Information for Consumers
INFORMATION FOR CONSUMERS
MAIN CHARACTERISTICS OF OUR PRODUCTS : We warrant that the Oriflame Products are manufactured in accordance with the Guidelines for Good Manufacturing Practices for cosmetic products EN ISO 22716:2007 and the Oriflame Code of Practice. We guarantee the quality of any Product which carries the Oriflame name and certify that the products manufactured by or for us meet the highest standards of quality. We are confident that our Customers will find our Products satisfactory in every way. The main characteristics of individual Products are described in more detail in the Catalogue, the order confirmation and the packing list.
ORIFLAME IDENTITY : Oriflame [Oriflame Holdings BV] (“Oriflame”) has its registered seat in [(registered in Bolduc Building A, Utopialaan 52, 5232 CE 's-Hertogenbosch, The Netherlands)
UK VAT: GB242 5054 35 IE VAT “to be advised”
PRICES : Except where noted otherwise, the prices of the Products displayed in the Catalogue represent the full retail price for the Products at the moment the order is placed. All prices are shown in local currency and are inclusive of VAT. We reserve the right to change the prices in our Catalogues from one Catalogue period to another in our sole discretion and without the need for prior notification. You will be able to see any changes to prices in the new Catalogue once it is live.
DELIVERY COSTS : The prices do not include the costs of transport and delivery and any other fees and charges that are clearly indicated as added to the price during the ordering process and that may vary depending on the delivery method chosen by you.
PAYMENT : Payments can be made by credit card, by bank transfer or by other means specified in the Terms and Conditions. Most major payment cards are accepted. Normally your credit card is not charged until after your order is ready to be shipped. For the purposes of payment collection, we may work with [N/A]. You may expect to receive invoices and communication about the payment from this external service provider. As a rule all invoices must be paid within 15 days according to the instructions noted therein. Late payments interest may be charged on a daily basis at the [Bank of England for the UK and the ECB for Ireland] Central Bank interest rate as well as the reasonable costs for recovering the debts. For further information about the terms of payment please see N/A. For further information about payment methods including any possible credit terms please contact Customer Service. For the safety of credit card online payments, all payment information is encrypted. As Oriflame works with authorized payment service providers, credit card information is handled properly and in accordance with the international payment card data security standards.
DELIVERY OF THE PRODUCTS : The ordered Products can only be delivered in [UK & ROI]. The place of delivery of the Products will be as chosen by you in your order. We will process and deliver your order as quickly as possible, but no later than 30 days after the order has been confirmed by us. We shall not be liable for delays in delivery caused by circumstances beyond our control. The risk of loss for and title to the Products will pass to you upon delivery of the Products. Oriflame will not be responsible for non-delivery, wrong or late delivery of an order caused by the provision by you of incorrect or incomplete Personal Data. We reserve the right to reject an order placed by you at any time if we reasonably suspect that you are in breach of any of the Terms and Conditions.
RETURNS POLICY AND CANCELLATION RIGHTS : For damaged/ defective Products, see section A. To cancel an order/ contract between the date of our order confirmation and 14 working days after delivery see section C (Right to cancel). Otherwise, see section B (Oriflame guarantee).
A. Damaged/ Defective Products : We strictly adhere to the applicable product return rules. Upon receipt of the delivery you should check its content to make sure that it does not contain any Products that might have been damaged during transportation. Whether the Product(s) has been damaged in transit, is faulty/ mis-described or otherwise defective, we ask that you, or the person receiving the Products in your name, notify Customer Service immediately by submitting a claim form and describing the damage/defect. We will refund the price of the Product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us.
B. Oriflame guarantee: If for any reason you are not completely satisfied with a Product(s) purchased from us we offer an exchange or a full refund within 30 days from your receipt of the Product(s). This guarantee does not apply to any Product intentionally damaged or misused. We will refund the price of the Product(s) in full.
C. Right to cancel : You may cancel a contract/order for Product(s) during the period set out below without giving any reason. This means that during the relevant period, if you change your mind or for any other reason you decide you do not want to keep a Product, you can notify us of your decision to cancel the contract/order and receive a refund. You may cancel a contract from the date you receive the order confirmation by e-mail or from the date on which your order has been verbally confirmed by Customer Service. If the Products have already been delivered to you, you have a period of 14 working days in which you may cancel, starting from the day you receive physical possession of the Product or the last of the Products if you ordered more than one. Working days means that Saturdays, Sundays or public holidays are not included in this period.
