Terms and Conditions of Sale
1. General Provisions
1.1. The following terms and conditions of sale (“Terms and Conditions”) apply to the offer and sale of products through the (www.maccosmetics.gr) website (“Website”).
1.2. To be eligible to purchase products on the Website customers must: (a) be at least 18 years old or, if minors, have duly obtained parental consent; and (b) be consumers, meant as natural persons acting for purposes extraneous to their trade, business, craft and profession.
1.3. This contract shall be executed in Greek and shall be governed by Greek law.
1.4.Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms [or require any changes], please contact us to discuss.
2. Identification of the Vendor
2.1. The vendor is Estee Lauder Hellas S.A., a Greek company, with registered office in 67, Tzavella St., Halandri, Greece, VAT no. 099877197 and General Electronic Commercial Registry (G.E.MI.) no. 004025107001.
2.2. You can contact us by telephoning our customer service team at (+30) 210 6595700 or by writing to us at the address shown in section 15 below.
3. Products
3.1. Information on products is available on the Website, and is provided in accordance with applicable law.
3.2. We will take all reasonable care to ensure that all details, descriptions, images of products appearing on the Website are correct at the time when the relevant information was entered onto the system; however, to the extent permitted by applicable law, we do not warrant that said details, descriptions, images of products are accurate, complete, reliable, current, or error-free.
3.3. The products described on the Website, and any samples thereof we may provide to the customer, are for personal use only. Customers may not sell or resell any of these products or samples thereof. We reserve the right, with notice, to cancel or reduce the quantity of any products or samples to be provided to the customer that, in our sole discretion, may result in the violation of these Terms and Conditions.
4. Prices
4.1. All prices indicated for products available via the Website are inclusive of VAT at the current rates and are expressed in Euros. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect. Delivery charges shall be added to the price of the products and are indicated separately on the order form. For further information please also visit the Delivery section of the Website.
4.2. We regularly verify that all the prices displayed on the Website are correct, however, we cannot guarantee the absence of errors. In the event that an obvious error in the pricing of a product is detected, we will offer the customer the opportunity to purchase the product at the correct price or to cancel the order.
5. Placing an Order
5.1. The customer will be guided through the process of placing an order by a series of simple instructions on the Website.
5.2. To place an order, the customer must type in the quantity of product he/she wishes to purchase. There is a limit of maximum purchase of 1,000 Euros per order. Specific restrictions may apply with regard to maximum purchase amounts for certain payment methods as per Article 8.2 herein below. In addition, we must also limit orders to no more than three (3) orders per customer per day.
5.3. Customer must click “Add to bag” to place the product selected in the desired quantity in the shopping bag. At any time during shopping customer may review the products in the shopping bag by clicking on “Checkout” of each page. Customer may save a product as favorite, by clicking on “move to favorites” below the product name. The product will then be moved to customer’s favorites section in “My Account”. To access customer’s favorites from any computer, customer must register or sign in with his/her account.
5.4. Customer must follow the onscreen instructions to proceed through the checkout process. The customer may always correct any errors in data he/she has entered, change the shopping bag contents, by adding or removing one or more products from the shopping bag, or cancel the entire order during checkout before sending his/her order. By submitting an order, the customer acknowledges and declares that he/she has read all the instructions provided during the checkout process and fully accepts these Terms and Conditions. The customer places an order request for products via the Website by clicking on the Submit button at the end of the order process.
5.5. After an order has been submitted, a “Thank You” page will be displayed, and the customer will receive shortly an email confirming receipt of the order. In accordance with the provisions of applicable law, the email confirming receipt of the order contains a summary of the Terms and Conditions, information on the essential characteristics of the purchased products, a detailed indication of the price and means of payment, information on delivery charges, information on the conditions and methods to exercise the right of withdrawal under Article 11 herein below, the address to which complaints may be addressed, information on support services and on existing commercial warranties.
5.6. If an order confirmation does not arrive within 24 hours after submission, customer may contact us at (+30) 210 6595700 for assistance.
5.7. Exchanges of ordered products with other products are not allowed. If the customer wishes an exchange he/she shall have to cancel the initial order according to these Terms and Conditions and place a new order.
5.8. If customers have any questions or concerns when placing an order or if they wish to enquire about a previously placed order, they may contact us at (+30) 210 6595700 or via email at the following address: CustomerService@gr.maccosmetics.com . For faster service, customers are invited to keep their order number available.
6. Gift-Wrap Service
6.1. We always take special care of orders. We will be happy to create a beautiful gift package. We will provide the Gift-Wrap Service upon payment by customers of the additional cost displayed on the Website.
