REFUND & RETURNS POLICY

At FAULTLESS, we want customers to clearly understand our return and refund process before completing a purchase.

RETURN PERIOD

Eligible products may be returned within 14 days of confirmed delivery.

Return requests received after this period may not be accepted unless otherwise required by applicable consumer law.

RETURN CONDITIONS

To qualify for a return, a product must generally be:

• Unused

• Unopened

• Unaltered

• In its original condition

• In its original retail packaging

• Accompanied by all original seals and labels

• Accompanied by any accessories and promotional items included with the purchase

• Supported by valid proof of purchase

FAULTLESS may refuse a return where the product does not meet these conditions, subject to applicable consumer law.

BEAUTY AND HYGIENE RESTRICTIONS

For hygiene and safety reasons, opened or used cosmetics, skincare products, applicators and other personal-care products are generally not eligible for return unless they are:

• Damaged

• Defective

• Incorrect

• Incomplete

• Otherwise eligible under applicable consumer law

A product may be considered opened or used when:

• A security or hygiene seal has been broken

• Protective packaging has been removed

• The product has been tested

• The product has been used

• An applicator has contacted the skin

• Original packaging is incomplete

NON-RETURNABLE PRODUCTS

The following products may generally not be eligible for return:

• Opened cosmetics

• Used cosmetics

• Opened skincare products

• Used skincare products

• Products with broken hygiene or protective seals

• Gift cards

• Free promotional gifts returned separately from the qualifying purchase

• Samples

• Products clearly marked as final sale

• Unauthorized returns

• Products damaged through misuse

• Products stored or handled incorrectly

• Products purchased from another retailer or website

This section does not limit any consumer rights that cannot legally be excluded.

HOW TO REQUEST A RETURN

Before returning a product, please contact:

Email: erzongz@gmail.com

Please include:

• Your full name

• Order number

• Product name

• Reason for the return request

• Relevant photographs, where applicable

Please do not return any product until FAULTLESS has reviewed your request and provided the appropriate return instructions.

Unauthorized returns may be delayed, rejected or returned to the sender where permitted by applicable law.

RETURN SHIPPING

Unless a product is damaged, defective, incorrect or otherwise covered by applicable consumer law, customers are generally responsible for return shipping costs.

We recommend using a trackable shipping service and retaining proof of shipment.

FAULTLESS cannot be responsible for return packages that are lost or damaged before arriving at the approved return destination.

Approved returns must be sent to the return address provided by our customer-support team.

Return Address: [RETURN ADDRESS]

Please do not send a return to the address shown on the original shipping parcel unless FAULTLESS specifically instructs you to do so.

DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If your order arrives damaged, defective, incorrect or incomplete, please contact FAULTLESS within 3 days of delivery whenever possible.

Email: erzongz@gmail.com

Please provide:

• Your order number

• A clear photograph of the product

• A photograph of the outer shipping package

• A photograph of the shipping label

• A photograph of the relevant product label, barcode or batch code, where applicable

• A brief description of the issue

Please retain the product and all original packaging until your request has been reviewed.

After reviewing the request, FAULTLESS may provide an appropriate resolution, which may include:

• Replacement

• Refund

• Partial refund

• Another remedy required by applicable law

Reporting an issue within 3 days helps us investigate the matter more efficiently and does not limit any rights you may have under applicable consumer law.

RETURN INSPECTION

Returned products will be inspected after they arrive at the approved return destination.

FAULTLESS will review the condition of the returned product and notify you whether the return has been approved or rejected.

Products showing evidence of use, tampering, misuse, damage, missing packaging, missing accessories or removed seals may not qualify for a full refund, except where otherwise required by applicable law.

REFUND PROCESSING

Once a refund has been approved, FAULTLESS will normally process the refund to the original payment method within 3 business days.

After the refund has been issued, your bank, card issuer or payment provider may require additional time for the funds to appear in your account.

The exact posting time depends on your payment provider and is outside FAULTLESS’s direct control.

Original shipping costs are generally non-refundable unless:

• An incorrect product was shipped

• The product was damaged or defective

• The order was otherwise eligible for seller-funded shipping reimbursement

• Refund of shipping costs is required by applicable law

EXCHANGES

FAULTLESS does not currently offer direct product exchanges as a standard return option.

If you would like a different product, shade, size or variation, you may be asked to return the eligible original product in accordance with this policy and place a new order separately.

Please contact our customer-support team before returning any product.

ORDER CANCELLATIONS

If you wish to cancel an order, please contact FAULTLESS as soon as possible.

Email: erzongz@gmail.com

Cancellation may be possible before an order enters fulfilment.

Once an order has been processed, packed or dispatched, cancellation may no longer be possible.

Submitting a cancellation request does not guarantee that the order can be cancelled.

If an order cannot be cancelled and has already been shipped, any eligible return will be handled in accordance with this Refund & Returns Policy.

PROMOTIONAL SETS AND GIFTS

Where a purchase includes a promotional gift, bundle discount, gift with purchase or other promotional benefit, all related products and promotional items may need to be returned together in order to qualify for a full refund.

Where legally permitted, the retail or promotional value of an unreturned promotional product may be deducted from the applicable refund.

CONTACT FAULTLESS

For return, refund, cancellation, damaged-product or order-related enquiries, please contact:

Email: erzongz@gmail.com

When contacting us about an existing order, please include your order number and the email address used at checkout so that our customer-support team can locate your order and assist you more efficiently.