RETURN, REFUND & CANCELLATION POLICY

Last updated: August 29, 2026

FACE VITAL® wants you to feel confident when purchasing from us. This Return, Refund & Cancellation Policy explains when products purchased directly from FACE VITAL may be returned, refunded, replaced, or cancelled.

1. FACE VITAL 14-Day Return Guarantee

Eligible FACE VITAL products purchased directly from us may be returned within 14 days from the date the shipment carrier confirms delivery, subject to the conditions and exclusions described in this Policy.

For a standard return because you changed your mind, ordered the wrong product, or otherwise no longer want the product, the merchandise must generally be:

• unused;

• undamaged;

• in the same condition in which it was received;

• complete with all accessories, components, manuals, protective materials, and other items originally supplied; and

• returned in the original product packaging.

A 15% restocking fee applies to eligible returns made because the customer changed their mind, ordered the wrong product, no longer wants the product, or returns it for another reason unrelated to a confirmed defect, shipping damage, or fulfillment error by FACE VITAL.

For hygiene, health, safety, and product-integrity reasons, products that have been used, contaminated, materially altered, or damaged after delivery may not qualify for return.

Certain products are excluded from the 14-Day Return Guarantee as described below.

The FACE VITAL 14-Day Return Guarantee is separate from any product warranty and from any statutory consumer rights relating to defective, damaged, incorrectly supplied, or non-conforming products.

2. Mandatory Consumer Rights

Nothing in this Policy is intended to limit, exclude, or waive consumer rights that cannot legally be limited or waived.

Customers located in certain jurisdictions, including the European Union and United Kingdom, may have statutory withdrawal, cancellation, repair, replacement, refund, or other consumer rights in addition to the FACE VITAL Return Guarantee.

Where mandatory consumer law provides greater rights than this Policy, the applicable mandatory law will control.

Where applicable law permits a customer to inspect or handle merchandise to a reasonable extent before deciding whether to keep it, FACE VITAL will apply those statutory requirements.

Restocking fees and other deductions described in this Policy will not be charged where prohibited by applicable law.

3. Products Not Eligible for Return

Unless otherwise required by applicable law, the following products and services are not eligible for return because of a change of mind:

• skin care products, serums, creams, cosmetic products, and other consumable products;

• opened or used hygiene-sensitive products;

• training services;

• online courses or other digital content after access, viewing, streaming, downloading, or performance has begun, where permitted by applicable law;

• gift cards;

• products specifically identified as Final Sale, Non-Returnable, or similar at the time of purchase;

• personalized or customized products;

• products that have been used, damaged, altered, modified, repaired, or serviced by an unauthorized party; and

• products missing significant components, accessories, serial numbers, packaging, or other originally supplied materials.

These exclusions do not affect rights relating to products that were defective, damaged in transit, incorrectly supplied, or otherwise protected by mandatory consumer law.

4. Purchases From Other Retailers

FACE VITAL can only issue refunds for purchases made directly through FACE VITAL or another FACE VITAL-operated sales channel for which FACE VITAL processed the original payment.

If your product was purchased from another retailer, distributor, marketplace, treatment provider, or reseller, please contact that seller directly and follow the seller's applicable return and refund policy.

Proof of purchase may be required.

5. How to Start a Return

Do not ship a product back to FACE VITAL without first obtaining return authorization.

Returns and refund requests should be initiated through our online Returns & Cancellations page:

https://facevital.com/pages/returns-and-cancellations

Sign in to your FACE VITAL customer account, select the applicable order and product, and follow the instructions to submit your return request.

If you are unable to use the online process, you may contact FACE VITAL Customer Service at:

help@facevital.com

Please provide your order number, the product you wish to return, and the reason for the requested return.

Submitting a return request does not automatically mean that the return has been approved.

After reviewing the request, FACE VITAL will provide return instructions when applicable. These instructions may include a Return Merchandise Authorization ("RMA") and the specific address to which the return must be sent.

Important: Products must only be returned to the address provided in the return authorization.

Do not return merchandise to a FACE VITAL corporate, billing, registered-agent, office, or other address unless specifically instructed to do so.

Unauthorized returns, returns sent to an incorrect address, and packages sent without sufficient identifying information may be delayed, refused, or may not qualify for a refund.

6. Shipping Your Return

Once your return has been approved:

1. Pack the merchandise securely.

2. Include all applicable accessories, components, manuals, cables, protective materials, and other originally supplied items.

