Terms of service
Terms of Service — MazenOnline
Last updated: 4 September 2026 Effective date: 4 September 2026
1. Introduction and acceptance
1.1 These Terms of Service (the "Terms") govern your access to and use of the website mazenonline.com, its subdomains, our mobile applications, and any related pages or services we operate (together, the "Site"), and all purchases made through them.
1.2 The Site is owned and operated by Mazen Group S.A.L., a Lebanese joint-stock company registered on 2 June 2015, trading under its registered trademark MazenOnline ("MazenOnline", "we", "us", "our").
1.3 By browsing the Site, creating an account, or placing an order, you confirm that you have read, understood and accepted these Terms, together with our Privacy Policy, Shipping Policy and Return & Refund Policy, which are incorporated into these Terms by reference. If you do not accept them, please do not use the Site.
1.4 These Terms are concluded electronically and are legally binding under Lebanese Law No. 81 of 2018 on Electronic Transactions and Personal Data. Ticking the acceptance box at checkout, or completing an order, constitutes your electronic signature and consent.
1.5 Nothing in these Terms excludes or limits any right you have as a consumer under Lebanese Law No. 659/2005 on Consumer Protection or any other mandatory provision of Lebanese law. Where any clause conflicts with such a provision, that provision prevails and the rest of these Terms remain in force.
2. Who we are
| Legal entity | Mazen Group S.A.L. |
| Trading name / trademark | MazenOnline (registered trademark) |
| Date of registration | 2 June 2015 |
| Commercial Register No. | C.R. 1019875, Commercial Register of Beirut |
| VAT registration No. | 3076027-601 |
| Registered address | Beirut — Corniche Al Mazraa — Sinno Building, 1st Floor, Lebanon |
| info@mazenonline.com | |
| Telephone / WhatsApp | +961 71 910 075 |
| Working hours | [Monday–Saturday, 9:00–18:00 Beirut time] |
3. Definitions
- "Customer", "you" — any natural or legal person who browses the Site, creates an account, or places an Order.
- "Consumer" — a Customer purchasing for purposes outside a professional or commercial activity, as defined in Law No. 659/2005.
- "Order" — a request submitted by you through the Site to purchase one or more Products.
- "Product" — any cosmetic, dermo-cosmetic, parapharmacy, personal care, food supplement, medical device, accessory or other item listed for sale on the Site.
- "Bundle" — a set of Products sold together at a combined price, whether displayed as separate components or as a single item (for example "buy 1 get 1" offers).
- "Content" — all text, images, videos, product data, descriptions, logos, layouts, code and design elements appearing on the Site.
4. Eligibility
4.1 If you are under 18, you may use the Site only with the involvement and consent of a parent or legal guardian, who will be responsible for the Order and for payment.
4.2 We sell to end consumers for personal use. Purchases for the purpose of commercial resale, re-export or distribution require our prior written agreement, and we may refuse or cancel Orders that appear to be placed for resale.
5. Your account
5.1 You may browse the Site without an account, but you may need to register or check out as a guest to place an Order.
5.2 You are responsible for keeping your account credentials confidential and for all activity carried out through your account. Notify us immediately at info@mazenonline.com if you believe your account has been accessed without authorisation.
5.3 You agree to provide accurate, current and complete information, including your full name, delivery address, and a valid mobile number, and to keep it up to date.
5.4 We may suspend, restrict or close an account where we reasonably believe it has been used in breach of these Terms, in connection with fraud or payment abuse, or to place Orders with false, incomplete or unreachable contact details.
6. Phone number verification
6.1 Because delivery in Lebanon depends on telephone contact, we may require you to verify your mobile number by entering a one-time code (OTP) sent by SMS or WhatsApp before an Order is confirmed.
6.2 You confirm that any number you submit belongs to you or that you are authorised to use it, and you consent to receiving service messages at that number relating to verification, order status and delivery. Standard carrier charges may apply.
6.3 We may cancel Orders where verification fails, where the number provided is invalid, or where the courier is unable to reach you after [three (3)] documented attempts.
7. Nature of the Products — important health notice
7.1 MazenOnline sells cosmetics, dermo-cosmetic and parapharmacy products, personal care items, food supplements, accessories, and, where applicable, medical devices. We do not sell prescription medicines through the Site.
7.2 Nothing on the Site is medical advice. Product descriptions, ingredient lists, blog articles, skin quizzes, skin analysis tools, chat assistants, recommendation engines and any similar features are provided for general information and convenience only. They are not a diagnosis, treatment, prescription or substitute for consultation with a physician, dermatologist or pharmacist.
