Shipping & Return Policy

  1. INTRODUCTION
    • These Terms of Shipping & Return Policy on which products are supplied to you as a buyer on provocmakeup.com (defined as the “Site”). The owner and operator of the Site is Fadi Sawaya SAL and Sawaya International LLC, (“we”, “our” or “us”).
    • Please read these terms carefully before you submit your order via the Site. By placing an order on the Site, you are agreeing to be bound by these Terms with immediate effect.
  • DELIVERY OF YOUR ORDER
    • Delivery Costs.The costs of delivery will be as displayed to you on our Site.
    • Delivery Date.This information will be displayed to you on our Site.
    • Delivery Delays:
      1. if our supply of the product is delayed by an event outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay;
      2. if no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will notify you of how to rearrange delivery or collect the product;
      3. if you do not collect the product from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we will cancel your order.
    • ID Requirement Upon Delivery.We may, at our sole discretion, make any inquiry we deem necessary to verify your identity and/or ownership of your financial instruments by requesting that you provide us with further information or documentation, including, but not limited to requesting a form of identification and/or credit card. If we are unable to verify or authenticate any information you provide, we have the right to refuse delivery and cancel the order.
    • Delivery from Overseas.Note that you might be considered the importer of record in the event that your order requires delivery from overseas. In such instance, you are required to ensure that your ordered products can be lawfully imported, comply with all laws and regulations and to pay all fees and customs duties relevant to your purchase.
    • Title to Products.A product will be considered owned by you and your responsibility from the time we deliver the product to the delivery address and you have paid for the product.
    • We will issue an electronic invoice for your purchase and send such invoice to the email address you provided to us.
  • RETURNS
    • The options below set out our conditions for returns:
      1. You received a wrong product;
      2. You have received a product that is not as described on the Site;
      3. You have received a damaged product
    • Return Condition,
      1. Product is unused, in original unbroken packaging and includes all tags.
      2. Return request should not exceed 7 days of receipt of shipment.

 

  • Non-returnable Products.You do not have a right to return, replace or exchange products in respect of:
    1. products that are classified as hazardous materials or use flammable liquids or gases;
    2. products that have been used or damaged by you or are not in the same condition as you received them;
    3. any consumable product which has been used or installed;
  • Contacting Us (arrange a Return).You may contact us through email, social media or live chat on the Site, or by calling our call centre on ……………. (UAE) or ………………… (Lebanon).
  • Your Refund:
    1. For delivered products, we will refund to you the product amount (excluding the amount paid for the original shipping fees) in full plus the cost of return:
      1. if the products are faulty or not as described on our Site; or
      2. if you reason for return is due to an error on our side, such as an error in pricing or description, a delay in delivery etc.
    2. In all other circumstances, we will refund the product amount (excluding the amount paid for the original shipping fees) and you may pay the costs of return shipping.
    3. For products not delivered, you will receive a full refund if you cancel the order under clause 2.6;
  • Refund Procedure.We will issue you a refund depending on the method you used for payment, as follows:
    1. if you paid by cash on delivery, we will issue a refund cash; or
    2. if you paid by credit/debit card, you will have a refund by credit/debit card.
  • Refund Timescale.Your refund will be initiated once your product is received back in our customer fulfilment center and inspected by our team, and the final refund will be received by you as follows:
    1. if the refund is to your credit/debit card, within thirty (30) days from the day on which we receive the product back in our customer fulfilment center;
    2. if you have cancelled your order before shipping, an automated refund will be provided back to you.