Returns Policy

Please read our returns policy carefully to ensure a smooth and efficient process.

Returns

You have the right to return a product that you have purchased from Faccelove 30 days after the delivery date to return. The product must be unused, in the original packaging and in the same condition as you received it.

Cosmetic products where the seal has been broken can cannot be returned for hygienic reasons.
According to Article 16(e) of Directive 2011/83/EU on consumer rights the right of withdrawal is excluded for products that are no longer suitable for sale for health or hygiene reasons and for which the seal has been broken after delivery.
This is to protect all customers.

At the 1+1 free promotion the product received for free (0 euros) cannot be returned. For a return, both products must be unopened, unused and with their seals intact. If one of the products has been opened, the right to return expires.

Start the return process

To initiate a return, please contact our customer service at Info@Faccelove.de.
Please mention order number, give one clear reason for the return and, if possible, add supporting information photos to.

Return costs

Customers bear the return shipping costs, unless the return is due to an error on our part (e.g. an incorrect or defective product).
We recommend one trackable shipping method to ensure that the product is returned correctly.

Return Authorization

You will receive it after approval of your return request return form and you Return Authorization (RA) number, along with instructions for making the return.

If your package arrives damaged, there is a defect or the wrong product has been delivered, we will cover the return costs. You will then receive one voucher with which you can settle the shipping costs.
In all other cases, the return costs are borne by the customer.

Returns in case of problems: damaged/wrong product

Products that are incorrect, defective or damaged in transit are eligible for return. The product must be unused and in its original packaging.

After your return request has been assessed, you will receive one RA number and further return instructions.
Make sure the product within 5 days will be returned after receipt of the RA number.

Once we have received and inspected the product, we will process it a replacement or refund, depending on your preference.

As soon as we have received your return

As soon as we have received and checked the returned product, you will receive the purchase amount within 15 working days at the latest via the same payment method you used when ordering.

Please note: For hygienic reasons we can will not reimburse opened or used products. So please ensure that the product is returned unopened and in its original condition so that we can issue a full refund.

Exchange

Exchanges are only possible within the specified return period 30 days after delivery.
Make sure the product is properly packaged to prevent damage during transportation.
We only offer exchanges for products with same value.
If the exchanged product is of a different value, the customer is responsible for paying the price difference.
The shipping costs for the exchange are borne by the customer.

Exceptions to returns

All returns must meet the following conditions:

  • Unused – The product must be in its original condition. Used products cannot be returned.

  • No damage – The product may not show any signs of use or damage, unless the defect was delivered.

Special exception

In certain cases we may decide replacement product without having to return the original product.
If you are not satisfied with the replacement product, you should both products be returned to receive a refund.
This is one one-time exception – future replacements will not be shipped until the original product has been returned.

Conditions for remission of retreatment costs

The retreatment costs may be waived in certain cases, for example when:

  • The product received has arrived defective or damaged;

  • An incorrect product has been delivered and replacement is not possible.

Requests for remission of the retreatment costs will be accepted assessed individually on a case-by-case basis.

Returns Policy Changes

Faccelove reserves the right to change this returns policy at any time change or update.
Changes take effect with immediate effect after publication on our website.

If you have any questions or comments about our returns policy, please contact our customer service team at:
Info@Faccelove.de