1- Introduction
This Website www.provocmakeup.com.lb, including all related micro-sites is operated by Fadi Sawaya SAL, trading as Provoc (“Provoc,” “we,” “us,” “our”), a limited liability company duly organised and incorporated in Lebanon under Commercial License No. 77602, Tax Registration No. 247556-601, with its registered address at Amanda Bldg, 30 Ramez Sarkis St, Badaro, Beirut, Lebanon, and whose paid-up share capital is LBP 100,000,000.00 (one hundred million Lebanese Pounds).
The user of the Website is referred to herein as “you” or “your.” The Website is provided to you for personal use, subject to these Terms and Conditions and any other rules or policies posted on the Website, including our Privacy Policy (collectively, the “Terms and Conditions”).
By accessing, browsing, or using the Website, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms and Conditions, you must cease using the Website immediately.
If you are under the age of 18, you are not to register as a User of the website and shall not transact on or use the website.
2- License to Use the Website
We grant you a limited, non-exclusive, non-transferable, and revocable personal licence to access and use the Website and its associated software solely for the purpose of browsing, purchasing products, and enjoying the services offered by Provoc, in accordance with these Terms and Conditions.
You shall not use the Website or any of its content for any commercial purpose or on behalf of any third party, unless we have given our prior written consent. Any breach of these Terms and Conditions shall result in the immediate and automatic revocation of this licence, without notice to you and without prejudice to any other rights or remedies available to Provoc.
3- Eligibility
The purchase of products through the Website is strictly limited to individuals who can lawfully enter into and form binding contracts under the laws of Lebanon. By placing an order, you represent and warrant that you meet this requirement.
To make purchases on the Website, you must provide accurate, complete, and current personal details, including your full legal name, valid mobile telephone number, valid email address, payment details, valid billing and delivery addresses, and any other information as requested. You represent and warrant that you are the person identified in the billing information provided and that the payment details you supply are valid and correct.
The Website is available only to persons who hold a valid credit or debit card issued by a bank who authorised Provoc to process charges on their card in the amount of the total purchase price, including any applicable delivery charges.
Products purchased through the Website are for personal or gift use only. Provoc reserves the right to restrict the quantity of any item shipped to a single customer or delivery address and to refuse or cancel orders at its sole discretion.
4- Account Responsibilities
You are solely responsible for maintaining the confidentiality of your account credentials, including your username and password. You agree to notify us immediately of any unauthorised access to or use of your account. Provoc shall not be liable for any loss or damage arising from your failure to safeguard your account information.
5- Orders and Acceptance
All products displayed on the Website are subject to availability. If we are unable to fulfil an order or supply a particular product after your order has been placed, we will notify you as soon as practicable, cancel the relevant portion of your order, and process a refund or re-credit to your account for any sums already charged.
All orders are subject to acceptance by Provoc. We reserve the right to refuse or cancel any order for any reason, including but not limited to inaccuracies or errors in product or pricing information, inability to obtain payment authorisation, shipping restrictions, failure to meet our quality-control standards, ineligibility under these Terms and Conditions, or any other issue identified by us.
Upon placing your order, you will receive an email acknowledging receipt of your order. This acknowledgement email does not constitute acceptance of your order. Acceptance occurs only upon completion of the packing of your order. The contract of sale is formed when we dispatch your order, at which point you will receive a second email confirming dispatch. The contract is concluded in Beirut, Lebanon, and the language of the contract is English.
Neither our third-party payment processor nor our nominated courier has the authority to accept an order on behalf of Provoc.
Provoc will retain a record of your transactions for a minimum of five (5) years from the date of the transaction.
6- Price and Payment
All product prices displayed on the Website are shown in USD (United States Dollar). These prices are inclusive of any applicable taxes. Delivery charges are displayed separately during the checkout process.
If your credit or debit card is denominated in a currency other than the one displayed on this website, the final amount charged will be calculated in accordance with the applicable exchange rate on the date your card issuer processes the transaction.
The displayed price and currency at the checkout page, will be the same price and currency printed on the transaction receipt and the amount charged to the card will be shown in your card currency.
Accepted Payment Methods:
Credit and debit cards: Visa, Mastercard, and American Express in USD
Cash on Delivery (COD): Payment is made in cash at the time of delivery.
All credit and debit card payments are subject to validation and authorisation by the card issuer. If the issuer refuses to authorise payment, we will not be liable for any resulting delay or non-delivery. We will cancel your order and contact you for an alternative payment method.
The name and details on the credit or debit card used must match the identification information held by the card issuer. Payment will be debited and cleared from your account upon dispatch of your order. You confirm that the card used is yours or that you have been specifically authorised by the cardholder to use it.
