These terms and conditions (together with our Privacy Policy and Website Terms of Use) (“Terms and Conditions”) tell you information about us and set out the legal terms and conditions on which we sell any of the Innossence Cosmétiques products (“Products”) listed on our website www.innossence.com (“Website”) to you.
These Terms and Conditions do not apply if you buy Innossence Cosmétiques products from any source other than our Website (if, for example, you buy Innossence Cosmétiques products from one of our authorized distributors or retailers). The distributors and retailers will have their own terms and conditions that will apply if you buy Innossence Cosmétiques products from them (and you should make sure you understand any such terms).
These Terms and Conditions will apply to any contract for the sale of Products by us to you (“Contract”). Please read these Terms and Conditions carefully and make sure that you understand them before ordering any Products from our Website.
Please note that by ordering any of our Products, you agree to be bound by these Terms and Conditions. If you refuse to accept these Terms and Conditions, you will not be able to order Products from our Website.
1. Understanding these Terms and Conditions
1.1 When certain words and phrases are used in these Terms and Conditions, they have specific meanings (these are known as “defined terms”). You can identify these defined terms because they start with capital letters (even if they are not at the start of a sentence). Where a defined term is used, it has the meaning given to it in the section of the Terms and Conditions where it was defined (you can find these meanings by looking at the sentence where the defined term is included in brackets and speech marks).
1.2 When we refer to “we”, “us” or “our”, we mean INNOSSENCE COSMÉTIQUES S.L. When we refer to “you” or “your” we mean you, the person buying Products from our Website.
1.3 We have used headings to help you understand these Terms and Conditions and to easily locate information. These Terms and Conditions, and any Contract between you and us, are only available in the English language. We will not file copies of the Contract between you and us so we recommend that you print or save a copy of these Terms and Conditions for your records (but please note that we may amend these Terms and Conditions from time to time, as explained in section 14 below). Please check the Website each time you order Products to ensure you understand the legal terms that will apply to the Contract at that time.
2. About us
2.1 We are INNOSSENCE COSMÉTIQUES S.L., a company registered in Spain with company registration number ESB87374989, at Fundición, 4 BIS – Nave 28, 28522 Rivas Vaciamadrid, Madrid, SPAIN and we operate the Website.
2.2 If you would like to contact us, please use the form on the Contact Us page of our Website (available at [link to Contact us] and our customer services team will be happy to assist you.
3. Our Products
3.1 We have an incomparable commitment to Quality, Attention to Detail and Business Ethic. Our range of Products are a real indulgence, helping to preserve, defend and prolong your youthfulness appearance of even the most delicate skin by helping to confront the problems of natural aging, environmental aging, chemical or the stress of modern life. For more information on our Products (including their benefits, how they should be applied and perfect partner products to compliment your chosen Product) please visit the Collections page on our Website www.innossence.com
3.2 The images of the Products on our Website are for illustrative purposes only. The packaging and presentation of the Products may vary from that shown on images on our Website.
3.3 Many of our Products are available in different sizes, weights, quantities and varieties. The various options for each Product are stated on the relevant Product page on our Website.
3.4 All Products shown on our Website are subject to availability. We will inform you by email as soon as possible if the Product you have ordered is not available and we will not process your order if made.
4. Your account
4.1 You do not have to register to explore our Website or to buy Products from us, but, if you do chose to register and create an account with us, this will allow you to fully enjoy our Website and enable us to customise your experience, making shopping easier for you.
4.2 By creating an account, you can store your debit and credit card information for easier and faster checkout, store and edit your delivery addresses and billing information and review your previous purchases and order history.
4.3 When you register or buy Products through our Website, you will be required to provide certain information including your name, phone number and email address. You will also be required to provide valid details of a credit or debit card which you are legally entitled to use. We reserve the right to request additional evidence or proof of billing information where we think this is necessary. You confirm that all information you provide to us at any time is true, accurate and complete.
5. Buying Products from us
5.1 You may only buy Products from our Website if you are at least 18 years old.
5.2 You may not buy Products from our Website for business and/or resale purposes.
5.3 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process. In particular, please check the quantities, sizes and weights of each of the Products in your order.
5.4 By clicking the “I agree General Sales Condition” and submit the order, you are committing to buy and pay for the Products in your order. This is an offer from you to enter into a Contract with us to buy the Products in your order. The Contract is subject to these Terms and Conditions. By placing an order, you confirm that you accept these Terms and Conditions.
