© Obagi Cosmeceuticals LLC. All rights reserved.
Customer Care
ONLINE ORDERING & RETURN POLICY
If you decide to purchase a product through Obagi.co.za (the “Site”), you should be aware that in addition to the Terms of Use, your purchase will be subject to the following Online Ordering & Return Policy.
By using the Site to purchase products, you agree to the terms of this Online Ordering & Return Policy, as may be amended from time to time. If you do not consent to the terms of this Online Ordering & Return Policy, do not use the Site.
Except as otherwise noted in this Online Ordering & Return Policy, price, specifications, and terms of offer are subject to change without notice. Products purchased from Obagi Cosmeceuticals LLC (“Obagi”) may not be resold, redistributed, or modified for resale at any time or in any manner without the express written consent of Obagi.
Product Orders
To order an Obagi® product through the Site, simply add the product to your shopping cart. Once you have finished browsing the Site and are ready to purchase your product(s), you can proceed to the check-out to complete the purchase. You should note that placing a product in your shopping cart does not reserve the price that is shown at that time. It is possible that a product price may increase or decrease between the time you place the product in your cart and the time you complete your purchase through the check-out function.
The product prices listed on the Site are the prices for the products only, and do not include charges for sales tax or shipping and handling. Please note that certain orders may constitute an improper use of the Site and its services. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Your account may also be restricted or terminated for any reason, at our sole discretion. We may also require additional verification or information before accepting any order. We will contact you if additional information is required to accept your order. We also reserve the right, at our sole discretion, to prohibit sales to dealers or resellers.
Payment Options
Obagi accepts Visa, MasterCard and EFT. You will be prompted to enter payment information at the last step of checkout. Credit card information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.
For your convenience, you will not be charged until your payment method is authorized, the order information is verified for accuracy and your order is ready to ship. After you place an order, you will receive an e-mail from us confirming the acceptance of your order and processing of your payment. There are some situations that may result in your order being canceled, including limitations on quantities that we have available for purchase, inaccuracies or errors in product or pricing information or problems identified by our credit card processing service. We will contact you if all or any portion of your order is canceled or denied. If your order is canceled after your credit card has been charged, a credit to your credit card will be issued in the amount of the charge.
Sales Tax
All orders shipped from Obagi.co.za will be subject to sales tax. The product prices listed on the Site do not include sales tax. Sales tax is generally calculated on the total selling price of each individual item. In accordance with state tax laws, the total selling price of an item will generally include item-level shipping and handling charges, item-level discounts, and an allocation of order-level shipping and handling charges and order-level discounts.
The tax rate applied to your order will generally be the combined state and local rates for the address where your order is shipped. Note that many factors can change between the time you place an order and the time your credit card charge is authorized, which could affect the calculation of sales taxes. As a result, the amount appearing on your order as “estimated sales tax” may differ from the sales taxes ultimately charged. We also offer a selection of shipping options that could change the calculation of sales tax. Thus, we cannot know with certainty how allocations of shipping charges and promotional discounts will be made to individual items when we quote estimated taxes at the time your order is placed.
Maximum Purchase Policy
We reserve the right, at our sole discretion, to limit the quantity of items purchased per person, per household or per order. These restrictions may be applicable to orders placed by the same account, the same credit card, and to orders that use the same billing and/or shipping address.
Promotional Offers and Codes
From time to time, we may offer various promotions, such as free shipping. The promotions may be advertised online, via social media, sent via e-mail or regular mail to those who have an account on Obagi.co.za and request to receive promotional offers from us. These promotions will contain an alphanumeric code that can be used on the Site by entering the code in the “Promo Code” box during the check-out process. The terms of each promotion, including its expiration date and any requirements that must be met to qualify for the promotion, will be included with the code itself. Promotional codes are not redeemable for cash.
Order History
If you registered for an account on Obagi.co.za, you will be able to view all online orders placed within your Account Profile.
Order Tracking
Once your order has shipped, you will receive a Shipping Confirmation email with a tracking number for your order. Please allow 1-2 business days for the processing of all orders.
Shipping
*Please note that all orders generally take 1-2 business days to process provided that the items are in stock and your payment has been verified, although we do not guarantee that all orders will be processed within this time frame. We do not process orders during the weekends or on holidays. You should be aware that the shipping times listed above are in addition to the processing time.
Obagi strives to have all products listed on the Site in stock and available for sale at all times. However, there may be instances where a product becomes out of stock between the time you place an order and your order is processed. If that occurs, we will send you an email notifying you that the item(s) is out of stock and will give you the option to have us ship you all items in the order that are currently available, or cancel the order.
