Refund policy

FACE VITAL® offers a 14-day money-back guarantee policy. For hygienic reasons, all skincare products and devices may only be returned unused, in the same condition that you have received it and in their original packaging within 14 days of receipt. Unfortunately, merchandise cannot be refunded or exchanged, beyond the 14-day period, after the merchandise has been delivered. The counting of days starts with the delivery date provided by the shipment carrier.

We are ONLY able to initiate refunds for products purchased directly from our website facevital.com. If purchased from another retailer, please contact them directly for information on their return policy. All shipping, handling, customs or duty costs incurred are the responsibility of the customer. FACE VITAL does not pay any shipping, handling, customs or duty costs when shipping to the customer, or when the customer sends the product back to us. FACE VITAL does not pay these charges.

The same restrictions and return policies apply for individual items returned from discounted bundled products. However, if individual items of bundles are returned, the kept items from the bundle would have to be charged the full price. This means the refunded amount for individual items returned from bundles, would be reduced by the difference to the full price for the kept items from those bundles.

Follow these steps for the return process:

1. Request an RMA (Return Merchandise Authorization)

Please send an email together with your FACE VITAL order receipt or FACE VITAL order confirmation to help@facevital.com and request the RMA (return merchandise authorization). This step needs to be done within the first 14 days of receipt of the merchandise. We will provide return authorization and shipping information, where the merchandise needs to be shipped.

2. Ship the merchandise to the address specified by FACE VITAL

Print and fill out the FACE VITAL return form (included in the initial reply to your RMA request). Include the paperwork in your package along with the product you are returning. Ship the products to the shipping address specified by us. If possible, inform us about the tracking number of the carrier, you have used for your shipment. We can only provide a refund for items which have been successfully delivered to the specified address. We do not refund shipping or customs costs. The customer is responsible for return shipping costs, including potential custom duties for international shipments.

3. We inspect the returned merchandise and process the refund

Refunds are issued once the return order has been received and inspected. You will be notified about your refund when your return has been inspected. Returns typically require up to 5 business days for processing once received. All refunds will be issued to the original form of payment. We do not charge any additional handling fees for the return processing. However shipping fees and potential customs or duty costs are non-refundable. If you have requested a refund, be advised that returning funds usually take 7-10 days to appear in the account used to make the purchase (depending on the processing speed of the credit card, bank that issued the funds or PayPal). If we are going to replace the item, we usually send out the replacement within the same week we have received it, depending on product availability.