5.5 After you place an order, you will receive an email from us acknowledging that we have received and accepted your order “Order Acceptance”. Please note that if the amount due from you for your order cannot be debited or charged, for whatever reason, your order will be cancelled. Please see section 7 below.
5.6 If we accept your order, The Contract between us will only be formed when we send you the Order Acceptance. Our delivery company will send you a further email when the products in your order have been shipped (“Shipping Confirmation”).
5.7 Only the Products listed in the Order Acceptance are included in the Contract between you and us. If there are any errors in your Order Acceptance, please contact us as soon as possible using the form on the Contact Us page of our Website.
6. Product prices
6.1 The prices of the Products will be as quoted on our Website from time to time. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However, it is always possible that, despite our efforts, some of the Products on our Website may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Products at the correct price or cancelling your order. We do not have to provide the Products to you at a lower price where we have made a pricing error. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat your order as cancelled.
6.2 The prices of the Products may change from time to time, but changes will not affect any order which we have confirmed with an Order Acceptance.
7. Methods of Payment
7.1 You can pay for Products using a debit card or credit card. We accept the following cards: VISA and MasterCard. Paypal.
7.2 By ordering Products from us through our Website, you authorise us to perform credit and anti-fraud checks on you and the payment method that you have provided. These checks may be required, amongst other things, to verify your identity, to validate your credit or debit card, to obtain an initial credit or debit card authorisation and/or to authorise individual purchases. You authorise us to disclose information provided by you, including personal information, to third parties such as banks and the providers of credit reports for the purposes of these checks, and accept that such parties may keep a record of that information. You also agree that we may make the information we receive from such checks available to third parties including fraud prevention and credit reference agencies. We reserve the right to put in place additional payment security systems from time to time.
7.3 If the amount due from you for your order cannot be debited or charged, for whatever reason, your order will be cancelled (we will notify you of this using the contact details you provided during the order process).
8. Delivery
8.1 Delivery will be completed when we deliver the Products to the address you gave us, so please make sure that the delivery details you provide are accurate as we cannot be responsible for any delayed or failed deliveries as a result of your error:
(i) It is very important that you provide a delivery address where we can find a person to deliver your order, during the morning or the afternoon.
(ii) It is a must to provide a contact phone.
(iii) We will need a person’s name and an Identification Card Number
8.2 Your order will be fulfilled by the estimated delivery date set out in the Shipping Confirmation, unless there is an event outside of our control (please see section 13 below for more information about these events). If we are unable to meet the estimated delivery date because of an event outside of our control, we will contact you with a revised estimated delivery date.
8.3 Even though our efforts and delivery companies collaborating, some setbacks may occur during the delivery of your order.
8.4 In order to guarantee a quality service, we adopt all necessary measures to identify the reasons that can cause these situations.
8.5 In the odd case that your order is not received on sound condition and a visible damage is found (the packaging is damaged or with visible signs that the box has been opened), you should reject it.
Please contact our customer services team using the form on the Contact Us page of our Website as soon as possible.
8.6 In the case that package has been considered as “Accepted” at the time in which it sent to the recipient or authorized person but concealed damage has been found, you will have a limit time of 48 hours for notifying to us. Please contact our customer services team using the form on the Contact Us page of our Website within this period of time.
If you know in advance that you are going to be absent the day of delivery, please notify these details to the authorized person in charge to pick up the package.
8.7 If you order Products from our Website for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
8.8 You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such laws or regulations.
9. Right of Return
9.1. We have committed to provide customers the best cosmetic products. If you believe that you have received the products that do not meet this expectation, under section 71 of the Consumer Act you will be entitled to cancel the contract, without giving any reason, within seven (7) business days following the date of receipt of the products.
9.2. The customer may notify their intention to exercise the right of return by sending an email to This email address is being protected from spambots. You need JavaScript enabled to view it. with the relevant order details, including customer order number and description of the products subject to refund. The client will find inside the packaging the order and packing slip with the order details and details of our return procedure. If the related dispatch note does not match the products delivered, the customer must notify us immediately by calling +34 91 668 44 18 or via email This email address is being protected from spambots. You need JavaScript enabled to view it.
9.3 Our Customer Service Department will then issue the customer an authorization number and a confirmation email. It requests the client to save your authorization number for future reference with the Customer Service Department in this matter.
9.4 In the event that the customer returns for reasons other than the products are defective or that the shipment was incomplete or incorrect, you must therefore arrange and pay for the return.
