Return Policy
Please read our return policy carefully to ensure a smooth and efficient process.

Returns
You have the right to return a product purchased from Faccelove within 30 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as you received it.

Cosmetic products with a broken seal cannot be returned for hygiene reasons. According to § 312g Abs. 2 Nr. 3 of the German Civil Code (BGB), the right of withdrawal is excluded for products that are no longer suitable for resale due to health or hygiene reasons. This is for the safety of all customers.

For Buy 1, Get 1 Free promotions, the free product (0 Euro) is not returnable. To qualify for a return, both products must be unopened, unused, and sealed. If one product is opened, the return option is void.

Start the Return Process
To initiate a return, please contact our customer service at info@faccelove.com.
Provide your order number, a detailed reason for the return, and supporting images if possible.

Return Shipping Costs
Customers bear the shipping costs for the return, unless the return is due to an error on our part (e.g., a wrong or defective product).
We recommend using a trackable shipping method to ensure the product is properly returned.

Return Authorization
After approval of your return request, you will receive the return form and your Return Authorization (RA) number, along with instructions on how to proceed with the return.

If your package arrives damaged, a defect is present, or the wrong product was delivered, we will cover the return shipping costs. You will receive a voucher to offset the return shipping costs.

In all other cases, the customer bears the costs of the return shipment.

Returns with Issues: Damaged/Wrong Product
Products that are incorrect, defective, or damaged during transit are eligible for a return. The product must be unused and in its original packaging.

After reviewing your return request, you will receive a Return Authorization (RA) number and further return instructions.

Make sure the product is returned within 5 days of receiving the RA number.

Once we receive and inspect the product, we will either process a replacement or refund, depending on your preference.

Exchanges
Exchanges are only possible within the 30-day return period after delivery.

• Ensure the product is properly packaged to avoid damage during transport.
• We only offer exchanges for products of the same value.
• If the exchanged product has a different value, the customer is responsible for paying the price difference.
• The shipping costs for exchanges are borne by the customer.

Exceptions for Returns
All returns must meet the following conditions:

• Unused: The product must be in its original condition. Used products cannot be returned.
• No Damage: The product must show no signs of use or damage, unless it was delivered defective.

Special Exception
In certain cases, we may decide to send a replacement product without requiring the original product to be returned.

If you are not satisfied with the replacement product, both products must be returned to receive a refund.

This is a one-time exception—future replacements will only be processed after the original product is returned.

Restocking Fee
All returns are subject to a 15% restocking fee.

This fee covers the processing of returns, restocking inventory, and any potential depreciation of the product.

Conditions for Waiving the Restocking Fee
The restocking fee may be waived in certain cases, such as:

• The received product is defective or arrived damaged.
• An incorrect product was delivered and no replacement is possible.

Requests to waive the restocking fee are reviewed on a case-by-case basis.

Changes to the Return Policy
Faccelove reserves the right to change or update this return policy at any time.
Changes take effect immediately upon publication on our website.

For questions or comments regarding our return policy, please contact our customer service at info@faccelove.com