Returns Policy
Returning Items
If you feel any product you receive from us does not meet your expectations, you may return the item in its original condition and packaging for a full refund within 14 working days from delivery, provided that you tell us by email or fax within 7 working days from delivery that you intend to return an item.
You will find a dispatch note within the order packaging, with details of your order together with details of our returns process. If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by emailing info@addictedcosmetics.co.uk.
If you return items for reasons other than defects in the goods or incomplete/incorrect delivery, you will be required to arrange and pay for the return of the items to us.
We strongly recommend the parcel is sent by Royal Mail Recorded Delivery (i.e. one that requires a signature upon receipt, but not by another courier service). You may send the parcel using the normal postal service, but we cannot accept liability for returned goods lost in transit.
If you require a refund, we will refund the price paid by you for the goods (including the initial delivery charge) within thirty (30) days of receiving your notification that you would like to return the products, provided that you have returned the goods to us in their original condition to our returns address within 14 working days of delivery. However, if you return items for reasons other than defects in the goods or incomplete/incorrect delivery, you will be required, in addition, to pay a £5.00 administrative and re-stocking fee and will not be refunded the initial delivery charge.
If you are returning the goods owing to defects or incorrect delivery we will refund you the price you paid for your goods (including the initial delivery charge) and the recorded delivery costs for the return carriage from the original delivery point to our returns address (provided that you enclose a valid receipt indicating your recorded delivery costs).
Refunds will only be made against the original credit/debit card used or to the bank account from which payment was originally made.
Please note that we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for the cost of arranging for the goods to be returned to you within 28 days of our notification.
Your statutory rights remain unaffected.
The Returns Process
STEP 1
Notify us by email of your intention to return any goods within the period of 7 working days after the day of delivery. Please ensure that the returned goods arrive with us within
14 working days after the day of delivery.
STEP 2
We will then issue you with a returns authorisation number which you should include with the returned product.
STEP 3
Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel the original dispatch note and the returns authorisation number and
a short note indicating whether you require a refund, exchange or replacement. We strongly recommend that the parcel be sent by the Royal Mail Recorded Delivery service, (one that
requires a signature upon receipt). You must enclose the original Recorded Delivery receipt in order to provide proof to us of the costs you incurred in returning the goods (ensure
you keep a copy for your records). In the unlikely event that we do not receive the returned parcel, we cannot accept liability for returned goods lost in transit.
STEP 4
If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your notification that you would like to return the products, provided that
you have returned the goods to us in their original condition at our returns address within 14 working days of delivery. You will receive e-mail notification of your refund from us
or from our payment-processing partner.
If you have requested an exchange or replacement, this will be processed within 7 working days of receiving your returned goods and will be delivered by Royal Mail Recorded Delivery.
