Refund & Exchange Policy

At FemFace, we care about your experience with us and want you to feel confident when shopping for skincare, sun care, haircare, and daily beauty essentials. This policy explains when a product may be returned, exchanged, replaced, or refunded after a purchase from our official website.

By placing an order on the FemFace website, you agree to the terms below.

1. Return and Exchange Window

You have 7 days from the date your order is delivered to request a return or exchange.

If you contact us after that period, we may still review the matter where there is a genuine product quality concern, but approval is not guaranteed. The sooner you contact us, the better we can assist.

2. When Returns or Exchanges Are Accepted

We may accept a return, exchange, replacement, or approved refund if:

• You received the wrong product
• The product arrived damaged
• The product arrived incomplete or missing from the parcel
• The product is defective or unusable on arrival
• The product is expired or clearly unfit for intended cosmetic use on receipt

To be eligible, the product must be returned in the same condition in which it was received unless the issue itself relates to damage, defect, or a fulfilment error.

3. Products We Cannot Accept Back

For hygiene, safety, and product integrity reasons, we generally cannot accept returns or exchanges for products that are:

• Opened, used, or partially used
• Tampered with after delivery
• Damaged after receipt due to mishandling or storage issues
• Returned without original packaging where packaging is required for verification

This applies across skincare, serums, SPF products, creams, BB products, lip and cheek tints, shampoos, masks, haircare items, and other personal care products sold by FemFace.

4. Changed Your Mind?

We do not usually accept returns or exchanges because of change of mind, incorrect self-selection, texture preference, fragrance preference, or shade preference after delivery.

However, if the product is completely unused, unopened, sealed, and still in its original condition, our team may review the request on a case-by-case basis. If approved, return shipping and re-delivery costs may apply.

5. Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, incomplete, or otherwise not as expected, please contact us within 24 to 48 hours of delivery.

When contacting support, please keep the following ready:

• Your order number
• Clear photos or a short video showing the issue
• Photos of the parcel and packaging where relevant
• A short explanation of what is wrong or missing

Please do not discard the packaging before contacting us, as it may be needed for review or courier follow-up.

6. Proof of Purchase

To process a return, exchange, or refund request, valid proof of purchase is required. This may include:

• Your order number
• Order confirmation email or message
• Payment proof where relevant
• Delivery or courier confirmation details where relevant

Requests without sufficient proof of purchase may be delayed or declined.

7. How the Return Process Works

Please do not send any item back without first receiving approval from our support team.

Once you contact us and your request is reviewed, we may ask for product photos, video evidence, return confirmation, or additional order details. If your request is approved, we will guide you on the next step.

Depending on the situation, FemFace may offer a replacement, exchange, refund, or store credit where appropriate.

8. Exchange Options

If an exchange is approved, we may offer:

• The same product as a replacement
• A different eligible product of similar value
• Store credit where appropriate

If the replacement item is higher in value, you may be asked to pay the difference. If it is lower in value, the balance may be adjusted through store credit or another approved resolution.

9. Refunds

Refunds are processed only after the request is approved and the returned product passes inspection where inspection is required.

Depending on the situation, refunds may be issued through:

• The original payment channel where possible
• Bank transfer
• Approved mobile wallet reimbursement
• Store credit

Refund processing usually takes 5 to 7 working days after approval, depending on the payment provider, bank, or reimbursement method.

For Cash on Delivery orders, refunds cannot be made in cash through the courier. In those cases, FemFace may issue the refund through bank transfer, wallet reimbursement, store credit, or another approved method.

10. Return Shipping Charges

Shipping fees are generally non-refundable unless FemFace confirms that the return is due to our own error.

You may be responsible for return shipping if the return request is based on:

• Change of mind
• Personal preference
• Incorrect selection by the customer

FemFace may cover return or replacement shipping where the issue is caused by a damaged, defective, expired, incorrect, or incomplete order confirmed by our team.

11. Bundle Returns and Exchanges

If you purchased a bundle, the full bundle may need to be returned unless our team approves partial handling in writing.

Because bundle pricing and discounts depend on the complete offer, returning only one item from a bundle may affect the final refund or exchange value. Any included free gifts, promotional items, or samples may also need to be returned unused and unopened if the full bundle is being returned.

12. Sale, Discounted, and Promotional Items

Products purchased during a sale, under a promotional code, launch offer, bundle discount, or limited-time campaign may not be eligible for refund unless the product is damaged, defective, incorrect, expired, or incomplete.

FemFace reserves the right to decide which items are considered final sale during specific campaigns.

13. Skin Reactions and Product Suitability

FemFace products are intended for cosmetic and personal care use, but skin and hair responses can vary from person to person.

We recommend:

• Reading product usage directions carefully
• Checking ingredient details where relevant
• Performing a patch test before full use, especially if you have sensitive skin or known ingredient sensitivities

Returns or refunds are generally not accepted for individual skin reactions, suitability concerns, fragrance preference, texture preference, or unmet personal expectations unless the product itself is proven defective or incorrect.

14. Purchased from a Retail Store?

If you purchased a FemFace product from a physical retailer, pharmacy, marketplace, third-party seller, or another stockist, please contact the original place of purchase first. Their return policy may differ from the policy on the official FemFace website.

If needed, we may still help with product verification or general support guidance.

15. Cancellations Before Dispatch

You may request cancellation before your order has been packed or dispatched. Once it has been handed over to the courier, cancellation may no longer be possible.

For Cash on Delivery orders, repeated cancellations or refused deliveries may affect future COD eligibility. For prepaid orders, approved cancellations will be handled according to our Cancellation Policy and the applicable refund process.

16. Product Inspection on Return

All returned products are inspected after they are received. A return or refund may be declined if:

• The returned item does not match the approved claim
• The product has been used, opened, damaged, or altered after delivery
• The item is missing required packaging or proof needed for review
• The claim does not meet the eligibility terms of this policy

If a return is rejected after inspection, the item may be sent back to you at your expense where applicable.

17. How to Get in Touch

To request a return, exchange, or refund review, please contact FemFace Customer Support with your order details and issue summary.

Email: support@femface.com.pk
Phone: +92 315 534 0882
Website: https://femface.com.pk/
Support Page: Contact Us

You may also find these pages helpful:

• FAQ
• Shipping Policy
• Payment Options
• Cancellation Policy
• Track Order