Returns
HOW TO RETURN YOUR ONLINE ORDER
Step 1.
Download, print and complete our returns form. You will need to put this completed form into your returns package.
Step 2.
Visit our dedicated Royal Mail page to arrange a free return.
If asked to choose retailer, please select - L'Oreal (UK) Ltd
Royal Mail will email you a returns label with QR code to present the QR code at your post office.
Step 3.
Drop off your returns package at your nearest post office. Show your QR code at the post office to get your free returns label printed.
YOUR CONSUMER RIGHT OF CANCELLATION, RETURN AND REFUND
10.1. If you are a consumer, you have a legal right to:
a) withdraw from the Contract at any time before the Contract is entered into (i.e. the period from when an order is placed until the Dispatch Confirmation email is sent); or
b) cancel a Contract at any time from when the Contract is entered into (i.e. from the date the Dispatch Confirmation email is sent) until 14 days after the day on which you receive the Product(s).
For example: if we provide you with a Dispatch Confirmation email on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
10.2. This means that during the relevant periods at 10.1 a) or b) above if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. Advice about your legal right to cancel the Contract is available from your Citizen’s Advice Bureau or Trading Standards Office.
10.3. However this cancellation right does not apply in the case of a Contract for the supply of sealed goods which are not suitable for return due to health protection and hygiene reasons, if they become unsealed after delivery. Certain Products are cellophane wrapped and/or contain a seal to be removed before use and fall within the category of ‘sealed goods’.
10.4. To cancel a Contract, you need to let us know that you have decided to cancel. We will email you to confirm we have received your cancellation.
a) The easiest way to do this is to complete the Order Cancellation form on our Website.
b) You can also download a PDF version of the cancellation form which can be printed, completed, scanned and emailed to us at [email protected] or posted to us at:
La Roche Posay Customer Care Department
L’Oreal UK Ltd
Gateway Central, White City Place, 187 Wood Lane, London, W12 7SA
c) You may also contact our La Roche Posay Customer Care Department by telephone on 0800 055 6822 (Monday to Friday 9am to 5pm).
If you contact us please quote your order number to help us identify your order. If you send us your cancellation form by email or post, then your cancellation form is effective from the date you send us the email or post the letter to us. For example, you will have given us notice in time as long as you get your cancellation form into the last post on the last date of the cancellation period or email us before midnight on that day.
10.5. If you cancel your Contract you will need to pay the cost of returning the Product(s) to us and do this as soon as possible and, in any event, no later than 14 days after the date you communicated the cancellation of the Contract. La Roche Posay does not accept returns with delivery charges due.
a) You must send Product(s) back with the Product Return and Refund Form received with your order to:
La Roche Posay Returns Department
L’Oréal UK Ltd
Unit 2
Fraser Place
Trafford Park
Manchester
M17 1ED
b) You shall assume all reasonable risks linked to the return of Product(s) and take reasonable care thereof whilst in your possession. If you fail to return any Product the direct cost of recovery of that Product by La Roche Posay shall be borne by you.
c) If you return all of the Product(s) you have ordered you should also return any free samples or free promotional products you may have received within your order.
10.6. If you cancel your Contract we will:
a) refund you the price you paid for the Products. We will refund you using the same means of payment you used for the initial transaction (unless expressly agreed otherwise). Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop;
b) refund, only where the full order is returned, any delivery costs you have paid to receive it, although as permitted by law the maximum refund will be the cost of delivery by the least expensive delivery method we offer. For example, if we offer standard delivery of a Product within a certain timeframe at one cost but you select express delivery of a Product within a shorter timeframe at a higher cost, then we will only refund what you would have paid if you had selected the cheapest delivery method we offer. For the avoidance of doubt, if the Standard Delivery method we offer is free then you will not be refunded any delivery costs even if you opted for another delivery method which was not free;
c) make any refunds due to you no later than 14 days after the day on which we receive the Product(s) back from you or, if earlier, the day on which you provide us with evidence (i.e. date stamped written statement from an established postal service provider listing the sender and the recipient) that you have sent the Product(s) back to us.
10.7. If you have returned a Product to us because it is faulty, damaged or you have not received the Product you ordered, we will examine the Product as quickly as possible. If the non-compliant nature of the Product is confirmed by us, we will refund the price of the Product in full. Where the full order is returned we will refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (as set out in 11.6 b) above).
We will pay the reasonable delivery costs you incur in returning the Product(s) to us subject to the inclusion of a returns proof of postage receipt. We request that you return such Product(s) to us via the Post Office ‘Royal Mail Signed For’ delivery method.
10.8. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with the Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause or anything else in the General Conditions of Sale. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
10.9. The right of cancellation can only be exercised by you, the purchaser of the Product, and not by a third party.
CANCELLING OR RETURNING ORDERS
Cancelling an order if you have changed your mind
During Promotional & Festive period, some returns may take longer to come back to us. Please be assured we will do our best to issue the refund within our usual timelines. For eligibility and full returns policy read below.
10.1 You may change your mind about and cancel any order purchased from us online at any time from the date on which we email you to confirm that the order has been dispatched until twenty eighth (28) calendar days after you receive the product. For example: if we provide you with a dispatch confirmation email on 1 January and you receive the product on 10 January, you may cancel at any time between 1 January and the end of the day on 7 February.
10.2 This does not apply to products which:
(a) are not suitable for return due to health protection or hygiene reasons.
(b) become unsealed after delivery (e.g. for perfume, if the sealed packaging has been opened).
(c) have been clearly personalised (such as by being engraved).
(d) by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.
10.3 Online Returns: To return orders purchased from our website, you can use our free return service with RM, within 28 days of the receipt of your order.
a. Complete our Return Form and print the form to have it ready to include inside your returns package.
b. Follow the link to RM returns page to access your free returns label via email
c. Print the returns label you receive to your email address
d. Drop off your parcel at the nearest RM drop off point
10.4 If you have received your product before you changed your mind you must return it to us unopened and unsealed without undue delay (and in the meanwhile retain possession of the product and take reasonable care of them) using our Online Return Form in accordance with our returns policy
10.6 If you fail to return any product the direct cost of recovery of that product by us shall be borne by you. You shall assume all reasonable risks linked to the return of product(s).
Receiving a refund for your orders when you change your mind
10.7 Where the full order is returned undamaged and unused, we will refund any delivery costs you have paid to receive the product from us (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
10.8 We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(a) if you have received your product and decided to return back to us: 28 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
(b) if you have not received the product or you have received it and decided to return to us: 28 days after you inform us of your decision to cancel the Contract.
Returning a product because it has a fault or is not as described
10.9 As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause or anything else in the Terms. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
10.10 If you have returned the product to us because they are faulty or not as described, we will examine the product as quickly as possible. If the non-compliant nature of the product is confirmed by us, we will refund the price of the product in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us (upon production of an applicable receipt).
10.11 We will refund you using the same means of payment you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products, whichever is earliest.
