If a purchased product has been used or opened (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 customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.
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. We will not be liable for any packages that are not received by us. We will not be held responsible for any return that is in transit and has not been physically received on our premises and we will not be responsible for any damage that occurs whilst your return is in transit to us.
If a pre-paid returns form has been issued, please ensure you keep a copy of this until your return has been processed. If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.
Any delivery charges paid for on an initial order are not eligible for a refund. If your order qualified for free delivery, the delivery costs incurred by Face the Future when your order was shipped will be deducted from the refund amount as per our return fees.
If your order qualified for a free gift, this must also be returned before your refund or replacement can be processed.
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 5 working days of us receiving the return.
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.
All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Face the Future cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.