Obagi processes orders Monday – Friday (except for holidays) in the order in which they are received.
RETURNS
Returns Policy
Unwanted, Defective Goods or Adverse Reactions
This policy forms part of the Med Ceuticals (Obagi) Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.
In accordance with the Consumer Protection Act, if You have received a product from Med Ceuticals and found that the Product is defective in any way or leaking, or if the pump or nozzle mechanism is defective, or if you no longer want the product. Please contact our Customer Service department at 0860 767 020 or via e-mail at customer-service@medceuticals.co.za within seven (7) working days of delivery.
Returns and Refunds:
- Unwanted Products
Upon delivery, if You no longer want the product you have ordered, you may return it to our physical premises as stated below within 14 days of order date, at your own cost. The product can be returned on the condition that the product is unopened, and the original packaging is still intact, we will provide you with a credit or an exchange. We do not provide monetary refunds in these circumstances.
- We are entitled to refuse a return if the unwanted product is returned damaged, not in a re-saleable condition or missing any pump or nozzle mechanism.
- Defective products or Adverse events
We do our best to ensure that the products we deliver to you are of a high quality and without defects.
- Some products sold on the Website contain active ingredients. These products can cause temporary, mild irritation of the skin upon initial use thereof. We recommend using these products not more than three times per week initially and then gradually increasing to daily use. If You have developed a more severe reaction to any of these products supplied by us, please contact us on our Customer Care Line at 0860 767 020 or via e-mail at customer-service@medceuticals.co.za
- Our courier is entitled to refuse collection of a product that is not properly packaged for transport. Once we have inspected the product and validated your return, we provide you with a replacement, or credit.
- Please bear in mind that refunds can take 5 – 10 working days to reflect in your account.
The Consumer Protection Act provides the following guidelines with regards to returns:
- Obagi Products must have been purchased directly from Med Ceuticals. We cannot accept returns of products purchased from other channels.
- Products must be returned within 15 days of the order date.
- Please include a copy of your proof of purchase when submitting your claim.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- We cannot accept returns or issue refunds on used products unless in the case of an adverse event that has been confirmed by your physician.
*Bundle deals, Promotion or Sale items:
Only regular priced items may be refunded, unfortunately Bundle deals, Promotion or Sale items cannot be refunded.
What is Obagi’s Return Policy?
Your satisfaction with Obagi® products is very important to us and we strive to provide you with only the best product and purchase experience. You should note that this Return Policy applies only if you have purchased your product from Obagi.co.za. If you have purchased a product at a physician’s office, you should check with the physician about their return policy, which will apply to your purchase.
If you are dissatisfied with any purchase you have made through this Site, you have the option of returning any unopened product for a refund within 30 days of the shipment date stated on the invoice and request a Return Merchandise Authorization (RMA).
To request a Return Merchandise Authorization (RMA), please visit the “Contact Us” page and select “Request a Return Authorization” from the dropdown menu. Briefly describe the reason for the return in the message box. An Obagi customer service representative will be happy to assist you further. Please allow up 2 business days for response.
If a return authorization is granted, you will be issued a pre-paid return shipping label to ship your order back to Obagi. Once the item(s) is received, you will receive a Return Confirmation email and you will be issued a full refund to the original form of payment. We ask that you allow up to 7 business days for the credit process to reflect in your account.
Items received more than 30 days after purchase date or that have been opened may not be returned.
Items purchased in a skin care professional’s office or elsewhere must be returned to their original point of purchase.
Can I return the product that I purchased from my physician’s office to Obagi Corporate?
No. Items purchased in a skin care professional’s office or elsewhere must be returned to their original point of purchase.
ORDER CHANGES AND CANCELLATIONS
Orders submitted on our website process and ship very quickly. Regrettably, we cannot cancel or modify orders. We are sorry for any inconvenience this may cause. After processing, you should expect your order to be delivered by The Courier Guy in approximately 3-5 business days, unless an expedited method of shipping was requested. To receive a full refund to your original form of payment, please follow the process set forth above. Your order, or part of your order, may have been cancelled by our system for the following reasons:
- Item(s) is unfortunately not available.
- Obagi cannot ship to address provided, freight forwarders.
- We experienced difficulties in processing your payment information. For example, you entered in a billing address or zip code that is not associated with that credit card.
- You have not responded to emails sent regarding the following: declined credit card; incorrect billing information; verification of billing/shipping address.
You will receive an email notification if your order is cancelled. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact us.