Exchange and Returns

This section explains in which cases the Goods may be returned or exchanged, what to do if you receive defective or incomplete Goods, and how we make refunds.

Key Points in Brief

Perfumery and cosmetic products of proper quality are not subject to exchange or return. This is established by the list of non-food goods of proper quality not subject to exchange or return applied in the Republic of Kazakhstan. We notify you of this before the Order is placed.

If the Goods turn out to be defective, damaged or incomplete, we will replace them or refund your money. In that case we bear the delivery costs.

A paid Order may be cancelled free of charge at any time before it is handed over for delivery — see the "Delivery and Payment" section.

Goods of Proper Quality

The products of the La mela brand are classified as perfumery and cosmetic goods. Such goods of proper quality — that is, free from defects — are not subject to exchange or return, including where the Goods did not suit you in terms of scent, consistency or how they felt to you.

The exception is where defects (a manufacturing defect) are found in the Goods; such cases are described below.

If you have doubts about your choice, write to us before placing the Order at info@lamelacosmetics.com or call +7 701 013 0748 — we will help you choose a suitable product and tell you about its ingredients.

Defective Goods (Manufacturing Defects)

The Goods are deemed defective if defects are found in them: the packaging seal is broken, the colour, scent or consistency of the product has changed, the bottle or dispenser is damaged, the shelf life had expired when the Goods were handed over, or the contents do not correspond to what was declared.

Your Rights

If you discover defects, you are entitled, at your option, to demand:

• that the defects in the Goods be remedied free of charge, or that your costs of remedying them be reimbursed;
• a proportionate reduction in the purchase price;
• replacement with Goods of a similar brand or with the same Goods of another brand, with a corresponding recalculation of the price;
• to withdraw from the Contract and to demand the return of the amount paid.

These rights are established by Article 455 of the Civil Code of the Republic of Kazakhstan and Article 15 of the Law of the Republic of Kazakhstan "On Protection of Consumer Rights" dated 4 May 2010 No. 274-IV.

Time Limits for Making Claims

Claims relating to defects in the Goods may be made within the shelf life of the Goods, and where no shelf life has been established — within 2 (two) years from the date on which the Goods were handed over.

How to Proceed

1. Contact us by telephone at +7 701 013 0748 or write to info@lamelacosmetics.com with the subject line "Return".
2. State the Order number and the name of the Goods, describe the defect discovered and attach photographs of the Goods and of the packaging.
3. We review the request and communicate our decision within 3 (three) business days.
4. If the decision is favourable, we arrange the return of the Goods at our own expense: in Almaty and Astana our employee collects the Goods, in other localities the return is made through a post office. You do not have to pay for the postage.
5. After receiving the Goods, we either replace the Goods or issue a refund, as you choose.

Defective or Incomplete Goods: Replacement Procedure

If you have been supplied with defective Goods or with incomplete package contents, the following procedure applies.

Step 1. Record the discrepancy. If possible, check the package contents and the integrity of the packaging on receipt, in the presence of our employee or the post office employee. Photograph the Goods, the packaging and the contents of the consignment.

Step 2. Notify us. Write to info@lamelacosmetics.com or call +7 701 013 0748. State the Order number and exactly what is wrong, and attach photographs.

Step 3. We review the request within 3 (three) business days and communicate our decision to you.

Step 4. Replacement or completion of the set. We replace the Goods with similar Goods of proper quality or send the missing items within a period of no more than 10 (ten) calendar days from the moment the request is received. All costs of delivering the replacement or missing Goods, as well as of returning the defective Goods, are borne by the Seller.

Step 5. If similar Goods are not in stock, we will agree with you on one of the following options: replacement with other Goods with a recalculation of the price, waiting for a new supply, or a full refund.

Defective Goods are returned in the manufacturer's packaging where such packaging is available. The absence of packaging is not a ground for refusing the claim.

Procedure for Returning the Goods

1. Send a request to info@lamelacosmetics.com with the subject line "Return" or call +7 701 013 0748.
2. In the request, state: the number and date of the Order, the name of the Goods, the reason for the return, your demand (replacement or refund), your surname, first name and contact telephone number.
3. Attach photographs of the Goods and of the packaging if the return is connected with defects.
4. Await our reply — we review the request within 3 (three) business days and agree the method of returning the Goods.
5. Hand the Goods over to our employee or send them through a post office to the address we will provide. When defective Goods are returned, the Seller pays for the postage.
6. After receiving and inspecting the Goods, we either replace the Goods or issue a refund.

The return request may be written in any form. On request, we will send you a ready-made form.

Refund Procedure

The refund is made by the same method by which the payment was made. This is a requirement of the payment systems, and we are unable to circumvent it.

• If the Order was paid for by payment card, the funds are refunded to the same card from which the payment was made, to its Cardholder.
• If the Order was paid for by bank transfer, the funds are refunded to the same bank account.

Refunds are not made to a third party's card or account. If the card used for the payment has been closed or reissued, contact the bank that issued the card: as a rule, the bank credits the refund to the new card or to the client's account.

Time Limits

• The Seller initiates the refund within 3 (three) business days from the moment a favourable decision is taken on your request (in the case of a return of the Goods — from the moment the Goods are received by the Seller).
• The time it actually takes for the funds to reach your account is determined by the rules of the bank that issued the card and is usually from 3 to 30 calendar days. The Seller cannot influence this period.

Amount of the Refund

• Where an Order is cancelled before it is handed over for delivery, the entire amount paid is refunded.
• Where defective Goods are returned, the entire amount paid is refunded, including delivery costs if such costs were charged.
• Where a repeat delivery is refused for reasons attributable to the Buyer (the Buyer did not appear at the address or did not collect the consignment at the post office), the amount paid is refunded less the costs actually incurred by the Seller for the delivery and return of the consignment. The amount of the deduction is communicated in advance.

Once the refund has been carried out, a fiscal refund receipt is generated: it is issued by the seller's cash register, and the link to the receipt is sent to the e-mail address you provided.

If You Disagree with Our Decision

If our decision has not satisfied you, send a written claim to info@lamelacosmetics.com with the subject line "Claim" or to the Seller's postal address indicated in the "Contacts and Company Details" section. The claim is reviewed within the period established by the legislation of the Republic of Kazakhstan on the protection of consumer rights.

If agreement is not reached, the dispute may be resolved in court — at your choice, in accordance with the legislation of the Republic of Kazakhstan on the protection of consumer rights.

Contacts for Return Matters

• Telephone: +7 701 013 0748
• E-mail: info@lamelacosmetics.com
• Working hours: daily from 09:00 to 20:00 (UTC+5)
• Postal address: 050040, Republic of Kazakhstan, city of Almaty, Bostandyk district, Al-Farabi avenue, building 41/3-67

Language of the document

This document is published in the Kazakh, Russian and English languages. Legal force is vested in the Kazakh and Russian texts, which have equal legal force.

The English text is published for the convenience of foreign customers, has no legal force and shall not apply in the event of any discrepancy with the Kazakh and Russian texts — in such case the Kazakh text shall prevail.

Any discrepancy between the texts shall be eliminated by publishing a corrected edition.