Genuine Products, Guaranteed Satisfaction
At Face Fresh, we stand behind every product we make. If something isn’t right with your order, we want to fix it. Eligible items are covered by our money-back guarantee (wholesale and merchant orders are excluded). To qualify for a refund or exchange, products must be returned unused and in their original condition.
How to Start a Return
If your item arrives damaged, or you’re not satisfied with your purchase, email us at care@facefresh.com to request a Return Merchandise Authorization (RMA), or start the return from the My Account section of the website.
A few things to know before you return:
- Items must be unused, unopened, and in their original packaging.
- Return shipping for voluntary returns (change of mind) is paid by the buyer.
- Items bought with discount codes or during promotions can only be refunded if they arrive damaged or expired. In those cases, send us clear photos of the product — in most situations we won’t ask you to ship it back.
Refund Processing
Once your return is approved, we process refunds within 24–48 hours. If you prefer, we can issue store credit instead, which you can use on any future order.
For payments made by bank deposit, refunds are sent by bank transfer within 7 working days. Please email us your account details so we can process it securely.
Original shipping costs are refunded only when the return is due to an error on our side (wrong item, damaged item, or expired product).
Order Cancellation
Changed your mind? Email care@facefresh.com as soon as possible. If your order hasn’t left our warehouse yet, we’ll cancel it right away and confirm by email. Once an order has been dispatched, it can no longer be cancelled — but you can still follow our returns process above.
International Orders: Shipping, Refusal & Non-Acceptance
All international orders are dispatched from Dubai, United Arab Emirates. Once your parcel has been handed to the courier, shipping and courier charges are non-refundable.
If your parcel arrives damaged, contact us at care@facefresh.com with clear photos of the product and packaging, and we will make it right with a replacement or refund.
If you refuse the delivery or do not accept the parcel when it arrives — and there is no damage, defect, or error from our side — the order is not eligible for a refund. International couriers charge us for the full delivery, return, or disposal of refused parcels, and these costs cannot be recovered. Please order carefully and double-check your delivery address and phone number before placing an international order.
Duties, VAT and Taxes on International Orders
We pay all customs duties, import taxes and VAT on every Face Fresh order. You pay nothing extra when your parcel arrives, there are no hidden fees or charges, and the price you see at checkout is the final price.
If anyone ever asks you to pay an extra charge for a Face Fresh parcel, please message us on WhatsApp with your order number before you pay anything.
Contact Us
Questions about a return, refund, or customs charge? Email us at care@facefresh.com.