Return & Exchange Policy
At Faya, customer satisfaction is our top priority. We are committed to providing a clear and flexible return and exchange policy, while taking into account the nature of personal care and cosmetic products.
1. Conditions for Returns & Exchanges
Requests must be submitted within 14 days from the date of delivery.
Products must be unused, unopened, and in their original, intact packaging.
The order number must be provided.
Returns or exchanges are only accepted in the following cases:
Receiving an incorrect item.
Receiving a damaged or defective product.
2. Non-Returnable & Non-Exchangeable Products
Products that have been opened or used.
Items purchased during final sales or promotions (unless damaged or incorrect).
Orders exceeding 14 days from the date of delivery.
3. Online Orders & Cash on Delivery (COD)
For COD orders, customers are required to check the products upon delivery.
If an order is refused after shipping without a valid reason related to product quality or order accuracy, the customer may be added to the restricted COD list for future orders.
Any return after COD payment is subject to the conditions above, and customers must contact us immediately.
4. Steps to Request a Return or Exchange
Contact us via WhatsApp, TikTok, Instagram or Facebook within the allowed timeframe.
You may be asked to provide a photo of the product and its condition.
Requests are reviewed within 2–3 business days.
If approved, the refund will be processed, or the replacement product will be shipped once the original item is received.
5. Shipping & Fees
Customers bear the shipping cost for returns or exchanges not related to product quality.
In cases where the error is from our side, Faya covers all shipping and replacement costs.
