Returns & Refunds
Clinique UK – ONLINE RETURNS AND CANCELLATION POLICIES & PROCEDURES
Clinique UK – ONLINE RETURNS AND CANCELLATION POLICIES & PROCEDURES
Date of Last Update: March 19thth, 2020
We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our Clinique UK – General Terms and Conditions for Online Product Sales.
If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Clinique website or in a Clinique store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
YOUR CANCELLATION RIGHTS
As you are a consumer and have made an order on-line you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund within 14 working days from delivery. Products ordered from 1st March 2020 with a valid receipt can be returned up to 90 days following their purchase date.
RETURN OPTIONS
Complimentary Returns: In order to return your online order to us free of charge, please print and complete our Returns Note which can be found here. Alternatively, should you not have access to a printer, please include the original packing slip note, noting the items you are returning. Please enclose the returns note or original packing slip with your parcel and return it using CollectPlus returns, following the instructions on www.collectplus.yodel.co.uk/clinique.
Independent Returns: If you wish to return your online order via an independent courier of your choice, you can do so by returning the goods to the following address:
Estee Lauder Companies
3 Kites Croft Business Park
Warsash Road
Fareham
PO14 4FL
Please print and complete our Returns Note which can be found here. Alternatively, should you not have access to a printer, please include the original packing slip note, noting the items you are returning. Please enclose the returns note or packing slip with your parcel. NOTE: Any postage cost obtained via independent return will not be reimbursed.
Please ensure you obtain a proof of postage when you return your order, via complimentary or independent return.
REFUNDS
Please allow 14 working days from the date your order is returned for your refund to be processed. The refund will be processed to the original payment method used to place the order. Products ordered from 1st March 2020 with a valid receipt can be returned up to 90 days following their purchase date.
Products excluded from this are:
• Gift cards
• Booking Fees
• Personalised goods
• Services
This does not affect your statutory rights.
Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
Alternatively, online orders can be returned at any Clinique freestanding store with your original order confirmation. Please note this does not include department stores. Online orders will not be able to be returned in store if you paid by PayPal.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us, provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification or (ii) which have been clearly personalised (e.g. by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
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YOUR RIGHTS IF THERE IS A PROBLEM WITH A PRODUCT
In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered please notify us as soon as possible by Contacting Us or with Consumer Care.
Please provide the order number and keep the box, packing materials including packing note and all items for inspection.