Returns And Refund Policy

At Facoles, your satisfaction is our top priority. We strive to deliver high-quality products and excellent service with every order. However, if something doesn’t meet your expectations, we’re here to help with a clear and simple return and refund process. Below are the terms and conditions for returns, exchanges, and refunds.

1. Eligibility for Returns and Exchanges

You can request a return or exchange under the following conditions:

✅ Accepted Returns and Exchanges:

  • Defective or Damaged Items: Products that arrive with manufacturing defects or are damaged during shipping.
  • Incorrect Orders: Items that don’t match your original order, such as the wrong size, color, or design.

❌ Non-Returnable Items:

  • Items marked as Final Sale at the time of purchase.
  • Personalized or custom-made products (unless they are defective or incorrect).
  • Products that have been used, washed, or damaged by the customer.

2. Return and Exchange Period

  • You must request a return or exchange within 30 days of receiving your order.
  • The 30-day period starts from the day your order status is marked as “Delivered” in the tracking system.
  • After 30 days, returns or exchanges will not be accepted unless the product is proven to be defective or damaged upon delivery (subject to case-by-case approval).

3. How to Request a Return or Exchange

To start the return or exchange process, follow these steps:

🔹 Step 1: Contact Us

  • Email us at [email protected] or call +1 (406) 503-3117.
  • Provide the following information:
    • Order number
    • Reason for the return or exchange
    • Clear photos of the defective or incorrect product (if applicable)

🔹 Step 2: Get Confirmation and Instructions

  • Our customer support team will review your request and provide further instructions.
  • If applicable, you will receive a return authorization form and a shipping label.

🔹 Step 3: Pack and Ship the Item

  • Securely pack the item in its original packaging.
  • Include the completed return authorization form.
  • Ship the package using a trackable shipping method to the following address:

📍 Return Address:
1942 Broadway St STE 314c, Boulder, CO 80302, United States

4. Return Shipping Costs

✅ We Cover the Cost:

  • If the return is due to our error (e.g., incorrect or defective product).
  • If the item was misprinted or damaged during shipping.

❌ Customer Covers the Cost:

  • If the return is due to customer error (e.g., wrong size or design selected).
  • If the customer wants to exchange the product for a different size or color.

5. Refund Process

Once we receive and inspect the returned item, we will update you on the refund status:

✅ Approved Refunds:

  • If approved, the refund will be processed within 3 to 10 business days to your original payment method.
  • Refunds will cover the product value only; shipping fees are non-refundable unless the item was defective or incorrect.

❌ Denied Refunds:
Refunds will be denied if:

  • The product shows signs of use or damage caused by the customer.
  • The product is not returned in its original condition or packaging.
  • The return request is submitted after the 30-day window (unless the product is defective).

🔹 Defective but Out of Stock:

  • If the defective product is out of stock, you will be offered a full refund or store credit of equal value.

6. Exchanges

✅ Accepted Exchanges:

  • Exchanges are allowed if the product is defective or incorrect.
  • Exchanges for different sizes or colors are accepted if the product is in stock and unworn.

❌ Unavailable Stock:

  • If the requested replacement is out of stock, you will be offered a full refund or an alternative product of equal value.

7. Delayed or Missing Refunds

If you have not received your refund within the expected time frame:

  • Check your bank account or payment platform.
  • Contact your credit card company or payment provider.
  • If the issue persists, contact our customer service team at [email protected].

8. Products Received Damaged or Defective

If you receive a damaged or defective product:

  • Take clear photos of the damage or defect.
  • Email the photos and order details to [email protected] within 30 days of delivery.
  • We will review your claim and arrange a replacement or refund.

9. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

  • Domestic reshipping fee: $7 per item.
  • International reshipping fee: $10 per item.

➡️ If the order is returned due to an incorrect address, the customer will need to cover the reshipping cost.

10. Returned to Sender

If your order is returned to us due to:

  • Incorrect address.
  • Unclaimed package.
  • Customs refusal.

➡️ Additional shipping fees will apply if you request the order to be reshipped.

11. Final Sale and Non-Refundable Items

  • Items marked as Final Sale are not eligible for returns or exchanges.
  • Custom and personalized products are final sale unless defective or incorrect.

12. Order Cancellations

✅ Custom Orders:

  • Can be canceled within 1 hour of purchase if production has not started.

✅ Non-Custom Orders:

  • Can be canceled within 24 hours for a full refund.

❌ After Production:

  • Orders cannot be canceled once production has started.

13. Additional Terms

  • Refunds for gift orders will be processed to the original payment method.
  • If you receive a defective product and request a refund, the shipping cost will also be refunded.
  • For bulk or corporate orders, special return terms may apply — please contact us for details.

💖 Thank You for Shopping with Facoles!

We value your business and aim to provide the best shopping experience. If you have any questions about our return and refund policy, feel free to reach out to us at [email protected] or call +1 (406) 503-3117.

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