3. Include any RMA documentation or return form provided by FACE VITAL.

4. Ship the merchandise to the return address stated in the authorization.

5. Retain your return tracking information until your refund has been completed.

FACE VITAL may, at its discretion, provide a return shipping label for an approved return.

Unless FACE VITAL confirms otherwise or applicable law requires otherwise, the cost of a return shipping label provided by FACE VITAL is the responsibility of the customer and may be deducted from the customer's refund.

If FACE VITAL does not provide a return shipping label, the customer is responsible for arranging and paying for the return shipment. We strongly recommend using a trackable shipping service.

Unless FACE VITAL confirms otherwise or applicable law requires otherwise, the customer is responsible for the cost and risk associated with the return shipment.

A refund can generally only be completed after the returned merchandise has been successfully received at the authorized return location.

FACE VITAL is not responsible for return shipments that are lost, misdirected, abandoned, or delivered to an address other than the authorized return address.

7. 15% Restocking Fee

A 15% restocking fee applies to eligible returns when the customer:

• changes their mind;

• ordered the wrong product;

• no longer wants or needs the product; or

• requests a return for another reason unrelated to a confirmed product defect, shipping damage, or fulfillment error by FACE VITAL.

The 15% restocking fee is calculated based on the refundable merchandise amount and will be deducted before the refund is issued.

The restocking fee generally does not apply when FACE VITAL confirms that the product:

• arrived defective;

• arrived damaged;

• was materially different from what was ordered; or

• was incorrectly supplied by FACE VITAL.

Original shipping charges, expedited shipping charges, customs duties, import taxes, brokerage fees, return-shipping costs, and similar charges are separate from the restocking fee and may also be non-refundable or deductible as described elsewhere in this Policy.

The restocking fee will not be charged where prohibited by applicable law.

8. Shipping, Handling, Duties and Taxes

Unless applicable law requires otherwise:

• original shipping and handling charges are non-refundable;

• expedited or premium shipping charges are non-refundable;

• return shipping costs are the responsibility of the customer for standard returns;

• the cost of a return shipping label provided by FACE VITAL may be deducted from the customer's refund;

• customs duties, import taxes, brokerage charges, customs-clearance fees, carrier fees, and similar charges paid directly to a government, carrier, customs broker, or other third party are non-refundable by FACE VITAL; and

• the customer is responsible for any customs charges or duties incurred when merchandise is returned internationally.

If taxes, customs duties, or similar charges were collected directly by FACE VITAL at checkout, their refund treatment will depend on applicable law, customs rules, tax rules, and whether those amounts can be recovered or reversed through the applicable payment, tax, or customs system.

Where applicable consumer law requires FACE VITAL to refund standard outbound delivery charges in connection with a statutory withdrawal, FACE VITAL will comply with that requirement.

Additional amounts paid for expedited or premium delivery may remain non-refundable to the extent permitted by law.

9. International Orders

International customers are responsible for complying with the import, customs, and delivery requirements of the destination country.

Customers must provide accurate delivery information and, when required, cooperate with the carrier, customs authorities, or customs broker by:

• providing requested documentation;

• responding to requests for information;

• paying applicable import duties, taxes, or customs charges; and

• completing any required customs-clearance steps.

Customs processing and customs-clearance delays are outside FACE VITAL's direct control.

If a shipment cannot be delivered because the customer:

• refuses the shipment;

• refuses or fails to pay required import duties, taxes, or customs charges;

• fails to provide required customs documentation;

• fails to respond to the carrier or customs authority;

• provides an incorrect or incomplete delivery address;

• fails to collect the shipment; or

• otherwise prevents successful delivery,

the shipment may be returned to FACE VITAL, abandoned, destroyed, seized, or otherwise disposed of by the carrier or customs authority.

A refusal of delivery does not constitute an approved cancellation or return.

If the merchandise is ultimately returned to FACE VITAL in acceptable condition, refund eligibility will be determined after the merchandise has been received and inspected.

To the extent permitted by applicable law, FACE VITAL may deduct costs actually incurred as a result of the unsuccessful delivery, including:

• the applicable 15% restocking fee;

• original outbound shipping;

• return shipping;

• carrier charges;

• customs charges;

• brokerage fees;

• duties or taxes charged to FACE VITAL;

• storage fees; and

• other costs associated with the failed delivery or return.

If merchandise is abandoned, destroyed, seized, or otherwise not returned to FACE VITAL because the customer failed to complete the delivery or customs process, FACE VITAL may be unable to provide a merchandise refund, except where applicable law requires otherwise.

