Refund and Returns Policy

Effective Date: [30/12/2024]

1.Overview

At Tousand Faces, we want you to be completely satisfied with your purchase. If for any reason you are not, our Refund and Return Policy is designed to make the process as simple and fair as possible. Please review the terms below carefully.

2.Eligibility for Returns & Refunds

To be eligible for a return or refund, the following conditions must be met:

  • Item Condition: The product must be unused, in its original packaging, and in the same condition as when you received it.
  • Timeframe: Returns must be initiated within [15 days] of the delivery date.
  • Proof of Purchase: A valid order number (found in your confirmation email) or receipt must be provided.
  • Exceptions: Perishable goods, personalized items, digital downloads (e.g., e-books, software), and intimate apparel (e.g., underwear, lingerie) are generally non-returnable unless defective.

3.How to Initiate a Return

To request a return, follow these steps:

  • Contact Us: Email our Customer Support team at [[email protected]] or use the “Contact Us” form on our website with your order number and reason for return.
  • Authorization: We will review your request and issue a Return Merchandise Authorization (RMA) number if approved.
  • Ship the Item: Package the product securely and send it to the address provided in the RMA email. Please note: You are responsible for return shipping costs unless the item was defective or incorrectly shipped.
  • Inspection: Once we receive the item, our team will inspect it to ensure it meets the return eligibility criteria.

4.Refund Process

  • Timeline: Refunds are processed within 5–7 business days after the returned item is approved.
  • Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal).
  • Shipping Fees: Original shipping costs are non-refundable. If the return is due to our error (e.g., wrong item, defect), we will reimburse both the outbound and return shipping .

5. Exchanges

If you would like to exchange an item for a different size, color, or product:

  • Follow the return process above and indicate “Exchange” as the reason for return.
  • Specify the desired replacement item in your RMA request.
  • If the replacement item costs more than the original, you will pay the difference; if it costs less, we will issue a refund for the difference.
  • Exchanges are subject to availability.

6. Defective or Damaged Items

If you receive a defective, damaged, or incorrect item:

  • Contact us within 48 hours of delivery with photos of the defect/damage and the product’s packaging.
  • We will arrange for a free return label and issue a refund or send a replacement at no cost to you.

7. Non-Returnable Items

The following items cannot be returned or refunded:

  • Personalized or custom-made products
  • Perishable goods (e.g., food, skincare with expiration dates)
  • Digital products (e.g., e-books, software licenses)
  • Intimate apparel (e.g., underwear, swimwear)
  • Items marked as “Final Sale”

8. Contact Information

If you have any questions about this policy, please reach out to our team: