FreshFace Return and Refund Policy
At FreshFace, we want you to be completely satisfied with your skincare purchases. We understand that sometimes, things don't go as planned. This policy outlines our commitment to ensuring a smooth return and refund process.
1. Our "No Questions Asked" Return Policy
We offer a "no questions asked return policy" specifically at the time of delivery. This means that if, for any reason, you are not satisfied with the quality or freshness of a product when our Delivery Ambassador brings it to you, you can simply return it on the spot.
- During Delivery: Our Delivery Ambassadors are authorized to accept the return of any product you're not happy with during the delivery itself. No lengthy forms, no complicated questions – just let them know.
- What We'll Do: When you return a product at delivery, our Delivery Ambassador will take the item back with them.
2. Receiving Your Refund/Credit
For any products returned at the time of delivery:
- FreshFace Wallet Credit: We will immediately issue a credit note for the value of the returned products. This credit will be applied directly to your FreshFace wallet on the Platform.
- Using Your Credit: Your FreshFace wallet credit can be conveniently used to pay for your subsequent shopping bills on the Platform.
- Online Payment Refunds: If you paid for your order online, a direct refund to your original payment method will be processed within 7 working days from the time of the return.
3. Order Cancellation by You
If you decide you no longer need an order before it's out for delivery, you can cancel it.
- How to Cancel: You can cancel your order anytime up to the cut-off time of the delivery slot you chose. Simply call our customer service to initiate the cancellation.
- Payment for Canceled Orders: If you have already made a payment for a canceled order, we will credit the amount to your FreshFace wallet.
We strive to make returns and refunds straightforward for you. Your satisfaction is our priority! If you have any questions about this policy, please reach out to our customer service team.
