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Returns Policy

Returns, Exchanges, Damaged Goods

 

We’re sure you’ll love what you’ve ordered from Carron Cosmetics, However, we understand that sometimes you might have second thoughts. To make a return for a refund or exchange, you’ll need to follow the instructions set out below.  

 

 

Conditions of return
We want all our customers to be happy with their products: If you’re happy, so are we. To make life as easy as possible, you just need to check the relevant section on this page and follow the instructions. However, please be aware that we can only accept your goods if they are returned in accordance with this policy.

Carron Cosmetics have a 14 day return policy. You have 14 days from the date of delivery to return any items in your order. The goods must be returned unused, unmarked and with all original packaging. Goods will not be accepted if they are returned in any other condition.

If you are eligible, we can only process a refund with proof of purchase onto the original card used to pay for the goods. As long as you send the goods back to us in accordance with the Conditions of Return, we will refund within 14 days of receiving and inspecting the goods.  

 

Your right to cancel
You have the right to cancel your contract within 14 days of receipt of the goods. The easiest way to do this is to return the goods to us (making sure they are returned in accordance with “Conditions of Return”, above). If you are unable to return the goods to us before the 14 day period has expired you need to let us know of your intention to cancel within the 14 day period.

How to Return Goods Bought Online

You may return goods bought online by post. Please make sure you return the goods in accordance with the Conditions of Return above - we will not be able accept items that are returned in an unsuitable condition.  

 

Exchanges
We regret that Carron Cosmetics cannot handle exchanges at this time.  

 

Damaged Goods
If your package was damaged during shipment by the carrier, please save the box, take a photo of the damage and the merchandise and notify us immediately at ccuk@carroncosmetics.com or call us at 01634 730808.  

 

Faulty Goods
In the very rare event of faulty packaging or product please submit a photograph and brief description of the fault to fault@carroncosmetics.com. This will go to our customer care canter in Panama for a response. The customer care centre will respond, generally, within 24hrs during the working week or the next available day following a weekend. It should be noted that Panama is 5 to 6 hours, depending on the time of year, behind the UK.

NOTE – Sweating. Small water like beads forming on part or all of the surface Solid Creams – lipliners, cream foundation etc. This is a natural phenomenon that can occur after the manufacturing stage. There is nothing wrong with this and can also be left in place or, can be removed by blotting with a clean paper towel.  

 

Complaints Procedure
We will try our very best to ensure that you do not have any complaints – in the rare occasion that you do, please contact our Customer Services team at cccs@carroncosmetics.com who will try and resolve any issues. If we do not resolve your issue within 4 weeks or you are not satisfied with the outcome, you can seek free and independent resolution from The ECC-Net:

http://ec.europa.eu/consumers/solving_consumer_disputes/non-judicial_redress/ecc-net/index_en.htm

Download Document

Within this leaflet are addresses and contact details for local Consumer Protection Offices for all European Community Countries

 

Please send all returns, with supporting information to the following address:
Carron Cosmetics EUROPE Ltd Riverside II, Sir Thomas Longley Road, Medway City Estate, Rochester, Kent, ME2 4DP
E-mail: ccuk@carroncosmetics.com
Tel: 01634730808