Refund policy

🗓 Returns

We accept returns within 30 days of delivery for eligible items only.

To be eligible for a return, your item must be:

• Unused

• Unopened

• In original packaging

• In a resalable condition

• Accompanied by proof of purchase

Items that have been opened, used or handled are not eligible for return.

🚫 Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or offer refunds on:

• Opened or used skincare products

• Used facial tools (including brushes, Gua Sha tools, rollers and massage tools)

• Gift cards

• Sale or discounted items

This includes products that have been used even once.

💔 Faulty or Incorrect Items

If your item arrives faulty, damaged or incorrect, you must notify us within 48 hours of delivery.

Please email:

hello@facemattersskincare.com

Include:

• Order number

• Description of the issue

• Clear photos

We will assess the issue and advise you on the next steps.

🧴 Results & Satisfaction

Due to the nature of skincare and facial tools:

• Results vary from person to person

• We cannot guarantee specific outcomes

We do not offer refunds for:

• Lack of visible results

• Change of mind after use

• Personal preference

• Incorrect or inconsistent use

Once a product has been opened or used, it is no longer eligible for return or refund unless faulty.

🔁 Exchanges

We do not offer direct exchanges.

If a return is approved, you may place a new order separately.

💷 Refunds

Approved refunds will be issued to the original payment method within 10 business days of inspection.

Shipping costs are non-refundable.

📦 How to Request a Return

You must contact us before sending any items back.

Email: Sally@facemattersskincare.com

Include:

• Order number

• Reason for return

Returns sent without prior approval will not be accepted.

🇬🇧 UK & EU Consumer Rights

If you are in the UK or EU, you have the right to cancel your order within 14 days of delivery.

To qualify:

The item must be unused, unopened and in original packaging.

Used or opened personal care items are excluded from this right for hygiene reasons.