At FaceCare, your satisfaction means everything to us. 💖
While we hope you love every product you receive, if there’s an issue with your order, we offer a Return & Refund Policy to make things right.
1. Return Eligibility
Returns are only accepted if:
- There is an issue with the order, such as receiving the wrong item.
To be eligible for a return:
- You must request a return within 3 days of receiving your order.
- The product must be unused, unopened, and in its original condition.
- The product must be returned in its original packaging, with all security seals still intact.
Unfortunately, we cannot accept returns for items that have been used, opened, or if the security seal is broken.
2. How to Return an Item
To initiate a return, please follow these steps:
- Contact Us: Reach out to our customer support team within 3 days of receiving your order. Provide your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: We will review your request and provide you with a return authorization number and the return address.
- Shipping: Carefully package the product in its original condition and send it back to us using the shipping method provided. Return shipping costs are the responsibility of the customer, unless the return is due to a defective or incorrect item.
3. Refunds
Once we receive and inspect the returned product, we will process your refund or replace the order with the correct item. Refunds will be issued to the original payment method. Please note that the refund processing time may vary depending on your payment method. Please note:
- If the returned product does not meet our return eligibility criteria (e.g., opened, used, damaged), we reserve the right to refuse the refund.
- Shipping fees are non-refundable, and the cost of return shipping is the responsibility of the customer, except in cases where the product was defective or damaged upon arrival.
4. Exchanges
At this time, we do not accept exchanges for different products.
We work hard to ensure you’re fully informed and confident about the items you choose, offering as much information as possible about ingredients, instructions, and product details before you purchase. If you have any questions at all, please don’t hesitate to reach out — we’re always happy to help you pick the right products for your needs! 💬✨
Exchanges are only possible if you receive an incorrect product.
If that happens, please contact us right away with your order details so we can make it right for you as quickly as possible.
5. Defective or Incorrect Items
If you receive an incorrect product, please contact us immediately at contact@facecare.lk.
6. Non-Returnable Items
Certain items are non-returnable due to hygiene and safety reasons, which include Opened or used skincare products.
7. Late Returns
Returns requested after the 3-day period or for products that do not meet our return criteria may not be eligible for a refund or exchange.
8. Contact Us
If you have any questions about our Return & Refund Policy or need assistance with a return, please feel free to contact us.
