Customer service
RIGHT OF WITHDRAWAL – RETURN OF PRODUCTS
Right of Withdrawal
We always try to offer our customers the finest products available. If, although, you feel that the products you received from us do not meet your expectations or if you just changed your mind, you have the right as a consumer to withdraw from the contract. More specifically, if you made a contract with us as a consumer online to buy our product(s), by placing an order through our online shop, you have the right to withdraw from the contract you made with us within fourteen (14) days without giving any reason. The withdrawal period will expire after fourteen (14) days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods (or last good, lot or piece if the order relates to goods or multiple lots or pieces delivered separately).
Exercising your Right of Withdrawal – Returning Procedure – Effects of Withdrawal
In order to return the products you have received and exercise the right of withdrawal, you have to follow the following steps:
· Contact our customer service team by sending an email to monreve-sales@hellenica.gr or complete and send to us the Return Form to let us know that you wish to return one or more items. Our team will guide you through the returns procedure.
· You should inform us about your intention to withdraw from the contract within fourteen (14) calendar days from the day you acquired physical possession of the products.
After informing us please send the products to be returned to the Returning Address stated bellow within fourteen (14) calendar days from the day you expressed your intention to withdraw from the contract.
· Please keep products in their original condition ("as new") and, in any case, in the same condition that they were delivered to you and in accordance with the guidance provided herein. Also, be sure that you wrap them well before you ship them back to us.
After receiving your package and checking that the products are in good condition and in accordance with the guidance provided herein, we will reimburse you the full amount paid for your order including the price of the products and the shipping cost within fourteen (14) calendar days from the date we were informed that you wish to withdraw from the contract. It may take a little more time for the reimbursement, in case we have not received on hand the returning Products yet. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
In cases of purchase of products with cash on delivery, the refund will be made through a deposit to the customer's bank account. We would therefore kindly ask you to inform us via email to monreve-sales@hellenica.gr of your account number (IBAN), the bank where you hold the account and the name of the beneficiary as it appears on your account.
The amount we will refund you will not include the return costs (2,50€ for order deliveries within Greece, 12€ for EU and 15€ for UK), unless the return of the product is due to our fault (in case of defective products or non-compliance of delivered products with the ordered ones).
Please note that only Standard Shipping Cost is refunded. Moreover, if you have chosen Express Delivery when placing your order, you have to carry the shipping cost, as it is non-refundable.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Handling of the Products
You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Following receipt of the goods we retain the right to examine them. Should we come to the conclusion, by examining them in good faith, that the returned goods, despite dispatched as such, are no longer in a normal sellable condition due to your assumed use, we may detract from your reimbursement any costs related to bringing the goods back in a normal sellable condition.
Please note that we may refuse to reimburse you if, following inspection already mentioned above, we understand that the returned products are no longer fit for sale or the cost of reinstating them in a sellable condition exceeds the original price of the product.
Exceptions from the right of withdrawal
You cannot cancel a contract you made with us for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (for example, cosmetic products such as lipsticks). Please note that there are other exceptions from the right of withdrawal.
Free Return Shipping on Foundations & Concealers
We offer a wide range of shades on all our foundations and concealers. Since the online experience is not always the best way to find your perfect match, you have the right to return foundations & concealers for free, in fourteen (14) days. If the shade you ordered is not as expected, we guarantee a free return of the product. If you prefer you may place a new order with a different shade. Please contact us in order to help you find the perfect shade.
If you wish for a refund, we will refund your product as quickly as possible by sending the money back to you through your original payment method.
In cases of purchase of products with cash on delivery, the refund will be made through a deposit to the customer's bank account. We would therefore kindly ask you to inform us via email to monreve-sales@hellenica.gr of your account number (IBAN), the bank where you hold the account and the name of the beneficiary as it appears on your account, or complete and send to us the Return Form .
Please note that the refund process may take up to fourteen (14) days.
Free Return Procedure (for Foundations & Concealers)
To return foundation or/and concealer products, please follow the steps below:
· Send us an email at monreve-sales@hellenica.gr regarding your request for return, and make sure you mention your order number and full name.
· Carefully pack items into the box and include the completed invoice. Seal the box mail the box to us in the address below. Please send the package within fourteen (14) days from expressing your wish to return them.
· In order to be applicable for free return fees you will have to choose the proper Courier Service depending on the country in which your order should be delivered:
1.For Europe and United Kingdom via DHL : call DHL service by visiting www.dhl.com → choose a location → Our Divisions → DHL Express → Schedule a return pickup. (or eReturn shipment).
2. For Greece via ACS: visit your nearest ACS store to deliver the parcel and choose recipient charge.
For your convenience, we advise you to use ACS courier service for all returns within Greece to ensure prompt delivery, as well as recorded shipping methods (providing tracking number). We are not responsible for return packages that are lost or delayed in transit.
Returning Address
All returns should be addressed to:
HELLENICA COSMETICS S.A.
KOROPI – Industrial Area Tzima,
7 Chimaras str., P.O. 151 25, Marousi,
P.C. 19400,
Attica, GREECE