Refunds and returns on Lookfantastic
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 Lookfantastic immediately so that they can investigate.
Before attempting to return an order you will need to contact the customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.
The cancellation period for your order will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods. Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Lookfantastic will make the reimbursement without undue delay and not later than:
(a)14 days after the day they receive back from you any goods supplied; or
(b)(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
(c)if there were no goods supplied, 14 days after the day on which Lookfantastic is informed about your decision to cancel the order.
Lookfantastic will make the refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Model Cancellation Form example
To: The Hut.com Limited, Meridian House, Gadbrook Park, Rudheath, Cheshire, CW9 7RA.
I hereby give notice that I cancel my contract of sale of the following goods:
- Ordered on:
- Order number:
- Name of customer:
- Address of customer:
- Signature of customer (only if sent by paper):
- Date:
To arrange a return
Please contact the Customer Service team to arrange your return.
Lookfantastic will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details they will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure the returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to Lookfantastic. Proof of postage does not cost anything but without it Lookfantastic 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, the company will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches the Lookfantastic warehouse. Please therefore ensure that you send your item back using a delivery service that insures you for the value of the goods.
Lookfantastic will refund postage costs to return an item where the return is required due to company error. For instance:
- If you were sent the wrong item
- If the item is damaged or faulty
- Where you are returning a substitute item which you do not want to keep
Lookfantastic will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, so it is advisable to use a delivery service that insures you for the value of the goods.
Lookfantastic 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.
