Shipping and returns
Shipping costs are calculated at the end of the order, according to the weight, volume and rates of the carrier in charge of delivery. Kenzai Cosmetics Sàrl ensures the shipment of goods sold through the Website in Switzerland. Products and/or services will be sent to the delivery address indicated by the customer during the ordering process. From the order and payment confirmation, delivery times, given as an indication, are as follows:
• 1 to 4 working days
In the event of a temporary stockout, Kenzai Cosmetics Sàrl undertakes to deliver the missing item as soon as possible or to propose a replacement solution. Generally, products are shipped within days of receiving an order. For any information regarding shipping, customers can request information by email.
When the customer clicks on the “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 on his/her current and past orders. Following the shipment of the order, the relevant tracking number, if available, will be displayed. Customers can track the delivery status of the order by our courier by clicking on “Shipment” under the heading “Order Status”. Some carriers may not have tracking information available for up to 24 hours after the order is shipped.
Occasionally, orders or parts of orders are cancelled by our system for various reasons. Some reasons are:
- Item(s) unavailable
- Unable to process payment information
- Cannot deliver to the address mentioned
- Duplicate order
- Cancellation at the request of a customer
If an order is cancelled, the customer will receive an email explaining the reasons for the cancellation. Customers will not be charged for any cancelled orders. If the customer is interested in placing a new order or if the customer has questions about a cancelled order, he/she may contact us by email.
Upon receipt of the product by the customer, the customer has a right of withdrawal, i.e., a period of 14 days to return the delivered product, with the return costs being at his/her expense. Only products purchased through the Website, and returned with their film or individual protective packaging intact (unopened and in their original packaging) may be refunded.
The procedure to follow is as follows:
- The customer sends an email to request a return
- The customer returns their merchandise at their own expense to the following address:
Kenzai Cosmetics
c/o Schneider & Cie SA Transports Internationaux
Rue des Moulières 5
1242 Satigny
Switzerland
The product must be complete, properly protected, in its original packaging, with the film or individual protective packaging intact (unopened), accompanied by any accessories.
The product must be accompanied by:
- The order number
- The name of the person returning the order
The product is inspected by the internal services of Kenzai Cosmetics Sàrl, who will validate or not the refund, notably by verifying that the product has been returned complete and in a condition suitable for resale, as provided by the right of withdrawal. If the merchandise meets the return requirements, it may be refunded or exchanged. If the merchandise does not meet the return requirements, it will be reshipped to the customer who will not be able to obtain a refund.
In the unlikely event that the Products we sell you are faulty or not as described, you may have additional legal rights to receive a refund for these products. These rights are not affected by our general returns policy (stipulated above) or by these Terms and Conditions.
The customer has the right to have the products brought into conformity, free of charge, by repair or replacement. If the aforementioned solutions fail, the customer has the right to obtain an appropriate reduction in the price of the products, or to cancel the contract. The customer waives these rights if they fail to inform us of the non-conformity of the products within two months from the date on which the customer detected such non-conformity. We are liable in cases where the non-conformity becomes apparent within two years from the delivery of the products. In all cases, measures taken to assert a non-conformity not deliberately concealed by us automatically expire twenty-six months after the delivery of the products.
These General Terms and Conditions of Sale, as well as any sale to which they apply, are governed by Swiss law. Any dispute arising from or in connection with these General Terms and Conditions of Sale or any sale to which they apply, whether contractual or tortious in nature, or based on any other clause, shall be settled in accordance with Swiss law. The application of the 1980 United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. The exclusive place of jurisdiction is Lausanne, Canton of Vaud, Switzerland. Swiss law is applicable.
Kenzai Cosmetics Sàrl's general terms and conditions are written in French and English. In the event of a different or divergent interpretation or in the event of a contradiction in the legal notices, only the French version shall prevail.
For all information and assistance regarding products and purchasing methods via the Website, the customer may contact us by email or by post.
