Product Guarantees
Nothing is more important to us than the satisfaction of our customers.
1. Introduction
We are extremely committed to offering high-quality and safe products. We understand that confidence in the effectiveness and safety of our products is fundamental to ensuring a positive experience and meeting our customers' expectations. Therefore, we have developed this detailed Warranty Policy, which aims to assure you, our customer, that we are by your side at every stage of your purchase and also in after-sales service. This Policy covers various aspects, from product quality to integrity during transport and the accuracy of the information provided. We understand that problems can arise.
Problems can occur, even with the best manufacturing processes and quality control. Therefore, we have established clear, fast, and fair procedures to resolve any issues that may arise, ensuring that you feel supported and secure when purchasing our products.
Below you will find detailed information about the warranty period, types of coverage, exclusions, and the steps required to activate the warranty. Transparency and clarity are among our many core values, allowing you to know exactly what to expect and how to proceed should you need assistance. We are here to ensure your experience with our products is always positive and satisfactory. If you have any questions or need support, our customer service team is available to assist you promptly. We appreciate your trust in our brand and are committed to continuing to offer high-quality products that meet your needs and expectations.
2. Warranty Period
All products presented on our website have a 30-day warranty from the date of purchase. During this period, if the product presents any manufacturing defect or does not fulfill what was promised (as specified in the following sections), the customer is entitled to repair or replacement of the product.
3. Warranty Coverage
Below we list some important points regarding warranty coverage and detail them by topic for easy understanding. However, if you still have any questions, we recommend contacting our customer service department (“SAC”), as per the email address described in section “11” of this Policy.
3.1. Manufacturing defects that compromise the quality or safety of the product.
Manufacturing defects refer to any problem originating during the production process that results in a final product that does not conform to expected quality and safety standards. These defects may include, but are not limited to:
a) Abnormal Texture: Products that have an irregular texture, such as lumps in creams and lotions that should be smooth. A consistency different from usual, such as a gel that should be firm but is liquid.
b) Unexpected Color: Color changes that do not match the product description or image (this does not include color distortions shown on the website, as slight variations in saturation and other colors may occur). Uneven pigmentation in makeup and nail polish.
c) Unpleasant Smell or Taste: Fragrances that should be pleasant but have a strong or unpleasant odor. Lip products with a strange or rancid taste.
3.2. Damaged Packaging
Damaged packaging includes, but is not limited to, lids and bottles that do not seal properly and product leakage from the original packaging.
3.3. Quality Commitment
The quality of a cosmetic product can be compromised by several factors. Below are some specific examples: a) Contamination: Presence of foreign particles or sediment in the product. Signs of mold or bacterial growth;
b) Component Separation: Liquid phase separated from the solid or oily phase, such as creams that separate into oil and water. Inconsistent mixture of ingredients, resulting in a non-homogeneous formula.
3.4. Compromise of Security
Product safety is a priority, and any defect that could compromise the user's health is considered serious. For example:
a) Unspecified Allergic Reactions: Ingredients not listed on the packaging that cause allergic reactions. Products that cause skin irritation or burns, even when used as directed;
b) Presence of Harmful Substances: Detection of heavy metals or other hazardous contaminants. Ingredients that should not be in the formula, such as prohibited preservatives.
3.5. Products damaged during transport
The transportation of cosmetic products is a crucial step in ensuring that items reach the consumer in perfect condition. However, damage can occur during the delivery process. Below, we detail the possible types of damage and how to proceed if a product is received in inadequate condition.
a) Types of Damage During Transport:
● Damage to the outer packaging: Crushed or torn boxes: When the outer box protecting the product arrives crushed, torn, or punctured;
● Security Seals Broken: Seals or tamper-evident labels that guarantee the integrity of the package have been broken or are missing.
b) Damage to the Inner Packaging:
● Broken Bottles or Tubes: Products in glass or plastic bottles that arrive broken or cracked;
● Loose or Leaking Lids: Lids that came loose during transport, causing the contents to leak;
● Dented or Deformed: Packaging that arrives dented or deformed, compromising the aesthetics and functionality of the product;
● Contamination: Exposed Product: Products that arrive with open or damaged packaging, exposing the contents to potential contamination. Foreign Residues: Presence of foreign particles or substances inside the packaging due to external damage.
