Delivery charges are calculated at the end of the order, depending on weight, volume and the carrier’s prices. Kenzai Cosmetics Sàrl is responsible for delivery of goods sold through the Website in Switzerland. The products and/or services will be sent to the delivery address specified by the customer when placing the order. Indicative delivery times from the order and confirmation of payment are set out below:
• 1-4 working days
In the event that stock is temporarily unavailable, Kenzai Cosmetics Sàrl undertakes to deliver the missing item as soon as possible, or to offer an alternative solution. As a general rule, products are sent out within a few days of receipt of an order. Customers can ask for information about the dispatch of their order by sending us an email.
When a customer clicks on the “Progress of Your Order” page, they will be asked to provide their email address and password as identification. An order summary page provides the customer with detailed information on current and past orders. After the order is sent, the tracking number will be shown, if available. Customers may track the delivery status of their order by our courier by clicking on “Dispatch” under the “Progress of Your Order” heading. Some carriers may not have order tracking information available until 24 hours after dispatch of the order.
Orders or parts of orders may occasionally be cancelled by our system for a variety of different reasons, including:
If an order is cancelled, the customer will receive an email explaining the reasons for cancellation. Customers will not be invoiced for an order that has been cancelled. If the customer wishes to place a new order or has questions about a cancelled order, they may contact us by email.
Customers have a right to cancel on receipt of the product i.e. 14 days to return the product delivered, with the costs of the return falling to the customer. Only products bought from the Website and returned with their film or individual protective packaging intact (unopened and in their original packaging) will be refunded.
The following procedure should be followed:
The product must be complete, suitably protected, in its original packaging, with the film or individual protective packaging intact (unopened), and accompanied by any accessories.
The following information should be included with the product:
The product will be checked by Kenzai Cosmetics Sàrl staff, who will approve the refund or not, checking in particular whether the product has been returned complete and in a condition appropriate for resale, as the right to cancel requires. If the goods satisfy the requirements for return, the payment may be refunded or they may be exchanged. If the goods do not satisfy the requirements for return, they will be sent back to the customer, who will not be refunded.
In the unlikely event that the products we sell have defects or differ from their description, you may have additional legal rights to a refund. These rights are not affected by our general policy on returns (set out above) or by these General Terms and Conditions.
The customer has the right to have the products restored to a proper condition, free of charge, by repair or replacement. If the above solutions fail, the customer has the right to obtain an appropriate reduction in the price of the products, or to cancel the contract. Customers lose these rights if they fail to inform us of the non-conformity of products within two months of identifying such non-conformity. We will be held liable in cases where the non-conformity becomes evident within two years of the delivery of the products. Under all circumstances, measures taken to demonstrate non-conformity that has not been deliberately concealed by us will automatically fall twenty-six months after delivery of the products.
These general terms and conditions of sale, and any sale to which they apply, are subject to Swiss law. Any dispute arising from or in connection with these general terms and conditions of sale or any sale to which they apply shall be settled according to Swiss law, whether the dispute is contractual, in tort, or otherwise. Application of the 1980 UN Convention on Contracts for the International Sale of Goods is expressly excluded. Jurisdiction lies with the courts of Lausanne, Canton of Vaud, Switzerland. Swiss law shall apply.
Kenzai Cosmetics Sàrl’s general terms and conditions of sale are drawn up in French and English.In case of different or divergent interpretation or in case of contradiction in the legal notices, the French version shall prevail.
Customers may write to us by email or post for any information or assistance with the products or Website purchase procedures.
Lausanne, August 2023