No credit or debit card details are stored, sold, shared, rented, or leased to any third party, except as required by our payment gateway service provider for transaction processing. Your card details are protected using SSL (Secure Socket Layer) encryption technology. While we take reasonable measures to secure your data, we cannot be held liable for any loss you may suffer if a third party obtains unauthorised access to data you provide, except where such loss is caused by our negligence.
By confirming your purchase at checkout, you agree to pay the full amount payable for the products in your order, including any applicable delivery charges.
7- Delivery
Deliveries are not made on weekends or public holidays. Public holidays are not counted as working days for the purposes of delivery timelines.
Estimated Delivery Times (from order confirmation):
Beirut: Two (2) to three (3) working days.
Other Lebanese Cities: Four (4) to seven (7) working days.
All delivery timelines are estimates only and time shall not be of the essence. Provoc is not responsible for delays or failures in delivery due to circumstances beyond our reasonable control, including where you are unavailable to accept delivery or request postponement.
If no one is available to accept delivery, the courier company will provide you with options to arrange an alternative delivery date or to collect your order.
Delivery Charges:
Delivery costs are displayed on the checkout page before you complete your order. Certain orders may qualify for free shipping, as indicated at checkout. Additional charges imposed by third parties after dispatch (such as customs duties or handling fees) are the customer’s responsibility and are not within Provoc’s control.
8- Orders outside of Lebanon
If you order products for delivery outside Lebanon, you will automatically be redirected to our other domain with the appropriate pricelist and currency applied. Your order may be subject to import duties and taxes levied by the destination country. You are solely responsible for the payment of all such duties and taxes. Provoc has no control over these charges and cannot predict their amount.
You must comply with all applicable laws and regulations of the destination country. Provoc shall not be liable for any breach by you of any such laws.
9- Cancellation, Returns, and Exchanges
9.1 Cancellation
You may cancel your order only if you contact our Customer Service on +961 76 500 194 before your order has been processed. Once your order has been processed, any cancellation request will be treated as a return under Section 9.2 below.
9.2 Returns
To initiate a return of products purchased online, please contact our Customer Service on +961 76 500 194 within seven (7) calendar days of receiving your order. A Customer Service agent will assist you with your return request.
Return Conditions:
Returned items must be unused, in their original condition, with all Provoc tags attached, in their original box and sealed packaging.
Products purchased during promotions or sales are not eligible for return.
Opened or used products will not be accepted for return.
Returns of damaged products are limited to manufacturing defects only and do not apply in cases of misuse or failure to follow product care instructions.
9.3 Refund Methods
Credit/Debit Card Payments (Online):
Once the returned products have been received and accepted at our warehouse, Provoc will process a refund to the original credit or debit card used for payment. Shipping, courier, customs, and clearance fees are non-refundable. Refunds may take fourteen (14) to thirty (30) business days to appear on your account, depending on your payment provider’s processing times.
Gift Returns:
If you received a product as a gift and wish to return it, please contact our Customer Service team. All returned gift items must be unused, with all Provoc tags attached, in their original condition, box, and packaging, and must be accompanied by the original invoice. Gift returns must be initiated within seven (7) calendar days of the original order date.
9.4 Exchanges
To exchange an item, please follow the return procedure set out in Section 9.2 above. Once your return is processed, you may place a new order for the desired item.
9.5 Refund Validity
Provoc reserves the right to monitor the frequency of returns and may, at its sole discretion, refuse to accept orders from customers who return products repeatedly or in a manner that suggests abuse of the return policy.
10- Discount Codes
Discount codes are valid for one-time use only and may not be applied retroactively.
Discount codes cannot be combined with other offers, promotions, or discount codes.
Discount codes are not valid for the purchase of gift cards or the payment of shipping charges.
Discount codes are non-refundable and have no cash value.
Discount codes are case-sensitive and must be entered exactly as provided.
Discount codes may be subject to a minimum order value and/or an expiry date, as specified at the time of issue.
Provoc reserves the right to cancel, modify, or withdraw any discount code at any time without prior notice.
By using a discount code, you agree to the terms and conditions applicable to that code. The specific terms of each discount code may vary and will be communicated at the time of issue.
11- Gift Cards
Gift Cards are redeemable only for purchases made at Provoc stores and on the Website (www.provocmakeup.com) within the country of issuance. The minimum value that may be loaded onto a Gift Card is USD 15 (or local currency equivalent) and the maximum is USD 1,400 (or local currency equivalent).
Gift Cards are prepaid cards valid for a period of up to twelve (12) consecutive calendar months from the date of purchase, after which they are no longer usable. The currency loaded onto the Gift Card is the currency of the country of issuance.
A Gift Card is not a cheque guarantee, debit, credit, or charge card.
Once purchased, a Gift Card is non-refundable and cannot be redeemed or exchanged for cash. A Gift Card may not be used to purchase another Gift Card.
When a Gift Card is used for a purchase, the purchase amount will be deducted from the card balance. If the purchase total is less than the available balance, the remaining balance will be retained on the card for future use. No cash change will be given. If the purchase total exceeds the Gift Card balance, the difference must be paid using an alternative payment method.
You may check the remaining balance on your Gift Card by contacting the support team
Exchanges of products purchased online with a Gift Card will be processed in accordance with Provoc’s standard exchange policy. Returns and refunds are not allowed for products purchased with Gift Card.
You should use the full value of a Gift Card prior to its expiry date (up to twelve (12) consecutive calendar months from purchase). No extension of validity will be granted. Any remaining balance on a Gift Card after the expiry date will be forfeited for the benefit of the issuer.
Gift Cards are issued at the bearer’s risk. The value of any lost, damaged, or stolen Gift Card will not be replaced.
If you experience any issues with your Gift Card, please contact us at +961 76 500 194.
Provoc may, from time to time, take actions or make changes as necessary for fraud prevention, funds protection, compliance with applicable laws or regulations, operational requirements, or improvement of Gift Card functionality. Such actions may include, but are not limited to: (a) amendments to these Gift Card terms; (b) cancellation of a Gift Card and refund of any outstanding balance; or (c) suspension or restriction of all or part of the Gift Card’s operation.
Each Gift Card has a unique redemption value, purchase requirement, validity period, and applicable exclusions, as specified on the card itself. Please refer to your individual Gift Card for detailed information.
The Gift Card programme in Lebanon is operated by Fadi Sawaya SAL.
12- Website Availability
You acknowledge that: (i) it is technically impracticable to guarantee that the Website will be free from defects or errors; (ii) defects may lead to temporary unavailability of the Website; and (iii) the performance of the Website may be adversely affected by factors outside Provoc’s control, including but not limited to transmission and telecommunication links between Provoc, you, and other networks.
Provoc may, at any time and without prior notice, temporarily or permanently modify, suspend, or discontinue all or part of the Website for maintenance, improvements, or any other reason. Provoc shall not be liable for any modification, suspension, or interruption of the Website.
13- Limitation of Liability
Your use of the Website, its services, and any products available thereon is at your own risk. Unless otherwise expressly stated in these Terms and Conditions, you assume full responsibility and risk of loss arising from your use of the Website.
To the maximum extent permitted by applicable law, under no circumstances and under no legal or equitable theory—whether in tort, contract, strict liability, or otherwise—shall Provoc, its affiliates, employees, directors, or officers be liable to you or any other person for any indirect, special, incidental, or consequential losses or damages of any nature arising out of or in connection with the use of, or inability to use, the Website. This includes, without limitation, damages for loss of profits, loss of goodwill, loss of data, work stoppage, accuracy of results, or computer failure or malfunction, even if an authorised representative of Provoc has been advised of or should have known of the possibility of such damages.
Subject to the foregoing, in no event shall Provoc’s total aggregate liability exceed the amount paid by you for the specific product(s) giving rise to the claim. You hereby release Provoc from any and all obligations, liabilities, and claims in excess of this limitation.
14- Credit Checks and Fraud Prevention
By placing an order, you expressly authorise Provoc to perform credit checks and to transmit or obtain your credit or debit card information and credit report information (including any updated information) to or from third parties, as reasonably necessary to authenticate your identity, validate your card, obtain payment authorisation, and authorise individual purchase transactions.
You agree that we may use personal information you provide to conduct appropriate anti-fraud checks. Such information may be disclosed to a credit reference or fraud prevention agency, which may retain a record of that information in accordance with applicable law. Please refer to our Privacy Policy for further details on how we use your data.
15- Intellectual Property
All content on the Website—including but not limited to text, graphics, logos, images, photographs, software, and the compilation thereof—is the property of Provoc or its content suppliers and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, create derivative works from, publicly display, or otherwise exploit any content from the Website without our prior written consent.
16- Disclaimer of Warranties
The Website is provided by Provoc on an “as is” and “as available” basis. To the fullest extent permitted by applicable law, Provoc makes no representations or warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, satisfactory quality, reasonable care and skill, or non-infringement.
Without limiting the foregoing, Provoc disclaims all warranties, express or implied, with respect to the operation of the Website, the information, content, or materials included on it, and any merchandise offered for sale through it. You acknowledge that your use of the Website is at your sole risk.
