an exchange is available for your particular order.
An exchange may depend on product availability and the nature of the item being returned.
Where an exchange is not appropriate or available, we will explain the available options.
14. Our Commitment to You
We aim to deal with all return and refund requests fairly, clearly and as quickly as reasonably possible.
Our returns policy is intended to explain our process and does not remove or reduce any consumer rights that apply to your purchase under UK law.
15. Contact Us
If you have a question about a return, refund, damaged item, faulty product or incorrect order, please contact Saby Luxe Cosmetics using the contact details available on our website.
Please have your order number available where possible so that we can help you more quickly.