Refund policy
FaceVela Refund Policy
Last updated: April 7, 2026
30-Day Returns
We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging
- Accompanied by proof of purchase
How to Start a Return
To request a return, please contact us at:
📧 support@facevela.com
If your return is approved, we will provide:
- Return instructions
- Return shipping details
⚠️ Items sent back without prior approval will not be accepted.
Damaged, Faulty, or Incorrect Items
Please inspect your order upon arrival.
If your item is:
- Damaged
- Defective
- Incorrect
Contact us immediately so we can resolve the issue as quickly as possible.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned, including:
- Personal care and skincare devices that have been used
- Opened or used beauty products
- Sale items
- Gift cards
If you are unsure, please contact us before purchasing.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item is to:
- Return your original item
- Place a new order once your return is approved
EU 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason.
Items must still meet return conditions:
- Unused
- In original packaging
- With proof of purchase
Refunds
Once we receive and inspect your return:
- We will notify you of approval status
- If approved, your refund will be processed to your original payment method within 10 business days
Please note:
- Banks and card providers may take additional time to process refunds
If more than 15 business days have passed since approval, contact us at:
📧 support@facevela.com