Refund policy

Cancellation, Returns & Exchanges Policy

1. Order Cancellation

Orders may be cancelled free of charge before dispatch, with a full refund. Once dispatched, orders are subject to the return conditions.

2. Returns & Exchanges

Customers may request a return or exchange within 14 days of receiving their order, provided that:

  • The product is unused and has not been tested or sprayed.
  • The original packaging and outer seal remain intact.
  • All items in a bundle or set are returned together.
  • Proof of purchase or an order number is provided.

Voluntary returns of products that have been opened, used, or damaged due to misuse or improper storage are not accepted, without prejudice to customers' statutory rights.

3. Return Shipping Fees

For change-of-mind returns, an AED 30 return shipping fee applies and will be deducted from the approved refund.

If an item is defective, damaged, incorrect, or does not conform to the order, FAY EDITION will cover all applicable return and replacement shipping costs.

4. Exchanges

For approved voluntary exchanges, the replacement product will be shipped free of charge, and the AED 30 return fee does not apply to exchanges. If there is a price difference between the original and replacement products, the customer will pay the difference or receive a refund, as applicable.

5. Damaged or Incorrect Products

If an item arrives damaged, incomplete, incorrect, or not as described, please contact us as soon as possible, preferably within 48 hours of delivery, with supporting photographs where available.

Following verification, we will provide an appropriate remedy in accordance with applicable consumer rights, including replacement or a full refund where required, at no additional cost. If the issue affects one item within a bundle or set, that item will be remedied individually without the need to return the entire bundle.

The recommended reporting period does not limit statutory rights relating to defects or non-conforming products.

6. Return & Refund Process

Return requests may be submitted through WhatsApp or email, including the order number and reason for the request.

  • We respond within 24 business hours.
  • Voluntary returns are inspected before approval.
  • Approved refunds are processed within 5 business days of return approval.
  • Refunds are issued to the original payment method. Additional bank processing time may apply.
  • Tabby and Tamara refunds follow the relevant provider's procedures.
  • Discounted items and bundles are refunded based on the amount actually paid, subject to applicable consumer rights.

Customer Care

FAY EDITION PORTAL (FAY EDITION)
Trade License No. 1617352 · Commercial Registration No. 2844686
Issued by the Dubai Department of Economy and Tourism
Registered address: Dubai, United Arab Emirates
Email: editionfay@gmail.com
WhatsApp: +971 54 767 3331
Website: www.fayedition.ae