For health protection and hygiene reasons we may refuse to accept Product(s) that have become unsealed after delivery. You are only liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s) (i.e. normal testing).
How to cancel an order/ contract:
To cancel an order/ contract, please contact Customer Service by telephone on [0207 1180081 (UK) or 01485 1010 (ROI)] or e-mail us firstname.lastname@example.org or email@example.com or by post to Oriflame [Oriflame Office, Unit K2 Brunleys, Kiln Farm, Milton Keynes MK11 3EW]. You may use the attached model cancellation form, but it is not obligatory.
You can also electronically fill in and submit the model cancellation form or any other clear statement on our website [www.oriflame.co.uk or www.oriflame.ie]. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail) without delay. You may wish to keep a copy of your cancellation notification for your own records. You just need to exercise your right to cancel before the cancellation period has expired. Therefore if you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us.
Effects of cancellation:
You will receive a full refund of the price you paid for the Products and any applicable delivery charges you paid (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the refund for loss in value of any Product(s) supplied if the loss is the result of unnecessary handling of the Products by you that is handling other than what is needed for normal testing the Products
If the Products have been delivered, you must return them to us without undue delay and in any event not later than 14 calendar days after the day on which you cancel the order/ contract. The deadline is met if you send back the Products before the period of 14 calendar days has expired.
You will have to bear the direct cost of returning the Products. If the Products, by their nature, cannot normally be returned by post, then the cost of return is estimated at a maximum of approximately the delivery charge you paid .
We will process the refund due to you as soon as possible and, in any case, within (a) 14 calendar days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 calendar days after the day you provide evidence that you have returned the Products or (c) if no Products were supplied, 14 calendar days after the day on which you gave us notice of cancellation.
We will refund you on the credit card or debit card or other means used by you to pay, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund.
YOUR RIGHTS : We are under a legal duty to supply Product(s) that conform to the contract. As a consumer, you will always have legal rights in relation to Products that are faulty or mis-described. These legal rights are not affected by the returns policy or our Terms and Conditions. Advice about your legal rights in the [UK & ROI] is available from your local [Citizens Advice Bureau or Trading Standards office in the UK or your local Citizens Information Centre in the Republic of Ireland.]
COMPLAINT HANDLING : You can address any complaint you may have with our Customer Service by telephone on [0207 118008 (UK) or 01485 1010 (ROI)], or by e-mail at firstname.lastname@example.org or email@example.com . If you are not satisfied with reply from the Oriflame Customer Service you may contact the local http://www.dsa.org.uk/ http://www.dsai.ie/ or European Direct Selling Association (Seldia) at www.seldia.eu
DISPUTE RESOLUTION : We shall try to resolve any and all claims and disputes internally based on the complaint you have filed. Further dispute resolution means are provided by your local DSA and its Code Administrator.
CONTRACT TERMINATION : We may terminate your registration/ membership with immediate effect by notice in any of the following circumstances:
· if you make any statement or provide any Personal Data that is materially inaccurate or untrue;
· if a petition for your bankruptcy is presented to any court or if you are unable to pay your debts to us as and when they fall due;
· if you commit a breach of any of the provisions of the Terms and Conditions that is not capable of remedy or in case of a beach of any of the provisions of the Code of Ethics and the Rules of Conduct;
· If you commit a breach of any of the provisions of the Terms and Conditions, including the documents referenced to herein and fail, in the case of breach capable of remedy, to remedy that breach within 14 days after receipt of a written notice from us.
Your registration/membership will expire if you have not placed an order during 17 consecutive Catalogue Periods.
Model cancellation form
To: ORIFLAME [Oriflame Holdings BV] UK office address Oriflame Office (UK/ROI) Unit K2 Brunleys, Kiln Farm, Milton Keynes MK11 3EW [ firstname.lastname@example.org or email@example.com ] [fax number 0207 1180041]
I/ We [*] hereby give notice that I/ We [*] cancel my/ our [*]trading contract for sale of the following goods [*]/ for the supply of the following service [*]
Ordered on[*]/ received on [*]
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
[*] Delete as appropriate