3.6. Incompatibility between the product and the description provided at the time of purchase.
Transparency and accuracy of information about our products are fundamental to ensuring our customers make informed choices. However, discrepancies may occur between the description provided at the time of purchase and the product received. Below, we detail the types of possible discrepancies and how to proceed if this happens.
3.7. Types of Incompatibilities
a) Ingredients and Formula:
● Different Ingredients: The product contains ingredients different from those listed in the description or on the packaging.
● Altered Proportions: Differences in the proportions of active ingredients, affecting the product's effectiveness.
b) Quantity and Size:
● Incorrect Volume: The quantity of product (in ml or g) does not match that specified in the description.
● Packaging Dimensions: The packaging size does not match the information provided.
Finally, we emphasize that our goal is to guarantee your satisfaction and build a lasting relationship of trust. Should you need to activate the warranty, our customer support team is always available to guide you and offer the best possible solution. Thank you for choosing our products and for trusting our brand. We are here to ensure that your experience is always positive and rewarding.
4. Warranty Exclusions
Although our warranty policy is designed to offer the maximum possible support and coverage, there are certain situations and conditions that are not covered. Below, we detail the warranty exclusions for cosmetic products: a) Improper or Incorrect Use of the Product:
● Incorrect Application: Using the product in a way other than recommended in the instructions provided.
● Mixing with Other Products: Combining this product with other products that are not recommended or indicated for use together.
b) Inadequate Storage Conditions:
● Exposure to Excessive Heat: Storing the product in locations with temperatures above the recommended level can cause product degradation.
● Humidity and Direct Sunlight: Storing in humid locations or in direct sunlight compromises the integrity of the product.
c) Natural Wear and Tear:
● Wear and Tear from Regular Use: Normal wear and tear of the product resulting from use as directed, such as a decrease in quantity or a change in texture over time.
● Product Shelf Life: Products that have reached the end of their shelf life or expiration date.
d) Allergic or Adverse Reactions:
● Expected Reactions: Allergic or adverse reactions that are mentioned as possible in the instructions or product information.
● Sensitivity Tests: Failure to perform a sensitivity test before use, as recommended in the product instructions.
e) Product Changes:
● User Modifications: Any modification or alteration made to the product by the user.
● Content Transfusion: Transfer of the product's contents to another, non-original container.
f) Professional Use:
● Use in Professional Environments: Products purchased for use in beauty salons, spas, and other professional environments that go beyond the recommended personal home use.
g) Purchases from Unauthorized Resellers:
● Unofficial Resellers: Products purchased from unauthorized resellers or on marketplaces not recognized by our company.
● Repackaged Products: Products that have been repackaged or resold by unauthorized third parties.
h) Intentional Damage or Negligence:
● Intentional Damage: Any damage intentionally caused to the product.
● Negligence: Negligence in the handling, use, or storage of the product.
To activate the warranty, the customer must contact our customer support team, providing purchase details and a description of the problem. Our team will analyze the case and provide the necessary guidance for resolution, which may include product replacement or a refund of the amount paid. Our warranty policy was developed to provide peace of mind and confidence to our customers, ensuring that their experience with our products is always satisfactory.
5. Procedures for Warranty Claims
Ensuring customer satisfaction and trust is a priority for our company. We understand that, even with rigorous quality controls, situations may arise where our products do not meet your expectations or present problems. For these cases, we have established a clear and efficient procedure for warranty claims.
This procedure was developed to ensure that any problems with our products are resolved quickly and fairly. Our goal is to provide you, our customer, with the peace of mind of knowing that we are on your side and committed to resolving any inconvenience that may arise. Below, you will find a step-by-step guide on how to proceed if you need to claim a warranty for a product purchased from our company. This guide includes detailed instructions on how to identify a problem, how to contact us, and what information will be needed to process your request efficiently. We are here to ensure you have a positive experience with our products and our brand. If you have any questions during the process, our customer service team is available to provide all the necessary support. We appreciate your trust in our products and hope to continue offering solutions that meet your needs and expectations.
