CANCELLATION, RETURN & EXCHANGE POLICY
It is our intention to satisfy our customers.
We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your order, just call the Customer Service to cancel your order and we will use our best endeavors to cancel it providing your order has not yet been dispatched. If your order has already been dispatched, such cancelation will be treated as a return. Please refer to our Return/Other section below for further information. In all circumstances, you can always contact our Customer Service who will be happy to assist you.
- Wrong, defective or damaged product
We endeavor to provide an accurate description of the products on our Website. Likewise, we always endeavor to supply through our Website products approved by the Saudi Food and Drug Administration and we take particular care to ensure that the products reach you long before their expiry dates (if and when applicable).
However, we must recognize that errors may occur.
If, as a result of such error, you receive:
- the wrong product; or
- a product that does not fit the description provided on the Website; or
- a product that is damaged or defective;
please logon into your account and fill in the Return Form in order to start the return process and our Customer Service will call you to assist you with your request.
You may return the product(s) by visiting your nearest Faces store.
If you are not able to visit a Faces store, please contact our Customer Service who will assist you accordingly.
The product must be returned to us in the same condition as received and in its original box and packaging intact, within 7 days of receipt of your order. The original invoice must be presented along with your ID.
Once we have received and inspected the returned product(s), we will refund the price of the product and any applicable delivery charge.
If you paid:
- by credit/debit card, we will process the refund by crediting within a reasonable period of time the same credit/debit card used during the order process;
- with Faces Beauty Rewards Points, your points will be credited back to your Faces Beauty Rewards account within a reasonable period of time.
- cash on delivery, please return the product(s) to your nearest Faces store , and you will receive a store credit note for the same amount to be used within our store only.
Returns for any reasons other than the ones defined in the section above will only be accepted in your nearest Faces Store.
There may be situations in which you are not able to return a product within the 7 days of receipt, in such cases please contact our Customer Service or through the Contact Us page and file a request. Requests are handled on case by case basis at our discretion.
You can exchange your product(s) by returning it(them) to your nearest Faces store within 7 days of receipt of your order.
The product must be returned to us in the same condition as received and in its original box and packaging intact. The original invoice must be presented along with your ID.
Once we have received and inspected the returned product(s), You may exchange your product(s) with any other product(s):
- of the same value; or
- of a lower value, in which case any excess will be refunded to you; or
- of a greater value, in which case you will have to pay the price difference at the time of the exchange.