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FA ÀURELLE policies

Return & Replacement Policy

At FA ÀURELLE, product quality and customer satisfaction are our priorities. Because hair-care products are personal-use products, returns and replacements are subject to the conditions below.

Effective Date: 15 September 2026

3.1 Eligible Replacement Cases

  • The product received is damaged during transit.
  • The product received is defective or leaking.
  • The product received is incorrect or different from the product ordered.
  • The product is missing from the shipment.
  • The package appears to have been tampered with or compromised during delivery.

3.2 Reporting a Damaged or Incorrect Product

Customers must contact us at support@faaurelle.com within 48 hours of delivery for damage, leakage, incorrect product, or missing-item claims.

Please include:

  • Order number
  • Clear photographs of the product
  • Photographs of the outer packaging and shipping label
  • A short video/unboxing video, where available
  • Description of the issue

Providing an unboxing video is strongly recommended, particularly for claims involving damage, leakage, tampering, or missing items.

3.3 Product Condition for Returns

  • Be unused or minimally handled, as applicable;
  • Be in its original packaging;
  • Include all original components, labels, and accessories;
  • Not have been intentionally damaged or altered.

3.4 Non-Returnable Products

For hygiene, safety, and product-integrity reasons, opened or used hair-care products may generally not be eligible for return or replacement, except where the product is found to be defective, damaged, incorrect, or otherwise covered by applicable consumer law.

Products purchased from unauthorized sellers or third-party retailers are not eligible for return through FA ÀURELLE's website support process.

3.5 Replacement Process

Once a claim is received, our team may review the photographs, videos, order information, and other relevant details.

If the claim is approved, FA ÀURELLE may:

  • Provide a replacement product; or
  • Provide another appropriate resolution depending on product availability and the circumstances of the case.

3.6 Return Shipping

Where FA ÀURELLE confirms that the product was damaged, defective, incorrect, or otherwise eligible for replacement due to an issue attributable to us, the applicable return shipping cost will be handled by FA ÀURELLE.

For other returns requested for reasons not covered by this policy, return shipping may be the customer's responsibility, subject to eligibility.

3.7 Refund Instead of Replacement

If a replacement is unavailable or otherwise considered inappropriate, FA ÀURELLE may issue a refund where applicable.

Refunds will be processed according to the Cancellation & Refund Policy.