5.1. To activate the warranty, the customer must follow these steps.
a) Contact Customer Support:
● Contact our customer support team by phone, email, or website;
● Provide purchase details (invoice number, purchase date, product name) and describe the problem encountered.
b) Case Analysis:
● Our support team will review the case and may request photos or videos of the defective product;
● In some cases, we may request that you send the product in for evaluation.
5.2. If you identify any of the defects mentioned above, follow the procedure below to activate the warranty.
a) Contact Customer Support: Contact our support team by phone, email, or through our website. Provide details of your purchase (invoice number, purchase date, product name) and describe the defect.
b) Case Analysis: Our team may request photos or videos of the defective product for better analysis. In some cases, we may request that you send the product for a more detailed evaluation.
5.3. Solution Offered: Once the defect is confirmed, you may choose to...
a) Replacement of the product with another identical or similar product;
b) Full or partial refund of the amount paid;
c) Credit for future purchases on our website.
Finally, we will finalize the process with the option chosen by the client and follow up until it is fully resolved. We have also listed below some recommended procedures for specific cases:
5.4. Procedure for Claiming Warranty for Damage During Transport
a) Inspection upon Receiving the Product:
● Immediate Verification: As soon as you receive the product, inspect the outer and inner packaging. Check for visible signs of damage.
● Documentation: Take photos of the damaged packaging, both inside and out, and of the damaged product.
b) Contact Customer Support:
● Detailed Report: Contact our customer support team by phone, email, or website, and provide a detailed report of the problem, including photos of the packaging and the damaged product.
● Purchase Information: Have your purchase details ready, such as the invoice number, purchase date, and product name.
c) Case Analysis:
● Initial Assessment: Our team will analyze the information and photos provided to understand the extent of the damage.
● Possible Shipment Request: In some cases, we may request that you send the damaged product for further evaluation.
d) Solution Offered:
● Replacement: Shipment of a new product, identical or similar, at no additional cost.
● Refund: Full or partial refund of the amount paid for the damaged product.
● Credit for Future Purchases: Credit equal to the value of the damaged product to be used for future purchases on our website.
5.5. Preventive Measures:
To minimize the occurrence of damage during transport, our company adopts the following preventative measures.
a) Suitable Packaging:
● Reinforced Boxes: Use of high-strength cardboard boxes to protect the products.
● Filling Material: Use of filling materials, such as bubble wrap and crumpled paper, to prevent the products from moving inside the box.
b) Sealing and Locking:
● Security Seals: Application of security seals to the packaging to ensure that it has not been tampered with during transport.
● Additional Seals: Use of additional seals on product lids to prevent leaks.
5.6. Partnership with the Post Office
We use the postal service to deliver the products sold on our website.
5.7. Procedure for Claiming Warranty for Incompatibility
a) Verification of the Product Received:
● Immediate Verification: Upon receiving the product, immediately check that all features match the description provided at the time of purchase.
● Documentation: Take photos of the product and packaging, highlighting areas where there is a discrepancy with the description.
b) Contact Customer Support:
● Detailed Report: Contact our customer support team by phone, email, or website. Provide a detailed report of the incompatibility, including photos.
● Purchase Information: Have your purchase details ready, such as the invoice number, purchase date, and product name.
c) Case Analysis:
● Initial Assessment: Our team will analyze the information and photos provided to understand the extent of the incompatibility.
d) Possible Shipping Request:
In some cases, we may request that you send the product in for a more thorough evaluation.
e) Solution Offered:
● Replacement: Shipment of a new product that matches the description provided at the time of purchase.
● Refund: Full or partial refund of the amount paid for the incompatible product.
● Credit for Future Purchases: Credit equal to the value of the incompatible product to be used for future purchases on our website.
6. Preventive Measures
To minimize the occurrence of incompatibilities between the product and the provided description, we have adopted the following preventative measures:
a) Rigorous Quality Control:
● Ingredient Verification: Rigorous checking of ingredients and their proportions before product shipment.
