Last updated: 20 October 2026
We want you to be happy with every order from facefresh.ae. This policy explains when you can return a product, how to start a return and how refunds work. It applies to orders delivered in the United Arab Emirates and sold by Face Fresh UAE.
1. Damaged, wrong or expired products
If your order arrives damaged, incorrect, incomplete or past its expiry date, we will replace it or refund you in full, including any delivery charge. Please:
- contact us within 7 days of delivery;
- send your order number and clear photos of the product, the seal and the packaging;
- keep the product and packaging until we reply.
In most cases we will not ask you to send the product back.
2. Change of mind
You can return a product within 7 days of delivery if you change your mind, as long as it is:
- unopened and unused;
- in its original packaging, with the seal unbroken;
- not bought at a discount or as part of a promotion.
For hygiene and safety reasons, we cannot accept change-of-mind returns of opened or used skincare products. The cost of sending a change-of-mind return back to us is paid by the customer.
3. Promotions and discount codes
Products bought with a discount code or during a promotion can be refunded only if they arrive damaged, incorrect or expired. Refunds are always for the amount you actually paid.
4. How to start a return
Email care@facefresh.com or message us on WhatsApp with your order number and the reason for the return. We will reply with the next steps. Please do not send products back before we confirm, as unexpected parcels may not be accepted.
5. Refunds
Once your return is approved, we refund the amount to the original card used for payment through our payment provider, Stripe. Refunds usually appear on your statement within 5 to 10 working days, depending on your bank. We will email you when the refund has been issued.
6. Cancelling an order
To cancel, contact us as soon as possible. If your order has not been dispatched, we will cancel it and refund you in full. Once an order has been dispatched it cannot be cancelled, but you can follow the return steps above.
7. Refused deliveries
If you refuse delivery of a correct, undamaged order, it will be handled as a change-of-mind return once it reaches us. Please contact us first if there is a problem with your order, so we can help.
8. Allergic reactions
Every product page lists the full ingredients. We recommend a patch test before first use. If you have a reaction, stop using the product and seek medical advice if needed. Opened products are not refundable on these grounds, but please contact us so we can record your feedback and help you choose a better product.
9. Contact us
Questions about a return or refund? Email care@facefresh.com, message us on WhatsApp or call +971 56 842 8933, Monday to Saturday, 8 am to 5 pm Dubai time.