10. Bundles, Kits and Promotional Purchases

The same return requirements apply to products purchased individually or as part of a bundle, starter kit, promotional package, or discounted combination.

If FACE VITAL approves the return of only part of a discounted bundle, promotional bundle pricing may no longer apply.

Products retained by the customer may therefore be recalculated at their regular individual selling price, and the refund for the returned item or items may be reduced by the resulting difference.

The applicable 15% restocking fee may also be deducted from the refundable merchandise amount.

The refund will never exceed the amount originally paid for the applicable order.

11. Inspection and Refund Processing

Refunds are processed after the returned merchandise has been received and inspected.

FACE VITAL may verify:

• the identity of the returned product;

• serial numbers or other product identifiers;

• completeness of the product and accessories;

• product condition;

• whether the product has been used, altered, or damaged;

• whether all originally supplied components have been returned; and

• whether the return complies with the approved return request.

Returns generally require up to 5 business days for inspection and processing after they are received.

If approved, the refund will normally be issued to the original payment method, less the applicable 15% restocking fee, return shipping label costs, and any other permitted deductions described in this Policy.

After FACE VITAL processes the refund, it may take approximately 7–10 additional business days, and in some cases longer, for the refund to appear in the customer's account.

Processing time depends on the customer's bank, credit card issuer, PayPal, payment provider, currency conversion, and other financial-processing factors.

FACE VITAL does not control the processing time of the customer's financial institution after a refund has been submitted.

12. Damaged, Defective or Incorrect Products

Products that may be defective, damaged during shipping, or incorrectly supplied are handled differently from standard returns.

Please contact FACE VITAL promptly and provide your order number and a description of the problem.

FACE VITAL may request reasonable documentation necessary to evaluate the issue, including:

• photographs;

• video;

• serial-number information;

• troubleshooting information;

• photographs of the packaging; or

• other information reasonably necessary to verify the reported issue.

Depending on the circumstances, FACE VITAL may provide:

• troubleshooting assistance;

• repair;

• replacement;

• replacement components;

• return authorization; or

• another appropriate remedy.

Do not discard a reportedly defective or damaged product, packaging, accessories, or components until FACE VITAL has completed its review or specifically instructed you to do so.

The 15% restocking fee does not apply when FACE VITAL confirms that the return is required because the product arrived defective, damaged, materially different from what was ordered, or was incorrectly supplied by FACE VITAL.

Where FACE VITAL provides a return shipping label for a product confirmed to be defective, damaged in transit, materially different from what was ordered, or incorrectly supplied by FACE VITAL, FACE VITAL will generally be responsible for the return shipping cost unless applicable circumstances or law provide otherwise.

13. Product Warranty

Eligible FACE VITAL devices may be covered by a separate manufacturer or FACE VITAL warranty.

A warranty claim is not the same as a return for refund.

A product that is no longer eligible for return under the 14-Day Return Guarantee may still qualify for troubleshooting, repair, replacement, replacement components, or another warranty remedy.

Warranty coverage generally does not apply to damage caused by:

• misuse;

• accidental damage;

• unauthorized modification;

• unauthorized repair;

• improper handling;

• failure to follow operating instructions; or

• another exclusion stated in the applicable warranty terms.

Mandatory statutory warranty or consumer rights remain unaffected.

14. Order Cancellations

Customers may submit a self-service cancellation request through:

https://facevital.com/pages/returns-and-cancellations

Self-service cancellations are available only during the first hour after the order is placed.

After this one-hour period, cancellation is no longer guaranteed because the order may already have entered warehouse processing, fulfillment, or shipping.

Sending an email, leaving a voicemail, sending a social-media message, or otherwise requesting cancellation does not by itself mean that an order has been cancelled.

An order is cancelled only after the cancellation is successfully completed through the available self-service process or FACE VITAL confirms the cancellation.

If an order can no longer be cancelled, the customer must wait for delivery and, if eligible, initiate a return under this Policy.

The applicable 15% restocking fee may apply to that return.

Customers should not refuse delivery as a substitute for completing the authorized return process.

15. Refused, Unclaimed and Returned-to-Sender Packages

If a customer refuses delivery or a shipment is returned to FACE VITAL because it was:

• unclaimed;

• undeliverable;

• incorrectly addressed;

• not collected;

• not cleared through customs; or

• otherwise returned by the carrier,

FACE VITAL will determine refund eligibility after the merchandise is returned and inspected.