7.3 You should always read the manufacturer's label, leaflet, warnings and ingredient list before use, and perform a patch test where recommended. If you are pregnant or breastfeeding, are treating a medical condition, are taking medication, or have known allergies or sensitive skin, consult a qualified healthcare professional before using any Product.
7.4 Any automated skin analysis, questionnaire or recommendation feature produces indicative suggestions only, based on the information and images you supply. Results are not clinically validated diagnoses and should not be relied upon as such.
7.5 Food supplements are not a substitute for a varied and balanced diet. Do not exceed the recommended daily dose stated by the manufacturer.
7.6 If you experience an adverse reaction to a Product, stop using it, seek medical attention where appropriate, and inform us at info@mazenonline.com so that we may notify the brand or the relevant authority.
8. Products, descriptions and availability
8.1 We take care to describe Products accurately, but descriptions, ingredient lists (INCI), directions for use and claims originate from the manufacturer or brand owner and may be updated by them without notice. The manufacturer's own packaging and leaflet prevail over the Site.
8.2 Photographs are illustrative. Colours may vary with your screen, and manufacturers regularly change packaging, formulation, size and country of manufacture. Minor differences between the image and the Product delivered are not a defect.
8.3 All Products are genuine and sourced through [our authorised supply channels]. Unless expressly stated on the product page.
8.4 Listing a Product does not guarantee availability. Stock levels shown on the Site are indicative and may change between the moment you add an item to your basket and the moment we process your Order.
8.5 We may add, withdraw, reformulate or discontinue Products at any time without liability.
9. Prices, currency and taxes
9.1 Prices are displayed in US Dollars (USD) and, unless expressly stated otherwise, include VAT at the applicable Lebanese rate. Delivery charges are shown separately at checkout before you confirm the Order.
9.2 The total amount payable — Products, delivery, and any applicable taxes or fees — is displayed to you before you confirm the Order. No additional charges will be added afterwards.
9.3 Where payment is made in a currency other than the currency of display, conversion is applied at the rate shown at checkout. Bank, exchange, transfer or payment-provider fees are borne by you.
9.4 We may change prices at any time, but changes do not affect Orders we have already accepted. We will not charge you more than the price displayed at the time you placed your Order.
9.5 If a Product is listed at an obviously incorrect price as a result of a technical, human or supplier error, we may cancel the Order and refund you in full. We will notify you before doing so and give you the option to reconfirm at the correct price.
10. Promotions, discount codes and Bundles
10.1 Promotions, discount codes, gifts-with-purchase and Bundles are valid for the period and quantities stated. Where no period or quantity is stated.
10.2 Unless stated otherwise, discount codes: apply to a single Order; cannot be combined with other codes or promotions; do not apply to delivery charges, gift cards or already-discounted items; have no cash value; and are not transferable or resaleable.
10.3 Bundles are sold as a unit. Where you return a Bundle, all of its components must be returned together. Where a free or promotional gift was issued with an Order and you return the qualifying Products, the gift must be returned as well or its retail value will be deducted from your refund.
10.4 We may cancel Orders and void codes obtained through error, duplication, automated tools, or misuse.
11. Placing an Order and formation of the contract
11.1 Product listings are an invitation to treat, not a binding offer.
11.2 Your submission of an Order is an offer to buy. The automatic confirmation email or message you receive acknowledges receipt of your Order — it does not conclude the contract.
11.3 The contract is formed only when we send you a dispatch confirmation, or when we expressly confirm acceptance of the Order.
11.4 We may refuse or cancel an Order, in whole or in part, before dispatch where: the Product is out of stock; the price or description contained an error; verification of your identity, address or telephone number failed; payment was declined or is suspected to be fraudulent; the quantity ordered suggests resale; delivery to your location is not reasonably possible; or a previous Order from you was refused on delivery without cause. Where you have already paid, we refund the affected amount in full.
11.5 Partial fulfilment and out-of-stock items. Availability is confirmed only when we prepare your Order. Where an item is unavailable at that moment, we may fulfil the remainder of the Order and remove the unavailable item, without this affecting the validity of the rest of the Order. In that case: a. the removed item is identified on your invoice and in your dispatch confirmation; b. for cash-on-delivery Orders, its price is deducted from the amount due on delivery; c. for prepaid Orders, its price is refunded to you within [fourteen (14)] days by the original payment method. We do not substitute a different Product for an unavailable one without your agreement.
11.6 An invoice is issued for every Order and is sent to you electronically or provided with the delivery.
11.7 We retain electronic records of Orders and contracts and can provide you with a copy on request.
12. Payment
12.1 We accept: [cash on delivery (COD); credit and debit cards through our payment provider; Whish Money.
12.2 Card payments are processed by third-party payment providers. We do not store or have access to your full card details. Their handling of your data is governed by their own terms and privacy policies.
