Shipping policy
All goods are shipped EXW, Pera Cosmetics Ltd is not responsible for customs, duties taxes, broker fees, nor any return shipping. All such charges are the responsibility of the receiver.
For International Orders (Outside EU), Pera Cosmetics Ltd logistics department can help the client finding the best freight forwarding services (affordable shipping rates, fast transit ...), Pera Cosmetics Would be only a link between the consignee and the transport agent, Pera Cosmetics will not be responsible for any extra charges occurring from the operation.
Shipping terms are EXW, which means that our company is responsible only for packing and preparing the goods in our warehouse.
We are assisting our customers by providing the best rates through our logistics partners. However, we are not responsible for any damages or shortages during this operation.
(this is stated in the initial Commercial Invoice)
If damage occurs during transport, we require the following:
• Signed CMR marked “Damaged.”
• Photos of the damaged pallet/box and products inside.
We can help you to report and challenge the logistic company that delivered the goods.
Regarding the shipping costs, in your case, if every order is shipped out to the UK and in parcels after an order is placed, the average cost per box is 20 euros.
Return policy
We strive to ensure that our customers are satisfied with the service they receive from PERA COSMETICS LTD, therefore we offer a convenient system for returning goods. You just need to follow a few simple steps.
1. Prepare the return application form.
a) In case you notice damage to the parcel in the presence of a courier (DHL, UPS, TNT…), please take photos of the damages and refuse to accept it. In case you sign the receipt delivery form of the courier, we will not be able to support your return application process. (Please be noted that PERA COSMETICS LTD uses 3rd party logistics partners, thus is not liable for the damages occurring, and can help only to get a refund from the 2nd party logistics provider).
b) You will not be able to return a parcel if not damaged, please make sure before ordering to check your order wish list carefully.
c) In case our company sends you a wrong item due to a warehouse/administration mistake, returned products have to remain unused, in the condition they were received, and in their original box and/or packaging. Since the expiration date of cosmetic products, marked with the PAO (period after opening) symbol, is calculated starting from the moment the lid of the airtight container is first removed, it is not possible to return the items that have been opened, tested, swatched or used.
c) Unfortunately, although rare, even the most famous brands are not immune to manufacturing problems. If you receive a defective product, please fill in the corresponding form identifying what the fault is.
2. Send the photos of the product or damaged parcel to our customer service by email.
The photos will help us understand the problem, speed up the return of goods and your refund. Our customer service will process your application and will ask you to safely pack the goods in a bag or box for return or in other cases to dispose the goods, to give as giveaways or samples. Please, be sure to include an application form and a copy of your receipt in the bag/box. We will need them to accept your return.
3. The courier will pick up the parcel and arrange the return.
4. Within 14 days of receiving your return we will examine the returned items and organize your refund. We will notify you by email about the return status.
Refund Policy
General Conditions:
Seller shall retain ownership of all delivered goods until the value of this invoice has been paid in full.
All claims should be accompanied by a full report and photos from an independent warehouse.
Any claims for observable non-conformity will only be considered unless notified in writing within 24 hours after delivery.
Buyer is fully responsible for how, where to and to whom he sells the goods, and shall be solely liable for any infringement caused thereby.
Buyer will indemnify seller for any liability in this respect.
Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items:
Unfortunately, we cannot accept returns on sale orders (Clean Products).
Exchanges:
If you receive the wrong item, the fastest way to ensure you get what you want is to return the item you have, the Seller will arrange pick-up from your warehouse of the wrong items and once the return is received, Seller will dispatch the right items.
Refunds:
We will notify you once we’ve inspected the damaged items, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded (you will receive a credit note from our Accounting Department).
You can always contact us for any question at info@peracosmetics.com