A shipment being marked "Return to Sender" does not automatically create an entitlement to a full refund.

To the extent permitted by applicable law, any refund may be reduced by:

• the applicable 15% restocking fee;

• original shipping charges;

• return-shipping charges;

• customs duties or taxes;

• carrier charges;

• brokerage or customs-clearance charges;

• storage fees; and

• other actual costs incurred because of the unsuccessful delivery.

If the product is not returned to FACE VITAL, a refund may not be available except where required by law.

16. Payment Disputes and Chargebacks

FACE VITAL encourages customers to contact us or use our return process before filing a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue directly.

Initiating a chargeback or payment dispute does not automatically constitute an order cancellation, approved return request, or return of merchandise.

The existence of a payment dispute does not eliminate applicable return requirements, including the requirement to return merchandise when a refund is conditioned upon return of the product, except where otherwise determined by the payment provider or applicable law.

Refunds While a Chargeback Is Open

Once a formal chargeback or payment dispute has been initiated, the disputed funds may already have been withdrawn, withheld, or restricted by the payment provider.

FACE VITAL may therefore be unable to issue a separate merchant refund while the chargeback remains open.

If FACE VITAL and the customer agree that a refund is appropriate while a chargeback is pending, the customer may be asked to contact their bank or payment provider and formally withdraw the dispute before FACE VITAL can process a separate refund.

Where applicable, FACE VITAL may wait until the payment provider confirms that the chargeback has been withdrawn or resolved before issuing a separate refund.

Information Provided in Connection With a Dispute

When responding to a payment dispute or chargeback, FACE VITAL may provide relevant transaction records to the payment provider, bank, or financial institution, including:

• order confirmation;

• checkout information;

• payment information;

• the Return, Refund & Cancellation Policy applicable to the transaction;

• shipping and delivery records;

• carrier tracking information;

• proof of delivery;

• return authorization records;

• return tracking;

• product inspection records;

• cancellation records;

• customer communications;

• refund records;

• return shipping label charges;

• restocking-fee calculations; and

• other records relevant to the transaction or dispute.

No Duplicate Reimbursement

A customer cannot receive reimbursement for the same amount both through FACE VITAL and through a successful:

• chargeback;

• payment dispute;

• carrier claim;

• insurance claim; or

• other reimbursement process.

If a customer has already received funds through a chargeback or another reimbursement process, any further refund by FACE VITAL will be adjusted as necessary to prevent duplicate reimbursement.

Nothing in this section limits legitimate rights relating to unauthorized transactions, fraud, or other rights that cannot legally be waived.

17. Fraudulent, Abusive or Improper Returns

FACE VITAL reserves the right, to the extent permitted by law, to refuse a return or refund where there is reasonable evidence of return fraud or abuse.

Examples may include:

• returning a different product from the product purchased;

• returning a product with a mismatched, altered, or removed serial number;

• returning counterfeit or substituted merchandise;

• intentionally damaging merchandise;

• materially misrepresenting the condition of merchandise;

• repeatedly abusing return privileges;

• falsely claiming that merchandise was not received;

• returning incomplete merchandise while claiming that all components were included; or

• attempting to obtain multiple refunds or reimbursements for the same purchase.

FACE VITAL may retain records reasonably necessary to investigate, document, and respond to suspected return or payment fraud.

18. Beauty PRO and Business Purchases

Unless separate written terms apply, this Policy also applies to purchases made through FACE VITAL professional or Beauty PRO sales channels.

Statutory rights that apply specifically to individual consumers may not apply to purchases made primarily for business or professional purposes.

Any separately agreed written B2B, wholesale, distributor, professional, or commercial terms will control if they conflict with this general Policy.

Eligible business or professional returns may also be subject to the 15% restocking fee, unless separate written terms provide otherwise.

19. Policy Applicable to Your Order

The terms applicable to a transaction are generally the terms presented or otherwise applicable when the order was placed, subject to any consumer rights that cannot legally be waived.

FACE VITAL may update this Policy from time to time.

Changes will apply prospectively as permitted by applicable law.

The current FACE VITAL restocking fee is 15% for eligible returns, subject to the conditions and legal limitations described in this Policy.

20. Contact Us

For return, refund, cancellation, warranty, or order-related questions:

Returns & Cancellations:
https://facevital.com/pages/returns-and-cancellations

Customer Service:
help@facevital.com

Please include your FACE VITAL order number whenever possible so we can assist you efficiently.