12.3 For cash on delivery, please have the exact amount ready in USD. The courier is not obliged to provide change in a different currency.
12.4 Payment for Orders shipped outside Lebanon must be made in advance; cash on delivery is not available for international Orders.
12.5 Title to the Products passes to you only upon full payment. Risk passes on delivery, as set out in clause 13.
12.6 Repeated refusal of cash-on-delivery Orders on arrival, without a valid reason, may lead us to require prepayment for future Orders or to close your account, and we reserve the right to claim the delivery costs incurred.
13. Delivery within Lebanon
13.1 We deliver across Lebanon through our own drivers and third-party courier partners to the areas listed at checkout.
13.2 Delivery times shown on the Site are estimates, typically 1–2 working days for [Beirut and Mount Lebanon] and 2–5 working days for other governorates, counted from dispatch. They are not guaranteed and exclude Sundays and official public holidays.
13.3 Delivery charges are shown at checkout. Orders above USD 30 qualify for free delivery where indicated.
13.4 The courier will contact you on the number you provided. Please make sure someone is available to receive and pay for the Order. If delivery fails after three (3) attempts, or if we cannot reach you within seven (7) days, the Order may be cancelled and, where prepaid, refunded less the delivery costs actually incurred.
13.5 Risk of loss or damage passes to you on delivery to you or to any person at the delivery address who accepts the parcel.
13.6 Please inspect the parcel in the presence of the courier. Report visible damage, tampering or missing items to us within 24 hours of delivery, with photographs of the parcel and its contents.
13.7 If we fail to deliver within the period we promised, you may set a reasonable additional period and, if we still fail to deliver, cancel the Order and receive a full refund or, at your choice, an equivalent replacement.
14. International orders
14.2 You are the importer of record. You are responsible for ensuring the Products may lawfully be imported into the destination country, and for all customs duties, import taxes, clearance fees and local charges, which are payable by you and are not included in the price unless expressly stated.
14.3 Some Products, in particular supplements, aerosols, flammable items and certain cosmetics, cannot be shipped internationally or may be held or destroyed by customs. We are not liable for Products seized, delayed or destroyed by customs, nor for refunding related duties.
14.4 Delivery estimates for international Orders are indicative and depend on the carrier and customs.
15. Cancellation, returns and refunds
15.1 Right to cancel. As a Consumer buying at a distance, you may cancel your purchase within ten (10) days, in line with Lebanese consumer protection rules, without giving a reason, subject to the exceptions below. The period runs from the day you receive the Products.
15.2 How to cancel. Notify us at info@mazenonline.com or +961 71 910 075 within that period, quoting your Order number. We will confirm the return method. Then return the Products within seven (7) days of notifying us.
15.3 Condition of returns. Products must be returned unused, in their original, undamaged and unopened packaging, with all seals, cellophane, boxes, leaflets and free gifts intact, and with the invoice.
15.4 Exceptions — Products that cannot be returned. For reasons of hygiene, health protection and Lebanese law, the right to cancel does not apply to: a. Products that have been opened, unsealed, used, tested or had their protective seal removed — including creams, serums, make-up, brushes, applicators, oils, and any product in direct contact with skin, eyes, lips or hair; b. food supplements, oral products and baby feeding items once unsealed; c. products made to order, personalised, or mixed or prepared specifically for you; d. items sold as final sale, clearance, or with a short expiry clearly disclosed at the time of purchase; e. gift cards and digital items; f. products stored outside the manufacturer's stated conditions after delivery. These exceptions do not apply where the Product is defective, damaged or not what you ordered (see clause 16).
15.5 Return costs. Where you cancel without a fault on our side, the cost of returning the Products is fee of USD 4$ is deducted. Where the return is due to our error or a defective Product, we bear the cost.
15.6 Refunds. Once we receive the Products and confirm they meet the conditions above, we refund you within fourteen (14) days, using the same method you used to pay where possible. Cash-on-delivery Orders are refunded by cash, Whish Money, or bank transfer. Original delivery charges are refunded only where the Product was defective, damaged or incorrect.
15.7 Exchanges. Exchanges are available for the same Product in a different variant, subject to stock within the same period and under the same conditions.
15.8 Refunds are issued in the currency in which payment was made. We are not responsible for exchange-rate differences or bank fees applied by your bank or payment provider.
16. Defective, damaged or incorrect Products
16.1 If a Product arrives damaged, defective, expired, or is not the Product you ordered, contact us within 48 hours of delivery with your Order number and clear photographs.
