Cancellation and Refund Policy

Simplified return procedure: All requests for returns or the exercise of your right of withdrawal are handled directly from your Shopify Customer Account.

1. Right of withdrawal (30 days)

In accordance with legal provisions, you have a period of 30 days from receipt of your order to exercise your right of withdrawal and return a product to us.

  • Before shipment: If you cancel your order before it is shipped, the refund is processed immediately and in full.
  • After shipment: If the order has already been shipped, the refund can only be processed after the package has been delivered and the return has been received at our warehouses via the procedure in your customer account.

2. Return acceptance conditions

To qualify for a return and refund, the item must strictly meet the following conditions:

  • Be in its original condition, strictly unused and undamaged.
  • Be returned in its intact original packaging.
  • Have had a prior request validated via your customer account.

3. Step-by-step return procedure

  1. Log in to your Shopify Customer Account.
  2. Select the relevant order and submit your return/withdrawal request.
  3. Once the request is registered, ship the item to the return address indicated in your customer portal (return shipping costs remain the responsibility of the customer).
  4. Upon receipt of the package, our teams will inspect the item to verify its conformity.
  5. A confirmation email will be sent to notify you of the approval or rejection of your refund.

4. Refund terms & Shipping costs

If your return is approved, the refund will be credited automatically to the payment method used for the purchase:

  • Return costs: The shipping costs for returning the product are at your expense and are not refundable.
  • Initial shipping costs: In the event of a refund, the initial shipping costs generated when leaving our warehouse will be deducted from the total refunded amount.
  • Sale items: For items purchased on promotion or on sale, the refund will be based on the price actually paid by the customer.

5. Exchanges, damaged products, and gifts

Defective or damaged items: We only process exchanges in the event of a product being defective or damaged upon receipt. If you report a damaged product without providing visual evidence (photo/video) to support, sending the item to our return address will be mandatory for inspection before any decision is made.

Gifts: If the item was sent to you directly as a gift, you will receive a store credit equal to the value of your return once the package is received. If the purchase was not identified as a gift, the refund will be issued directly to the original buyer.

6. Delayed or missing refunds

If your refund has been approved but does not yet appear on your account:

  1. Check your bank account again (a processing time of 3 to 5 business days is common).
  2. Contact your credit card company or bank.
  3. If you still have not received anything after these steps, please contact our support team at contact@facialiste.com.

Note: For any return of a product with a value equal to or greater than €30, we recommend using a tracked or insured delivery service. We cannot guarantee the successful receipt of returned items without a tracking number.