Cancellation, Return and Refund Policy
This Cancellation, Return and Refund Policy (the “Policy”) applies to purchases made through sacrecare.com (the “Website”), operated by Sacre Group S.A.R.L., trading as Sacre Care, a company duly incorporated and existing under the laws of the Republic of Lebanon (the “Company”, “we”, “us” or “our”).
This Policy forms an integral part of the Website's Terms and Conditions and should be read together with the Payment Policy and Shipping and Delivery Policy.
Nothing in this Policy limits any mandatory right available to a customer (the “Customer” or “you”) under applicable Lebanese law.
1. Cancellation before dispatch
The Customer may request cancellation of an order before it has been dispatched.
A cancellation request does not become effective until confirmed by the Company.
The Company will use reasonable efforts to process a cancellation request received before dispatch. However, cancellation cannot be guaranteed where the order has already been prepared, processed, handed to the delivery provider or dispatched.
Where a prepaid order is validly cancelled before dispatch, the amount paid shall be refunded in accordance with this Policy and the Payment Policy.
2. Cancellation by the company
The Company may refuse or cancel an order where:
- (a) a Product is unavailable;
- (b) an obvious pricing, technical or Product information error has occurred;
- (c) payment cannot be completed or verified;
- (d) fraud, misuse or unauthorized activity is reasonably suspected;
- (e) information provided by the Customer is inaccurate or incomplete;
- (f) a legal or regulatory requirement has not been satisfied;
- (g) the order cannot otherwise lawfully be fulfilled.
3. Requests for return
Subject to the exclusions set out below and any mandatory rights available under Lebanese law, a Customer wishing to return an eligible Product must contact the Company within 5 days from receipt of the Product.
The Customer shall provide:
- (a) the order number;
- (b) the Product concerned;
- (c) the reason for the requested return; and
- (d) any photographs or other information reasonably requested by the Company where the return concerns an alleged defect, damage, error or non-conformity.
No Product should be returned without first contacting the Company and receiving the applicable return instructions.
The Company may inspect any returned Product before approving a refund or exchange.
4. Conditions for return
Unless the return concerns a defective, damaged, expired, incorrect or otherwise non-conforming Product, a Product will only be eligible for return where:
- (a) it has not been used, opened or tested;
- (b) its original packaging is intact and undamaged;
- (c) any seal, protective wrapping, cellophane or hygiene protection remains intact;
- (d) all labels, accessories, leaflets and accompanying items remain with the Product;
- (e) the Product has not been altered, damaged or improperly stored after delivery;
- (f) the Product is in a condition suitable for lawful resale; and
- (g) the Customer provides the invoice, order confirmation or other reasonable proof of purchase.
The Company may refuse a return where these conditions are not satisfied, subject to any mandatory rights of the Customer under applicable law.
5. Products that cannot be returned
For reasons of health, hygiene, safety and Product integrity, and subject always to mandatory Lebanese law, the following Products shall not be eligible for return or exchange once opened, unsealed, used or tested:
- (a) vitamins, supplements and other ingestible Products;
- (c) creams, serums, lotions, oils and similar skincare or body-care Products;
- (d) cosmetics and make-up;
- (e) haircare accessories;
- (f) oral hygiene Products;
- (g) Products intended for intimate or personal hygiene;
- (h) Products applied directly to the skin, scalp, hair, eyes, lips or body;
- (i) Products with a protective or hygiene seal once that seal has been removed or broken;
- (j) Earrings and piercing accessories, and
- (k) any other Product which, due to its nature, cannot safely or hygienically be resold once opened or used.
Products specifically prepared, personalized or ordered for a particular Customer may also be excluded from return to the extent permitted by applicable law.
The above exclusions do not apply where a Product was defective, damaged, expired, incorrect or otherwise non-conforming when supplied, or where applicable law requires the Company to accept the return.
6. Defective, damaged, expired or incorrect products
The Customer should inspect the Products promptly after delivery.
If a Product is received damaged, defective, expired, tampered with, or is materially different from the Product ordered, the Customer should notify the Company within 48 hours of delivery for visible damage, missing items or incorrect Products, and as soon as reasonably possible after discovering any hidden defect, together with the order details and, where appropriate, photographs of the Product and packaging.
The Customer shall not use a Product that appears unsafe, defective, damaged, or incorrectly supplied.
Where the claim is verified, the Company shall provide the remedy required by applicable law, which may include replacement, exchange, refund or another appropriate remedy depending on the circumstances.
Where the return results from an error legally attributable to the Company or from a Product that was defective or non-conforming when supplied, the Customer shall not bear the applicable return cost where the law requires such cost to be borne by the Company.
7. Damage or deterioration after delivery
A Product shall not be considered defective solely because it has been damaged, deteriorated or lost its effectiveness after delivery as a result of:
- (a) misuse or improper use;
- (b) failure to follow the manufacturer's instructions;
- (c) improper storage or handling;
- (d) exposure to heat, sunlight, moisture or other unsuitable conditions;
- (e) alteration, mixing or tampering;
- (f) use after expiry;
- (g) failure to follow professional advice; or
- (h) any other act or omission occurring after delivery and not attributable to the Company.
The Company shall not be liable for, and no refund or replacement shall be due solely as a result of, such circumstances, to the fullest extent permitted by applicable law.
8. Allergies, sensitivities and individual reactions
An allergy, sensitivity, intolerance, side effect, lack of expected result or other individual reaction to a Product does not, by itself, mean that the Product is defective or entitle the Customer to a return or refund.
