We hope that you are delighted with your recent purchase. However, if for any reason you are not entirely satisfied with your purchase, unless that considered unreasonable by Odara Mineral Beauty, you may return your item (with your receipt) in its original as sold condition, unopened, unused and undamaged and with all original packaging within 30 working days of receiving your goods where a refund or replacement will then be considered. Please note, it is at the discretion of Odara Mineral Beauty to determine what is considered a reasonable return and any return must comply within the terms of this policy.
For advice on our refund process please contact our Customer Service Team on 0141-530-2163 Monday-Friday between the hours of 9:00am and 5:30pm or email us at firstname.lastname@example.org with your purchase order number. A Customer Service representative will then explain to you how to proceed.
In the instance that you return items to us for reasons other than defects in the goods, an incomplete order or incorrect delivery, delivery charges are not refundable and you will be held responsible for such charges and will be required to arrange and pay for the return of the items to us. Ensure you obtain proof of postage when returning your goods. You should retain your Proof of Postage in order to provide proof to us that you have returned the products. In the unlikely event that we do not receive the returned parcel and you cannot provide us with proof of postage your claim will not be considered. Odara Mineral Beauty cannot be held accountable for items not returned or lost in transit.
Odara Mineral Beauty will only consider the following returns:
1) that the product delivered to you is not what you ordered. This includes any substitute products not agreed. 2) that the item received does not correspond with its description or 3) that the product delivered is not of a satisfactory quality i.e. as described.
Odara Mineral Beauty will, in our opinion, make all satisfactory attempts to resolve firstly and quickly your complaint by replacing your order with the same/similar product originally ordered. Only then, whereby all such attempts are reached, will Odara Mineral Beauty consider to refund you and refund the price paid as well as your reasonable costs of returning the products.
The Returns Process:
STEP 1. – Contact Customer Services
Contact the Customer Services Team on 0141-530-2163 Monday to Friday 9:00am to 5:30pm or by emailing us at email@example.com with your purchase order details. Please note that we cannot accept returned goods that we reasonably believe have been used.
STEP 2. – Returning the Product
The Customer Service Team will email you a Return Merchant Authorisation (RMA) email with our Return Address, which you must print out and complete the necessary fields. Goods must be returned to us in their original condition at our distribution centre within 30 days of delivery. Please ensure that the returned parcel is properly sealed, and that you have included within the returned parcel your completed RMA email print out. Should your parcel arrive at our Distribution Centre damaged we, unfortunately, cannot consider your claim and no replacement or refund will be made. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods as this may be required later. In any event that we do not receive the returned parcel Odara Mineral Beauty cannot consider your claim. We cannot accept liability for returned goods lost in transit.
STEP 3. – Processing the Refund
Our allocated time to examine any returned order is 72 hours from receipt of your parcel. During this time we expect to conclude our findings and decide our intentions. If, during that time, we consider your item returned to us without just cause we will notify you accordingly via email providing you with the option to have your purchase returned to you at your expense. You will be responsible for all postage costs to return your goods to you. Payment of such will be required prior to posting. Please see our Delivery & Shipping information for prices.
Once a refund has been decided by Odara Mineral Beauty, we will process the calculated refund within 30 days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 30 working days from delivery. You will receive an email notification of your refund from our Customer Service Team.
A refund will not be issued without the return of your item. If, in any event, Odara Mineral Beauty issues a refund and you fail to return any products to us when required to do so and/or fail to make them available for collection after receiving notice requiring you to do so, Odara Mineral Beauty shall be entitled to compensation from you equal to the sum of the purchase price for the relevant products and the original delivery charges. You authorise Odara Mineral Beauty to deduct any such sums from the payment method used by you at the time of making the purchase.
This policy is only applicable to purchases made online at www.odaraminerals.com. We are unable to process returns for purchases made within a partnered retail location this includes other retail online outlets not mentioned or described in this policy. Refunds will be issued to the original form of payment as soon as possible, but in any event within 30 days.
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 arranging for such goods to be returned to you within 28 days of our notification.
By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. Your statutory rights remain unaffected.
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