ANTI-DIVERSION POLICY
WHAT IS DIVERSION?
If you don't know the answer to this question - you're not alone. Nine out of ten consumers do not know what diversion is. But you probably have witnessed it. Diversion occurs when products are sold in “unauthorized” places. Genuine L'Oréal Professionnel products are sold only in authorized salons, spas, authorized salon related websites, Ulta, Ulta.com, and LookFantastic.com.
WHY DIVERSION IS BAD?
Diverted products can be counterfeit, diluted formulas, or old, expired formulas that may not be safe to use. This means if you buy our products in a supermarket, drugstore or any other outlet other than an authorized location, we cannot guarantee that it is an authentic L'Oréal Professionnel product that will perform as tested.
ARE YOU IN DANGER?
You could be. Contaminated or counterfeit products could cause irritation or even infection.
WHO IS DIVERTING PRODUCTS?
Products are diverted by unauthorized distributors and salons or their employees, plus other dishonest individuals who see profit in piracy.
SALON PRODUCT GUARANTEE
Built on the heritage of protein and acid pH, our pioneering research has led to the most advanced products in the professional industry. Technology is an integral part of every L'Oréal Professionnel product. We are so sure that you will find L'Oréal Professionnel products to be the most advanced formula, that we offer consumers a quality assurance money-back guarantee. If within 4 weeks of the date of purchase you have been exclusively using a L'Oréal Professionnel product and you are not satisfied with the performance, please follow the instructions below and we will provide you with a full refund:
Send via a ground shipment and postmarked within 4 weeks from date of purchase, the unused portion in its original package along with the original receipts with your purchase price and authorized retailer information circled to:
L'Oréal Professionnel Consumer Affairs
PO Box 2007
Westfield, NJ 07091-2007
We strive for 100% customer satisfaction. Please indicate the reason why you are returning the product on the back of your official receipt.
To ensure a full refund, you MUST have purchased the product from an authorized retailer. L'Oréal Professionnel can only guarantee the performance of our products when purchased through an AUTHORIZED salon, spa, authorized salon related website, Ulta, Ulta.com, and LookFantastic.com. If you have purchased any of our products from any of the following, we CANNOT guarantee that the products are within our standards and therefore will NOT be able to provide you with a refund.
UNAUTHORIZED SALES OUTLETS:
Any Mass Retailer except Ulta
Any Mass Discount Store
Drugstore
Grocery Store
Websites other than Authorized Salon Related Websites, Ulta.com and LookFantastic.com
Please purchase L'Oréal Professionnel products from salons, spas or Ulta who can offer you the best service and product recommendations for your hair. Only products purchased in authorized salons, spas, authorized salon related websites, Ulta, Ulta.com, and LookFantastic.com are guaranteed to perform to our standards. Thank you for supporting your salon and spa community.
The content of this policy is only applicable to the United States. L'Oréal Professionnel reserves the right to update, revise or discontinue the program in the future.
STOP DIVERSION
WHAT YOU CAN DO TO HELP STOP DIVERSION?
Don't risk it, don't buy it! And tell your friends about the potential danger of diverted products! If you see a L'Oréal Professionnel product for sale outside a salon or at Ulta, please send us an e-mail to [email protected] with the city, state and name of the location where you saw the products. You can also call 800-503-3997 to report diverters. We will conduct a full investigation.
WHAT IS L’OREAL PROFESSIONNEL DOING TO STOP DIVERSION?
In order to protect L'Oréal Professionnel salons and to ensure that consumers only receive the highest quality L'Oréal Professionnel products appropriate for their specific hair needs, L'Oréal Professionnel continues in its commitment to aggressively combat diversion:
A former FBI agent developed the strategies and oversees the implementation of L'Oréal Professionnel’s anti-diversion program.
Exclusive product coding is used to track the movement of L'Oréal Professionnel products. This is the method for tracing products to industry diverters.
L'Oréal Professionnel representatives undertake regular sample sweeps at unauthorized retail outlets in the U.S. These products are subsequently decoded in an effort to identify diverters. Ongoing intelligence procedures uncover diversion schemes, including those involving stores and misuse of the Internet.
If you would like to report a diversion or brand protection issue, please contact our Brand Protection Department at [email protected]