At Freya Looks, customer satisfaction is our top priority. While we strive to ensure that you receive high-quality products in excellent condition, we understand that sometimes issues may arise. Below is our policy regarding refunds and returns.
1. Return Eligibility
To qualify for a return, please ensure that:
- The item is in unused and original condition, with all original packaging and accessories.
- The return request is initiated within 7 days of receiving the product.
- You provide proof of purchase, such as an order confirmation email or receipt.
Non-returnable items:
- Used or damaged products (unless they arrived defective).
- Beauty boxes or items sold as part of promotional bundles, unless defective.
- Any free gifts or promotional items included with the purchase.
2. How to Initiate a Return
If you meet the eligibility criteria and wish to return a product, follow these steps:
- Contact Us: Send an email to [[email protected]] with the subject line “Return Request” and include the following details:
- Order number
- Product name
- Reason for the return (attach photos if the item is defective or damaged).
- Await Approval: Once we receive your request, we will review it and respond within 3 business days with further instructions.
- Return Shipping:
- If the return is due to a defective or incorrect product, we will cover the shipping cost.
- If the return is due to other reasons (change of mind), the customer will be responsible for the return shipping cost.
Please note that we only accept returns shipped via a trackable method to ensure the item reaches us safely.
3. Refund Policy
Once we receive and inspect the returned product, we will process the refund. Refunds are issued under the following conditions:
- Approved Returns: If the product meets the return eligibility criteria, a full refund will be issued.
- Processing Time: Refunds will be processed within 5-7 business days after we receive the returned item.
- Refund Method: Since we operate on a cash-on-delivery basis.
4. Defective or Damaged Products
If you receive a product that is defective or damaged during shipping, we will replace it or offer a full refund. Please notify us within 48 hours of receiving the product by emailing [[email protected]] with clear photos showing the damage or defect.
5. Order Cancellation
- Before Shipment: Orders can be canceled before they are shipped by contacting us at [[email protected]].
- After Shipment: Once an order is shipped, it cannot be canceled. However, you may initiate a return once you receive the product, as per our return policy.
6. Important Notes
- Products returned without prior approval will not be accepted.
- We reserve the right to refuse a return or refund if the item shows signs of use or damage caused by the customer.
- Refunds will not include any COD handling charges incurred during the original delivery.
7. Contact Us
For any questions or concerns regarding refunds or returns, please contact us [email protected].