The Customer is responsible for reviewing Product ingredients, warnings and contraindications before use and for obtaining appropriate professional advice where necessary.
To the fullest extent permitted by applicable law, no refund shall be due solely because a Product:
- (a) caused an allergy, sensitivity or individual reaction not resulting from a defect in the Product or fault attributable to the Company;
- (b) was unsuitable for the Customer's individual condition despite being correctly described and supplied;
- (c) did not produce the Customer's expected result; or
- (d) was misused or used contrary to its instructions, warnings or professional advice.
Nothing in this Article affects rights arising from an actual defect, incorrect Product information for which the Company is legally responsible, or another matter for which liability cannot lawfully be excluded.
9. Change of mind
Where applicable law permits a Customer to cancel or return an eligible Product without alleging a defect, the Product must satisfy all return conditions in this Policy.
A change of mind shall not create a right to return a Product that is excluded from return under Article 5, subject to mandatory applicable law.
The Customer may be responsible for the cost of returning an eligible Product where the return is based solely on a change of mind and the Company is not at fault, to the extent permitted by applicable law.
10. Return procedure
Before returning a Product, the Customer shall contact the Company through info@sacrecare.com or the WhatsApp number displayed on the Website and provide the order number and information reasonably required to process the request.
Where a return is approved, the Company will provide the applicable return instructions.
Products returned without authorization, without sufficient identification of the relevant order or in a condition that does not satisfy this Policy may be refused, subject to mandatory applicable law.
The Customer is responsible for reasonably protecting and packaging a Product being returned so that it is not damaged in transit.
11. Inspection of returned products
Acceptance of a Product by a courier or receipt of the Product at the Company's premises does not automatically mean that the return or refund has been approved.
The Company may inspect the returned Product to verify:
- (a) its identity;
- (b) its condition;
- (c) whether it has been opened, used or altered;
- (d) the integrity of seals and packaging;
- (e) its expiry and batch information where relevant;
- (f) the reason for the return; and
- (g) compliance with this Policy.
The Company shall communicate whether the return has been accepted or refused after reasonable inspection.
12. Refunds
Where a refund is approved, the Customer shall be refunded the amount legally due in respect of the returned or cancelled Product.
Refunds shall normally be processed through the original payment method where reasonably possible.
Where the original payment method cannot reasonably be used, including certain cash-on-delivery transactions, the Company may issue the refund through another agreed payment method.
The Customer shall not be entitled to a refund exceeding the amount actually paid for the relevant Product, together with any other amount that must be refunded under applicable law.
Any discount applied to the original purchase shall be taken into account when calculating the refund.
Bank, card issuer or payment-provider processing times are outside the Company's control once the Company has properly initiated the refund.
13. Delivery and return costs
Where a return results from a defective, damaged, incorrect or non-conforming Product for which the Company is responsible, return and delivery costs shall be dealt with in accordance with applicable law.
Where an eligible return is made solely because the Customer changed his/her mind and there is no fault attributable to the Company, the Customer may be responsible for the applicable return costs to the extent permitted by law.
Original delivery charges shall only be refunded where required under applicable law or expressly provided by this Policy.
14. Promotional products, gifts and bundles
Where Products were purchased as a bundle, promotional package or combined offer, the Company may require all Products forming part of that offer to be returned together where necessary to reverse the transaction fairly.
Where a free gift or promotional Product was provided because the Customer satisfied a purchase condition, the Customer may be required to return the promotional item with the qualifying Products.
If the promotional item cannot be returned because it has been used, opened or is otherwise ineligible for return, the Company may, to the extent permitted by law and where clearly disclosed, take its value into account when calculating the refund.
15. Exchanges
Where the Company permits an exchange, the replacement Product shall be subject to availability.
Any difference in price shall be paid or refunded, as applicable.
Products excluded from return under this Policy are also excluded from exchange, except where the Product is defective, damaged, incorrect or otherwise subject to a mandatory remedy under applicable law.
16. Abuse of the return policy
The Company may refuse a return request or take reasonable protective measures where it has reasonable grounds to believe that the Customer is engaging in fraud, submitting false claims, returning Products different from those supplied, intentionally damaging Products or otherwise abusing the return process.
The Company may request reasonable evidence to investigate a return request.
Nothing in this Article permits the Company to refuse a legitimate claim or restrict a mandatory consumer right.
17. Refused or uncollected orders
Where a Customer refuses delivery or fails to receive or collect an order without a valid reason attributable to the Company, the matter shall be dealt with in accordance with the Shipping and Delivery Policy.
Where legally permitted, actual delivery or return costs incurred as a result may be deducted from any refund otherwise due.
18. Changes to this policy
The Company may amend this Policy from time to time to reflect changes in applicable law, regulatory requirements or business operations.
The updated Policy shall be published on the Website together with its effective date.
Unless otherwise required by law, the Policy applicable to an order shall be the version in force when the order was placed.
19. Applicable law
This Policy shall be governed by the laws of the Republic of Lebanon and interpreted together with the Website's Terms and Conditions.
Nothing in this Policy shall exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived under applicable Lebanese law.
20. Contact information
To request a cancellation, return, exchange or refund, please contact:
Sacre Group S.A.R.L. (Sacre Care)
VAT/Tax Registration No.: _____________
Registered Address: ________________
Email: info@sacrecare.com
Phone: _________________