6.2. If the customer wishes to have his/her order packaged as a gift, he/she must simply click on the “Gift Wrap” option during “Checkout”.
6.3. In case a “Gift Wrap” order request includes more than one product, we will create one gift package for all of them.
7. Offer Codes
7.1. To redeem an offer code, customers must enter their code into the “offer code” box during the checkout process on the website. Offer codes are case sensitive and should be entered exactly as they appear.
7.2. When an offer code is accepted, the offer will be displayed in the “Order Review”.
7.3. One offer code may be used per order.
8. PAYMENT OPTIONS
8.1. Customers may pay for the products by one of the following methods:
(A) By Debit/Credit/Prepaid card. The accepted types of cards are:
- VISA
- VISA ELECTRON
- MASTERCARD
- MAESTRO
Especially, with regard to payment by credit card issued by a Greek bank, installments
may be available, subject to the policy of each bank. If installments are accepted by the
bank, the following shall apply: (i) for 0-60 Euros up to three (3) installments, (ii) for 61-
120 Euros up to six (6) installments, (iii) for 121 Euros or more up to twelve
(12) installments.
(B) By Cash on Delivery (COD). This method is only available for shipments within
Greece and it is limited to maximum purchase orders of 500 Euros or any other lesser
amount in accordance with applicable law on cash payments.
(C) By direct cash transfer from the customer’s bank account (IRIS Online Payments).
8.2. All credit card holders are subject to validation checks and authorization by the credit card
issuer. If the issuer of customer’s payment card refuses or does not, for any reason, authorize
payment to us, whether in advance or after a payment, we will not be liable for any delay or non-
delivery.
9. Order Inquiries
9.1. Generally products are shipped within fifteen (15) days of receipt of an order except when shipment and delivery to customer is hindered due to events of force majeure. For any shipping information customers may contact us at (+30) 210 6595700 or via email at the following address: CustomerService@gr.maccosmetics.com.
9.2. With a MAC Account, customers can check the status of their most recent orders by visiting the Order Status page into the My Account area. This is the easiest and fastest way to get the most current information regarding customers’ orders.
9.3. When the customer clicks on Order Status page, he/she will be prompted to log in with his/her email address and password. An order summary page will provide the customer with detailed information about his/her current and past orders. After an order is shipped, the relevant tracking number, if available, will be displayed. Customers will have access to information regarding the tracking of their order.
9.4. Occasionally, orders or parts of an order are cancelled by our system for various reasons. Indicatively, some reasons are:
Item(s) not available
Impossibility in processing payment information
Cannot deliver to address provided
Duplicate order was placed
Cancellation due to a customer request
10. Delivery
10.1. Orders are processed and delivered on working days only (Monday through Friday, excluding bank holidays). Orders placed on Saturday and Sunday will be processed on the following working day.
10.2. We are unable to process orders to a P.O Box address. If an order is not delivered due to your negligence (e.g. you do not allow us access to your property), we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract.
10.3. Shipping charges shall be borne by the customer and are indicated separately on the order form and into the delivery note. There are no shipping charges for purchases over the amount we may display on the Website.
10.4. In accordance with applicable law, the products shall be delivered within 30 (thirty) days from the day following that of the order placement by the customer, unless we notify the customer, including by email, within the same term, of the ordered products being unavailable, including temporarily unavailable.
11. Right of Withdrawal – Return of the Products
11.1. We are committed to offering customers the finest cosmetic products available. If the customer feels the products he/she received from us do not meet this expectation or for any other reason, pursuant to applicable law the customer has the right to withdraw from the contract and return the products, without specifying any reason, within 14 (fourteen) calendar days from the date the products were received by the customer.
11.2. Before returning the products, please contact our customer service team by calling (+30) 210 6595700 (Monday-Friday 9am-6pm) or emailing at CustomerService@gr.maccosmetics.com, in order for him/her to be guided in respect of the returns process, provide the reasons of his/her withdrawal or discuss any other matter regarding the return of the products that he/she wishes.
11.3. In order to facilitate the procedure we suggest that the customer follows the instructions of our customer services team who may arrange for our cooperating courier company to pick-up the package and return it to our warehouse.
11.4. The customer may exercise the right of withdrawal by completing the Return Form which is enclosed in the order packaging and by sending the products and the completed Return Form to us within fourteen (14) calendar days from the day he/she acquired physical possession of the products. The products must be returned in their original condition (“as new”) in which they were delivered to the customer who must in particular ensure that the products are not damaged, altered or used.
