Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 23/01/2017.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Your Statutory Rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

Right To Cancel

You have certain rights under the law. These include:

That any products supplied by us will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this Website; certain remedies if a product is defective; and a right to cancel your order within 14 working days, beginning the day after the day on which You receive the product, and to receive a full refund, even if the product is not defective. This right is subject to certain conditions and exceptions (see “Return of non-faulty goods” below).

Return of non-faulty goods

We hope you will be happy with your purchase from us. If not, you have the right to return the product to us and receive a full refund provided:

You notify us in writing that you are cancelling your purchase no later than the seventh working day after the day on which you received your product;

You have taken reasonable care of the product prior to return – in particular this means they must not have been used or damaged by you; You may give us notice of cancellation by any written means (including email, fax or letter), but it will speed up the process for you and us if you contact us by email at info@aeneacosmetics.com or write to us at Aenea Cosmetics Ltd, Thavies Inn House, First Floor, 3-4 Holborn Circus, London EC1N 2HA. You will be responsible for the cost of returning the product to us, unless it is faulty, incorrect or misdescribed.

Please return the Product in suitable packaging to ensure it reaches us in good condition.

We will refund the purchase price and original delivery charge of any goods on receipt of the returned products.

Receipt of Incorrect Products.

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. You may give us notice of the error by any written means (including email, fax or letter), but it will speed up the process for you and us if you contact us by email at info@aeneacosmetics.com or write to us at Aenea Cosmetics Ltd, Thavies Inn House, First Floor, 3-4 Holborn Circus, London EC1N 2HA. Please return the Product in suitable packaging to ensure it reaches us in good condition. We will then process and dispatch the correct item to you.

Receipt of Damaged Goods

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

You can contact us through email at Info@aeneacosmetics.com Please attach any pictures you have of the damage to the email. A member of our team will review the details and offer the best resolution to resolve your query.

Reporting of Faulty Goods

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

In order to do this, we ask that you contact us through email at Info@aeneacosmetics.com

Please provide details of the fault and where possible attach pictures to your message.

Arranging a Return

Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return.
Please obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Please return the Product in suitable packaging to ensure it reaches us in good condition.

We will refund the purchase price and original delivery charge of any goods on receipt of the returned products.

Postage Costs Refunds

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

–          If we sent you the wrong item

–          If the item is damaged or faulty

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at

Post: Aenea Cosmetics Ltd, Thavies Inn House, First Floor, 3-4 Holborn Circus, London EC1N 2HA. Email: Info@aeneacosmetics.com

Phone 020 8798 0524