Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at faitsgroup@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at faitsgroup@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at faitsgroup@gmail.com.
Returns
We will accept returns for any reason, and issue a refund or store credit. Anything that has been purchased online can be returned to our warehouse. Within 14 days, orders may be returned and we will issue a refund. To start a return, you can contact us at info@faits.eu.
- All products must be returned within 14 days after the delivery.
- All products must be unworn and unwashed.
- All products must have all original Faits tags still attached.
- For hygiene reasons, underwear briefs, bodies, swimwear, facemasks, pierced jewellery and earbuds cannot be returned or exchanged unless faulty.
If you do not like your new purchase, you may return the item(s) for a full refund of the purchased price, by our warehouse. We only accept undamaged, unaltered, unsoiled, unused, unworn and unwashed products (other than to try the product(s) on and in the same state that it was sold to you). Please note that where possible, any labels or tags must remain intact and attached. The product(s) should be returned in or with its original packaging.
Exchange and Refunds
We will offer exchange for unworn items returned in their original condition and packaging, with the return form fully filled in. Please be aware that all responsible return costs are applicable by the customer. Refunds and exchanges will only be given on items returned within 14 days after the delivery. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damages. In addition, underwear briefs, bodies, swimwear, face masks, ear buds and pierced jewellery cannot be returned or exchanged.
As soon as we have received and approved your return, it will take approximately 7 to 10 business days to process your refund.
Late or Missing Refunds
In the event that you haven't received a refund yet, first check your account balance with the payment method you used. Please note that it always takes some processing time before a refund is issued. In the event that you have already contacted your payment carriers and banks and regardless you have not gotten your refund yet. Please get in touch with us on our email faitsgroup@gmail.com
Standard Refund Method
Refunds will be issued the same method of payment and the same credit or debit card as the original purchase (except for gift cards and e-gift cards, in which case you will be refunded a credit onto a new gift card). Shipping charges and sales tax on shipping are not refundable.
Faulty Items
We will return a product for faulty if it has failed to live up to its life expectancy and is covered by our warranty policy. The warranty policy is dependent on the product category and reason for failure. We will not return a product for faulty if it isn’t covered by our warranty policy or if it the product was damaged whilst being used in a way that it was not intended. The intention of use is at the discretion of Faits and will be judged in a reasonable way. If you have received an item that is faulty, or the incorrect item in your delivery, we will help you rectify this as soon as possible.
Return costs for faulty items are covered by Faits. We will issue a refund for the damaged goods and you can make the order again or we can offer to exchange the faulty item(s).
Damaged goods during shipment
Make sure you check your item(s) once you receive your package. Any harm from delivery must be accounted for to us within 14 days after the delivery. In the event that you get your item(s) and it has been damaged during shipment, please e-mail us.
Return costs for faulty items are covered by Faits. We will issue a refund for the damaged goods and you can make the order again or we can offer to exchange the faulty item(s).