11.5. Upon exercising the right of withdrawal, we undertake to reimburse the customer the full price of the products (including the initial cost of shipment of the products to the customer subject to the provision of clause 11.9) within fourteen (14) calendar days from the date we are informed about the customer’s decision to return the products, provided that the products are shipped back wrapped, unused and undamaged, to the extent that they have been kept and used with all due care and attention (and only to the extent necessary to assess the nature, characteristics and function of the product) or customer proves such due shipment. In case the customer opts to return the products through our cooperating courier company, following the instructions of our customer services team, the cost of the return shipment shall be as set out in clause 11.6 and shall be deducted from the amount to be reimbursed to the customer in accordance with clause 11.6. In any other case the customer will bear the shipment cost for return of the products.
11.6. If the customer returns products for reasons other than defects in the products, or incomplete or incorrect delivery, he/she shall be required to pay for the cost of the return shipment of the products back to us. If the return is made through our cooperating courier company the cost of the return shipment shall be deducted from the final amount to be refunded/ reimbursed to the customer. The cost for the return courier to be deducted shall be 3 Euros if the return is made within Greece and 17 Euros if the return is made from Cyprus (such costs may be adjusted in accordance with the policy of the courier company applicable from time to time). If the customer opts to use another courier company he/she shall pay the return shipment cost directly.
11.7. Any return will be made to the following address: Estee Lauder Hellas, Attiki Odos – Exit No.4, Thesi Kyrillos, 19300 Aspropyrgos, Greece.
11.8. In any event, we are not obliged to refund/reimburse additional shipment costs if the customer had chosen expressly a delivery method other than the most cost efficient method offered by us (and displayed on our Website).
11.9. Refunds will only be made via the original payment method used. For credit / debit card payments, refunds are made directly to the card used for payment. Especially, for orders paid via the COD method or IRIS Online Payments, the customer shall have to provide us a bank account (IBAN), for us to debit the equivalent amount.
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11.10. It is strongly recommended that the parcel containing the returned goods be sent by a recorded delivery service (one that requires a signature upon receipt). We cannot be liable for returned products lost in transit.
11.11. Regardless of the method of return of the products, customers are kindly requested to retain the proof of shipment (e.g. courier’s receipt) in order to have evidence that they have returned the products in the unlikely event that we do not receive the returned goods.
11.12. The above provisions are only applicable to purchases made online. Products purchased at a store will be subject to the return policy of each store. Returns or exchanges for purchases made in a MAC store or partnered retail location may not be returned or exchanged to MAC Online. Returns for purchases made online will not be accepted for return or exchange at a MAC store or counter.
12. Lack of Conformity – Defective Products
12.1. In case of defects in the products, the customer is entitled, at his/her own choice, to one of the following: (a) ask, without being charged, for the repair or the replacement of the products except if this is impossible or entails disproportionate expenses; (b) to ask for the reduction of the price; or (c) to withdraw from the sales contract.
12.2. In case of incomplete or incorrect delivery we will undertake, on our own cost, to restore the error and provide the customer with the correct quantity of the products he/she ordered.
13. Other Important Terms
13.1. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under this contract.
13.2. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
13.3. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
13.4. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.5. The protection provided by laws in relation to distance contracts, as well as the present Terms and Conditions, apply only to contracts with natural persons who act for purposes which are outside their trade, business, craft or profession.
14. Applicable Law and Jurisdiction
14.1. These Terms and Conditions as well as this site are governed by Greek and EU law and must be interpreted in accordance with Greek and EU law. In case the customer chooses to have access to this site from another country he/she will be responsible to abide with the laws of such country.
14.2. Any disputes arising out of or in connection with the interpretation, validity and/or execution of these Terms and Conditions shall be subject to the mandatory jurisdiction of the competent courts of Athens, Greece.
14.3. In case of complaint about your online purchase, you may contact us at CustomerService@gr.maccosmetics.com. According to EU Regulation no.524/2013 on online dispute resolution for consumer disputes, you may also refer disputes through to the EU Commission’s online platform available at:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage
Likewise you may refer disputes related to the sale of the Product to the following Alternative Dispute Resolution entity:
Sinigoros tou Katanaloti
144 Alexandras Avenue, Athens GR – 11471
Email address:grammateia@synigoroskatanaloti.gr
Website:http://www.synigoroskatanaloti.gr
Phone: 0030 2106460862
15. Contacts
15.1. For any information and support on products and methods of purchase through the Website the customer may contact us by email to CustomerService@gr.maccosmetics.com.