This is our Returns & Refund Policy, we hope it is pretty clear but if you have any questions please contact us here or call our freephone number (free for landlines only, mobiles will be charged) 0207 701 2444.
FAQ – Can I return an item?
We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not effect your statutory rights).
You cannot return an item if…
- The product has been opened
- The product has been used
You can return an item if…
- It has not been opened or used
- It is in perfect resalable condition
- It is returned to us within 14 days of receipt of the order
To return an item(s), please download and print the returns form at the link below, complete it and return it with your invoice and goods to the following address. Any returns sent without the returns form cannot be accepted.
Please note: If you believe you have a product with a fault, please contact us on 0207 703 2555 or firstname.lastname@example.org before returning an item. In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.
Returns Product At:
257 Walworth Road,
Standard Returns Terms and Information
The below information is extracted from our standard terms and conditions, which customers agree to when placing an order:
If a purchased product has been used or opened (hologram no longer intact, manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.
If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the item(s) will be returned to the customer without prior notice.
Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange.
Any delivery charges paid for on an initial order are not eligible for a refund.
Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.
Refunds can only be made to the billing details provided when ordering.
We aim to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item.
If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.
Items ordered from our Outlet section are not eligible to be returned for a refund or exchange.
Further Returns Information
It may be that you need to return an item for another reason other than listed above. This section provides more information on returns for the following:
- Damages / Shortages / Incorrect Products
- Faulty Products
- Reactions to Products
- Refused / Undeliverable Packages
Damages / Shortages / Incorrect Products
Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Face the Future in writing at email@example.com within 24 hours from receipt of goods, with full details of the issue.
If a return / refund / replacement / exchange is required, Face the Future will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.
Face the Future cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.
If you feel that an item you have receive is faulty, please report this immediately in writing with detailed information on the issue to Face the Future at firstname.lastname@example.org.
Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.
If a return / refund / replacement / exchange is required due to a fault, Face the Future will provide full details on this process during email correspondence.
Reactions to Products
Please note: It is the customer’s responsibility to patch test any product prior to use. Always check compatibility of any purchased products with other material facts that can affect results described.
If you have followed the above process but feel that you have had a reaction to a product, please immediately report this in writing to Face the Future at email@example.com.
Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Authorisation Form, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours, including photographs of the reaction.
If a return / refund / replacement / exchange is required due to a reaction, Face the Future will provide full details on what to do during email correspondence.
Refused / Undeliverable Packages
In the case of a parcel being returned to Face the Future due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost of £2.99 will be charged to re-send the parcel.
If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Face the Future will not be refunded.