Returns And Refund Policy

Effective Date: June 4, 2025
At Facoles, we are committed to delivering high-quality custom products with a strong focus on customer satisfaction, fairness, and transparency. This policy outlines your rights and our procedures in cases where a return, exchange, or refund is required.

1. Return & Exchange Eligibility

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

✅ Eligible Cases:

  • Defective or Damaged Items: Products that arrive with manufacturing defects or are damaged during transit.
  • Incorrect Orders: Items that differ from your original order (wrong size, color, design, or product).
  • Significantly Not as Described: Product differs clearly from images or descriptions on facoles.com.

❌ Non-Eligible Cases:

  • Items marked as Final Sale at checkout.
  • Custom-made or personalized items (unless defective or incorrect).
  • Items that are used, washed, altered, or damaged by the customer.
  • Requests initiated after 30 days from delivery unless the item is defective.

2. Return & Exchange Timeframe

  • All return/exchange requests must be made within 30 days from the date the order is marked as “Delivered.”
  • Photo proof of damage/defect must be submitted during this period.
  • Returns after 30 days are not accepted, except for proven manufacturing defects subject to approval.

3. How to Initiate a Return or Exchange

Step 1: Contact Us

Please include:

  • Order number
  • Reason for return or exchange
  • Clear photos of the product if it’s defective, damaged, or incorrect

Step 2: Await Approval

  • Our team will respond within 24 hours with next steps.
  • If approved, you’ll receive a Return Authorization Form and, if applicable, a prepaid return label.

Step 3: Prepare and Ship

  • Place the product (unused, unwashed, in original packaging) in the parcel.
  • Include the return authorization form.
  • Ship to:

Facoles Returns
539 W Commerce St 5444, Dallas, TX 75208, United States

4. Return Shipping Costs

  • Our Responsibility: We cover shipping costs for defective, damaged, or incorrect items.
  • Customer Responsibility: For returns due to size changes, incorrect selections, or other customer errors.

Re-shipping Fees (for incorrect addresses/unclaimed parcels):

  • Domestic: $7 per item
  • International: $10 per item

5. Refund Process

Returned items are inspected upon receipt:

✅ Refund Approval:

  • A refund will be processed within 3–10 business days to the original payment method.
  • Refund covers the product value and, where applicable, the original shipping fee.

❌ Refund Denial:

  • If the item shows signs of use, damage, or has missing parts.
  • If returned after the eligible timeframe without defect confirmation.

Out-of-Stock Cases:

  • If the replacement product is out of stock, a full refund or store credit will be offered.

6. Exchanges

  • Available for defective, incorrect, or size/color exchange (if item is unused and in stock).
  • If the requested replacement is unavailable, you may opt for a refund or an alternative product of equal value.

7. Damaged, Defective, or Lost Items

  • Report all issues within 30 days of delivery.
  • Provide clear photos and a description of the problem.
  • Our team will review and arrange a return, replacement, or refund at no cost to you.
  • For lost packages, contact us with your order number and tracking details. We will investigate and resolve promptly.

8. Incorrect Shipping Address & Unclaimed Parcels

  • Customers must ensure accurate shipping information during checkout.
  • If a package is returned due to address issues or is unclaimed:
    • You may request re-shipment (shipping fees apply).
    • Or, request a partial refund (product value minus shipping/handling).

9. Returned to Sender

  • If your order is returned due to an invalid address, refusal at customs, or lack of recipient response, re-shipping fees will apply if you wish to resend.

10. Final Sale and Non-Refundable Items

  • Items marked as Final Sale or custom-designed products are not eligible for return or refund unless defective.

11. Order Cancellations

  • Custom Orders: Can be canceled within 1 hour if production has not started.
  • Non-Custom Orders: Can be canceled within 24 hours for a full refund.
  • Once production begins, orders cannot be canceled. Eligible items may be returned after delivery.

12. Gift Orders & Special Cases

  • Refunds for gifts will be issued to the original payment method.
  • If defective and out of stock, customers may choose a refund, store credit, or an alternative item.

13. Late or Missing Refunds

  • Refunds usually appear in your account within 3–10 business days.
  • If delayed:

14. Policy Updates

Facoles reserves the right to update this Return & Refund Policy at any time for legal compliance or operational needs.

We encourage customers to review the policy before each purchase.

15. Contact Information

Facoles Customer Support
Email: support@facoles.com
Phone: +1 (406) 998-1506
Address: 539 W Commerce St 5444, Dallas, TX 75208, United States

By placing an order on Facoles.com, you acknowledge and agree to the terms outlined in this Return & Refund Policy.

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