16.2 Where the claim is confirmed, you are entitled, at your choice and as available, to a replacement, a repair where applicable, or a full refund including delivery charges. You do not bear the return cost.
16.3 This clause does not cover damage caused after delivery by misuse, incorrect storage, exposure to heat or sunlight, or use contrary to the manufacturer's instructions.
16.4 Manufacturer warranties, where they exist, apply in addition to and do not limit your rights under Lebanese law.
17. Reviews and customer content
17.1 You may be able to submit reviews, ratings, photographs, questions or comments ("Customer Content"). You must own the rights to what you submit.
17.2 Customer Content must be truthful and based on genuine experience with the Product. It must not be false, misleading, defamatory, offensive, obscene, discriminatory, infringing, or contain personal data of others, medical claims, spam or advertising.
17.3 By submitting Customer Content you grant us a worldwide, royalty-free, non-exclusive, transferable licence to use, reproduce, adapt, publish, translate and display it in connection with the Site and our marketing, including on social media, for as long as we operate. You may ask us to remove your content at any time.
17.4 We may moderate, edit for length or clarity, decline to publish or remove Customer Content. We do not publish fabricated reviews or manipulate ratings.
17.5 Customer Content reflects the personal views of individual customers and is not our recommendation, endorsement or medical advice.
18. Affiliate, influencer and referral programmes
18.1 Where we operate an affiliate, referral or influencer programme, participation is governed by separate terms accepted on enrolment, which apply in addition to these Terms.
18.2 Affiliates and influencers must clearly disclose their commercial relationship with MazenOnline in all promotional content, as required by Lebanese law, and must not make health, therapeutic or before-and-after claims that are not substantiated by the brand.
18.3 We may withhold commissions and terminate participation where orders are cancelled, returned, fraudulent, or generated through self-referral, spam, brand-bidding, coupon abuse or misleading advertising.
19. Acceptable use
19.1 You agree not to: use the Site unlawfully or fraudulently; place Orders using false identity, address or payment details; scrape, crawl, harvest or copy the Site, its catalogue, prices or Content by automated means without our written consent; interfere with the Site's security or availability, or attempt to gain unauthorised access; introduce malware; circumvent rate limits or purchase limits; resell Products commercially without our agreement; or abuse, threaten or harass our staff or delivery partners.
19.2 We may investigate suspected breaches, suspend access, cancel Orders and refer matters to the competent authorities.
20. Intellectual property
20.1 The Site and all Content, including our name, logo, design, layout, photographs, text, software and databases, are owned by or licensed to Mazen Group S.A.L. and are protected under Lebanese Law No. 75/1999 on Literary and Artistic Property and applicable international treaties.
20.2 You may view, download and print Content for your personal, non-commercial use only. Any other use — including reproduction, distribution, modification, framing, or use for a competing catalogue or price comparison service — requires our prior written consent.
20.3 The name and mark MazenOnline is a registered trademark of Mazen Group S.A.L. and is protected under Lebanese trademark law. You may not use it, or any confusingly similar sign, logo or domain name, without our prior written consent, including in advertising, keyword bidding, social media handles or store names.
20.4 Brand names, trademarks, logos and product images belonging to the manufacturers whose Products we sell remain the property of their respective owners. They are displayed to identify genuine Products offered for sale. Nothing on the Site should be read as claiming ownership of, or an exclusive distribution or agency right in, any third-party brand, unless expressly stated.
20.5 If you believe Content on the Site infringes your rights, contact us at info@mazenonline.com with details and we will investigate promptly.
21. Privacy and personal data
21.1 We process personal data in accordance with our Privacy Policy and with Lebanese Law No. 81/2018 on Electronic Transactions and Personal Data.
21.2 We collect only the data we need to operate the Site, process and deliver Orders, verify contact details, handle returns and support requests, prevent fraud, comply with the law and — where you have consented — send you marketing.
21.3 We do not sell your personal data. We share it with service providers such as our e-commerce platform, payment providers, couriers and messaging providers only to the extent necessary to perform the services, and under confidentiality obligations.
21.4 Where a feature invites you to upload a photograph, for example for skin analysis or a product complaint, that image is processed only for the stated purpose and retained for no longer than described in our Privacy Policy.
21.5 You may request access to, correction of, or deletion of your data, and withdraw consent to marketing at any time, by writing to info@mazenonline.com or using the unsubscribe link in our messages.
22. Electronic communications and marketing
22.1 By using the Site you agree to receive communications from us electronically, including transactional messages by email, SMS or WhatsApp relating to your account, Orders, verification, delivery and returns. These are not marketing and cannot be opted out of while an Order is active.