9.5. If exercising the right of return, we undertake to refund the customer the full price of the product within thirty (30) days following the date the return is received, provided that they are returned unused and undamaged, having been maintained and handled with due care and attention, within 7 working days of delivery. Refunds will only be made against the credit card that was originally used for the purchase. Once we make the refund we will notify you by email.
9.6. We strongly recommend sending the package by a recorded delivery service (that requires the signature in the moment of delivery). We cannot be held responsible for returned products that are lost in transit.
9.7. The above provisions are only applicable to purchases made online. Products that are purchased in an establishment are subject to the return policy of each respective retail establishment. Returns or exchanges of purchases made in a retail establishment to the public may not be returned or exchanged through Innossence Cosmétiques. Purchases made online will not be accepted for return or exchange in any retail establishment.
10. Lack of Compliance
10.1. In the case of lack of conformity of the goods with the contract within the meaning of Article 116 of the Consumer Act it will apply the guarantees set out in Articles 118 to 122 of the Act. The customer has the right to request that the products be repaired or replaced at no cost, so that they are in accordance with the contract, failing which the client is entitled to an appropriate reduction in the price of goods or cancel the contract.
The consumer forfeits the rights described above in the case you do not notify us of the lack of conformity within two months following the date on which it is detected. We will respond to the lack of conformity only when it is within two years after delivery of the products. In any case, the actions initiated in connection with a lack of conformity that we have not tried to hide maliciously, automatically expire within thirty-six months from delivery of the products.
11. Using our Website
Your use of our Website is governed by our Website Terms of Use (available at Website Terms of Use [link to Terms of USE] ). Please take the time to read our Website Terms of Use as they include important information and terms which apply to you. If you do not accept our Website Terms of Use, you are not permitted to use our Website.
12. Your personal information
We only use your personal information in accordance our Privacy Policy (available at Privacy Policy [link to Privacy Policy]). Please take the time to read our Privacy Policy as it includes important information and terms which apply to you.
13. Events outside of our control
13.1 In rare circumstances, events outside of our reasonable control may delay or prevent us from performing our obligations under the Contract. If these events occur, we will try to perform our obligations to you as soon as we can. We cannot, however, accept liability for any losses caused to you as a result of any delay or failure by us to perform our obligations where such delay or failure is due to an event which is outside of our reasonable control.
13.2 If an event outside of our reasonable control takes place that affects the performance of our obligations under the Contract:
13.2.1 we will contact you as soon as reasonably possible to notify you; and
13.2.2 our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the event outside of our reasonable control. Where the event outside of our reasonable control affects delivery of Products to you, we will arrange a new delivery date with you after the event outside of our reasonable control is over.
14. Changes to these Terms and Conditions
14.1 We may make changes to these Terms and Conditions from time to time (if, for example, we have made changes to how we accept payment from you, or if there is a change in the law that means we need to change these Terms and Conditions).
14.2 Every time you order Products from us, the Terms and Conditions in force at that time will apply to the Contract between you and us. The current version of these Terms and Conditions will be available on our Website. Please check the Terms and Conditions on our Website each time that you order Products from us to ensure that you understand the Terms and Conditions that apply at the time.
15. Other important information
15.1 We may transfer our rights and obligations under the Contract to another organisation, but this will not affect your rights or our obligations under these Terms and Conditions.
15.2 The Contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.3 Each of the sections of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections will remain in full force and effect.
15.4 If we fail to insist that you perform any of your obligations under these Terms and Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
15.5 These Terms and Conditions constitute the entire agreement between you and us and they supersede any and all earlier agreements between you and us.
16. Applicable Law and Jurisdiction
16.1 These Terms and Conditions are governed in Spain law. This means that the Contract for the purchase of Products through our Website, and any dispute or claim arising out of or in connection with it, will be governed by Spain law.
16.2 You and we both agree that the courts of Madrid, Spain will have exclusive jurisdiction of any disputes.
17. Contact Us
17.1. For further information and support in relation to the goods and arrangements for purchase through the Web Site, the customer can contact us by email at This email address is being protected from spambots. You need JavaScript enabled to view it. or by post to the following address:
INNOSSENCE COSMÉTIQUES, S.L.
C/Fundición, 4 BIS – Nave 28
28522 – RIVAS VACIAMADRID,
MADRID, ESPAÑA
**Terms and Conditions last updated September 2016.