This disclaimer does not affect any product warranty offered by the manufacturer of a product. This disclaimer constitutes an essential part of these Terms and Conditions.
17- Force Majeure
Provoc shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from circumstances beyond Provoc’s reasonable control (“Force Majeure Event”). Force Majeure Events include, but are not limited to: natural disasters, epidemics, pandemics, acts of God, war, terrorism, civil unrest, government actions or sanctions, supply chain disruptions, labour disputes, power failures, internet or telecommunications failures, cyberattacks, and any other events that are unforeseeable or, if foreseeable, unavoidable.
In the event of a Force Majeure Event, Provoc’s obligations shall be suspended for the duration of the event. Provoc will use reasonable endeavours to mitigate the effects of the Force Majeure Event and to resume performance of its obligations as soon as reasonably practicable. If a Force Majeure Event continues for more than sixty (60) consecutive days, either party may terminate the affected order by providing written notice to the other party.
18- Safety and Allergy Disclaimer
While all Provoc products undergo allergy and sensitivity testing prior to production, individual reactions may vary. Provoc does not warrant that its products will be suitable for all skin types or free from the possibility of causing an allergic reaction or irritation in any individual user.
Before using any Provoc product for the first time, you are strongly advised to:
Carefully read the full list of ingredients printed on the product packaging.
Perform a patch test by applying a small amount of the product to a discreet area of skin (such as the inner wrist or behind the ear) and waiting at least 24 hours to check for any adverse reaction.
Consult a dermatologist or qualified healthcare professional if you have known allergies, sensitive skin, or any pre-existing skin conditions.
Discontinue use immediately if irritation, redness, swelling, or any other adverse reaction occurs, and seek medical advice if symptoms persist. Provoc shall not be held liable for any adverse reactions, injury, or damage resulting from the use or misuse of its products, failure to follow product instructions, or failure to perform a patch test, except where such liability cannot be excluded by applicable law.
Provoc products are intended for external cosmetic use only. Keep products out of reach of children. Avoid direct contact with eyes. In case of contact with eyes, rinse thoroughly with clean water and seek medical attention if irritation persists.
19- Product Storage and Shelf Life
Provoc products should be stored in accordance with any instructions provided on the product packaging. Unless otherwise stated, products should be stored in a cool, dry place, away from direct sunlight, excessive heat, and humidity.
Each product displays a Period After Opening (PAO) symbol on its packaging, indicating the recommended timeframe (in months) within which the product should be used after first opening. You are advised to adhere to the PAO guidance and to note the date on which you first open a product.
Provoc shall not be held liable for any deterioration in product quality, performance, or safety arising from improper storage, exposure to extreme conditions, use beyond the stated shelf life or PAO period, or any failure to follow the storage and usage instructions provided on the product packaging. Claims relating to product quality or defects will not be accepted where the product has been stored or used in a manner inconsistent with the instructions provided.
20- Shade and Colour Accuracy Disclaimer
Provoc makes every effort to display product colours and shades on the Website as accurately as possible. However, the actual colours you see on your screen depend on a number of factors outside Provoc’s control, including your device’s display settings, screen calibration, resolution, brightness, and the lighting conditions in which you view the Website.
As a result, Provoc cannot guarantee that your device’s display of any product colour, shade, texture, or finish will be an exact representation of the physical product. Minor variations between the on-screen appearance and the actual product do not constitute a defect or a basis for return or refund.
If accurate colour matching is important to you, we recommend visiting a Provoc retail store to view the product in person before purchasing, or contacting our Customer Service team for guidance.
21- Governing Law and Jurisdiction
These Terms and Conditions, and any purchase, dispute, or claim arising out of or in connection with the Website, shall be governed by and construed in accordance with the laws of Lebanon. You hereby irrevocably submit to the exclusive jurisdiction of the courts of Beirut, Lebanon.
22- Transaction Records
The cardholder must retain a copy of transaction records, as well as these Terms and Conditions, for your personal records.
23- Amendments
Provoc reserves the right to modify, amend, or update these Terms and Conditions at any time. Any changes will be effective immediately upon publication on the Website. Your continued use of the Website following the posting of changes constitutes your acceptance of those changes. We encourage you to review these Terms and Conditions periodically.
24- Contact Information
For any questions regarding these Terms and Conditions, please contact us:
Company Name: Fadi Sawaya SAL
Email: info@provocmakeup.com
Phone: +961 76 500 194
Address: Amanda Bldg, 30 Ramez Sarkis St, Badaro, Beirut, Lebanon