22.2 Marketing messages are sent only with your consent. You may withdraw it at any time without affecting your ability to order.
23. Third-party services, links and applications
23.1 The Site relies on third-party services, including our e-commerce platform, payment gateways, couriers, analytics, chat and messaging providers. Their availability is outside our control.
23.2 Links to third-party websites are provided for convenience. We do not control and are not responsible for their content, products, practices or privacy policies.
23.3 Where we offer a mobile application, these Terms apply to your use of it, in addition to the terms of the relevant app store.
24. Availability of the Site
24.1 We work to keep the Site available and accurate, but we do not guarantee uninterrupted, error-free or secure access. The Site and its Content are provided "as is" and "as available" to the fullest extent permitted by Lebanese law.
24.2 We may suspend, withdraw or restrict all or part of the Site for maintenance, security, upgrades or business reasons, and will give notice where reasonably possible.
24.3 Access may be affected by matters outside our control, including power cuts, internet outages, mobile network conditions, carrier-level filtering and security measures applied by our hosting or network providers.
25. Limitation of liability
25.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for defective products where liability cannot lawfully be excluded, or for any liability that cannot be excluded under Lebanese law — in particular under Law No. 659/2005.
25.2 Subject to clause 25.1, we are not liable for: indirect or consequential loss; loss of profit, revenue, business, data or goodwill; loss arising from your failure to read a manufacturer's label, warnings or ingredient list; adverse reactions caused by allergies, sensitivities or medical conditions you did not disclose to a healthcare professional; use of a Product contrary to the manufacturer's instructions; or delay or non-performance caused by an event under clause 26.
25.3 Subject to clause 25.1, our total liability arising out of or in connection with any Order is limited to the total amount you paid for that Order, including delivery charges.
25.4 This clause applies to liability in contract, in tort, and otherwise, and survives termination of these Terms.
26. Force majeure
26.1 We are not liable for any failure or delay in performing our obligations where it results from an event beyond our reasonable control, including: natural disasters; fire or flood; epidemic or pandemic; war, armed conflict, hostilities, civil unrest, roadblocks or strikes; acts of government, customs authorities, or the closure of ports, airports or roads; prolonged electricity or internet outages; fuel shortages; banking restrictions, capital controls, or the unavailability or failure of payment channels; currency instability; and failures of our hosting, platform, telecommunications or courier providers.
26.2 We will inform you as soon as reasonably possible and, where the event continues for more than thirty (30) days, either party may cancel the affected Order, in which case we refund any amount already paid for undelivered Products.
27. Changes to these Terms
27.1 We may update these Terms to reflect changes in our services, our Products, or the law. The updated version takes effect when published on the Site with a new "Last updated" date.
27.2 The Terms that apply to your Order are those in force at the moment you placed it. We do not change the price or delivery conditions of an Order after accepting it.
27.3 Please review these Terms periodically. Continued use of the Site after publication of an update constitutes acceptance of it.
28. Governing law and jurisdiction
29.1 These Terms and any Order placed through the Site are governed by the laws of the Lebanese Republic.
29.2 The courts of Beirut have exclusive jurisdiction over any dispute, save that a Consumer may also bring proceedings before the courts of their place of residence in Lebanon where Lebanese law so allows.
29. Language
30.1 These Terms may be published in Arabic, English and French. In the event of any discrepancy, the Arabic version prevails.
30. General
31.1 Entire agreement. These Terms, together with the Privacy Policy, Shipping Policy and Return & Refund Policy, constitute the entire agreement between you and us regarding the Site and your Orders.
31.2 Severability. If any provision is held invalid or unenforceable, it is severed and the remaining provisions continue in full force.
31.3 Waiver. Our failure to enforce any provision is not a waiver of our right to enforce it later.
31.4 Assignment. You may not assign your rights under these Terms without our consent. We may assign or transfer ours in connection with a merger, restructuring or sale of the business, without reducing your rights.
31.5 No partnership. Nothing in these Terms creates a partnership, agency or employment relationship between you and us.
31.6 Headings. Headings are for convenience only and do not affect interpretation.
31.7 Survival. Clauses 20, 21, 25, 26, 29 and 31 survive termination.
31. Contact us
Mazen Group S.A.L. — MazenOnline Beirut — Corniche Al Mazraa — Sinno Building, 1st Floor, Lebanon Email: info@mazenonline.com Phone / WhatsApp: +961 71 910 075 Commercial Register of Beirut No. C.R. 1019875 (registered 2 June 2015) VAT Registration No. 3076027-601