● Consistency Testing: Conducting tests to ensure that the texture, color, fragrance, and other attributes match the description.
b) Accurate and Up-to-Date Information:
● Detailed Description: Providing detailed and accurate product descriptions on our website and promotional materials. ● Constant Updates: Regularly updating product information to reflect any changes in formulation or presentation.
c) Team Training:
● Continuous Training: Ongoing training of our team to ensure that the information provided to clients is accurate and complete.
7. Maintenance and Proper Use of Products
7.1. To maintain the quality and extend the shelf life of cosmetic products, it is essential to follow certain maintenance practices and proper use.
Here are some helpful guidelines:
a) Proper Storage:
● Temperature and Humidity: Store products in cool, dry places, away from direct sunlight and heat sources, to prevent changes in the formula.
● Lids and Seals: Always keep packaging tightly closed to prevent evaporation of active ingredients and contamination by microorganisms.
b) Personal Hygiene:
● Clean Hands: Wash your hands before handling products, especially those applied directly to the skin, to avoid transferring dirt and bacteria.
● Brushes and Applicators: Clean makeup brushes and applicators regularly to prevent the buildup of residue and contamination.
c) Correct Application:
● Proper Amount: Apply the recommended amount of product to avoid waste and ensure effective results.
● Gentle Movements: When applying creams and lotions, use gentle movements to avoid stretching the skin excessively.
d) Sensitivity Test:
● New Application: Always perform a sensitivity test before using a new product, especially if you have sensitive skin or known allergies.
e) Product Expiry Date:
● Expiration Date: Regularly check the expiration date of products and avoid using expired products, as they may not be effective and may even cause irritation.
f) Regular Use:
● Consistency: Maintain a regular usage routine for products that require daily application for best results, such as anti-aging creams and moisturizers.
g) Responsible Disposal:
● Expired Products: Properly dispose of expired products or products that have changed color, odor, or texture, as they may not be safe for use. By following these simple guidelines, you not only maximize the benefits of cosmetic products but also promote the health and safety of your skin.
Always remember to read and follow the specific instructions for each product to achieve the best possible results.
8. Expenses
To ensure an efficient and fair process when activating our warranty, it's important to understand the expenses related to sending the product for analysis. Below, we detail how we handle these aspects:
a) Analysis and Evaluation: Company Responsibility: We assume the costs associated with the analysis and evaluation of the product to determine warranty eligibility.
b) Warranty Decision: Refund or Replacement: If the product is deemed eligible for warranty, we will either refund the initial shipping costs or cover the shipping costs for a replacement product.
c) Transparent Process: Clear Communication: Throughout the entire process, we provide clear communication about any costs that may arise and ensure transparency regarding the subsequent steps.
Our goal is to ensure you have a smooth experience when claiming on the warranty for our cosmetic products. If you need more information or have specific questions about shipping costs, our customer service team is available to provide appropriate assistance and guidance.
9. Shipping Conditions
If the customer finds that the product is defective, an analysis of the item may be requested at no additional cost to the customer. This request can be made through Customer Service, as indicated in the contact email in item “11” of this Policy. In this case, if the defect is confirmed, the customer may choose between replacement with an identical product or receiving a refund of the amount paid. Finally, in the case of a refund, the amount will be credited to the same payment method used for the purchase. All information regarding payment methods, refunds, and questions related to financial matters can be found in our FAQ at this link.
10. Final Provisions
This warranty policy is valid only for products purchased directly through our official sales channels. Please note that we reserve the right to change this policy at any time without prior notice. Changes will not affect warranties already in effect. The warranty policy presented below reflects our commitment to transparency, quality, and customer satisfaction. It was developed to clarify the rights and responsibilities of our customers, as well as to outline the necessary steps to resolve any problems that may arise with our products. We are dedicated to ensuring that every experience with our brand is incredible, from purchase to product use. Thank you for choosing our products, and we trust that this warranty policy will provide you with the peace of mind and security you deserve when purchasing our products.
11. Contact
For any questions or more information about our Warranty Policy, please contact our customer support team.
Customer Service: sac@iyscosmetics.com.
Date the above rules were issued: May 28, 2024