Refund policy

Returns & Refunds Policy

At Facerinna, we handle all return and refund requests on a case-by-case basis with the goal of ensuring customer satisfaction. We stand by the quality of our products and want every customer to feel confident shopping with us.

Each request is reviewed fairly and reasonably. Please read the policy below before submitting a return or refund request.

No Quality Issues

If there is no quality issue with the product:

  • Unused, unopened products may be returned within 15 days of delivery.
  • Products must be in their original packaging and in resellable condition.
  • Opened, used, or damaged products are not eligible for return or refund due to hygiene and safety reasons.
  • Return shipping costs are the responsibility of the customer.
  • Original shipping fees, if any, are non-refundable.

Please contact us at ac@facerinna.com before sending any item back. Returns sent without prior approval may not be accepted.

Quality Issues

If you receive a product with a quality issue, such as a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

To help us review the issue, please provide:

  • Your order number
  • Clear photos or videos showing the issue
  • Photos of the product packaging, if applicable

Once the issue is verified, we will arrange a suitable solution, such as a replacement, refund, or store credit, depending on the situation.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive a damaged, defective, or incorrect product, contact us at ac@facerinna.com within 7 days of receiving your package. We will review your case and make it right as quickly as possible.

If the issue is confirmed to be caused by Facerinna or shipping damage, we will cover the cost of the replacement or refund where applicable.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return or refund:

  • Opened or used skincare products
  • Opened or used cosmetics
  • Products without original packaging
  • Products damaged due to customer misuse
  • Gift cards
  • Free gifts or promotional items
  • Items returned without prior approval

Customs Taxes & Duties

Customers are responsible for any customs-related charges, including but not limited to customs taxes, import duties, VAT, tariffs, and administrative fees.

Customs regulations vary by country or region. We recommend contacting your local customs office in advance if you have questions about possible import charges.

Facerinna is not responsible for customs duties, import taxes, or delays caused by customs clearance.

Customs Refusal

Facerinna is not responsible for packages refused or rejected by customs for any reason, including refusal to pay taxes, restricted items, incomplete customs information, or other customs-related issues.

If a package is returned to Facerinna due to customs refusal, we will not reship it unless the customer pays the shipping costs again.

Refunds or replacements will not be issued for customs-related problems that are outside our control.

Lost Packages

If your package appears to be lost or mishandled by the carrier, please first contact the carrier using your tracking number. The carrier may be able to locate the shipment or provide proof of delivery.

If the carrier confirms that the package was lost or misdelivered, please contact us at ac@facerinna.com with your order number and any confirmation provided by the carrier.

We will review the case and arrange a suitable solution where applicable.

Exchanges

We do not offer product exchanges for personal preference, wrong product selection, or change of mind.

However, if you receive a damaged, defective, or incorrect item, we may provide a replacement, refund, or store credit after verification.

Order Cancellations

Orders may be canceled within 24 hours of purchase, provided that the order has not yet been processed or shipped.

If the order has already been processed or shipped, it cannot be canceled. Please double-check your order information before placing your order.

We do not accept cancellations due to incorrect product selection after the order has been processed or shipped.

How to Request a Return or Refund

To request a return or refund, please contact us at:

ac@facerinna.com

Please include:

  • Your order number
  • The reason for your request
  • Clear photos or videos, if the product is damaged, defective, or incorrect

Our customer support team will review your request and respond as soon as possible.