Refund policy

Returns & Refund Policy

At FV Foundation, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we’re here to help. Please read our Returns & Refund Policy carefully to ensure a smooth return process.

1. Returns Eligibility

We accept returns on items within 14 days from the date of receipt, in accordance with the Consumer Contracts Regulations. You are entitled to a full refund or exchange, provided the item meets the following conditions:

  • The item must be unused, in its original sealed packaging (if applicable), and in a resell able condition.
  • We cannot accept returns of products that have been opened or used unless they are faulty.
  • Personalized or custom-made products cannot be returned unless they are faulty or damaged.

If you received a damaged or defective item, please refer to the Faulty Items section below.

2. How to Return an Item

To return an item, please follow these steps:

  1. Contact Us: To initiate a return, please get in touch with our customer service team at support@fvfoundation.uk within 14 days of receiving your order. Please provide your order number and the reason for the return.
  2. Return Instructions: We will send you a return authorization with instructions on how to return the product. You will need to return the item to the address provided, at your own cost, unless the item is faulty.
  3. Package the Item: Please ensure the item is securely packaged to avoid damage during transit.
  4. Return the Item: Once you’ve received the return instructions, please return the item to us. We recommend using a tracked service for your return to ensure the package reaches us safely.

3. Foundation Shade Exchange Policy

At FV Foundation, we understand that selecting the perfect foundation shade online can be challenging. To ensure customer satisfaction, we offer a one-time shade exchange under the following conditions:

Eligibility for Exchange

✅ The foundation must be unused, unopened, and in its original packaging.
✅ The exchange request must be made within 14 days of receiving the product.
✅ Only one exchange per order is allowed.

How to Request an Exchange

  1. Contact our customer support at support@fvfoundation.uk with your order number and shade exchange request.
  2. Our team will guide you on the exchange process and available shade options.
  3. The customer is responsible for the return shipping costs. Once we receive and verify the product, we will dispatch the new shade.

Important Notes

  • Refunds are not applicable for shade selection issues.
  • We recommend checking our shade guide or contacting support before purchasing.
  • Screen displays may vary, and we encourage checking multiple sources for accurate shade references.

For any further queries, please reach out to our support team. We’re happy to help you find your perfect match!

Once we receive and inspect your return, we will process your refund within 14 days. The refund will be credited to the original payment method used for the purchase.

  • Full Refund: If the return meets the conditions outlined above, you will receive a full refund, including the cost of standard delivery (if applicable).
  • Partial Refund: If the item is returned in a damaged or used condition, we may offer a partial refund.

Please note: We will not refund any postage or delivery charges

4. Faulty Items

If you receive an item that is faulty or damaged, please notify us within 14 days of receiving the item. We will provide a full refund or exchange, including the cost of return shipping.

To return a faulty item:

  1. Contact Us: Email us at support@fvfoundation.uk with your order number and details of the issue.
  2. Return Instructions: We will send you instructions on how to return the faulty item at no extra cost to you.
  3. Replacement or Refund: Upon receiving the returned faulty item, we will either issue a full refund or send a replacement, depending on your preference and stock availability.

5. Non-Returnable Items

The following items are non-returnable unless they are faulty or damaged:

  • Personalized or custom-made products
  • Gift cards
  • Items marked as final sale

6. Shipping Costs

  • Returns: Customers are responsible for return shipping costs unless the item is faulty or damaged.
  • Exchanges: If an exchange is requested, the customer will be responsible for the return shipping costs of the original item and the shipping costs of the new item.

7. Contact Us

If you have any questions about our returns or refund policy, please feel free to contact us at support@fvfoundation.uk or via our contact page.

FV Foundation is committed to providing excellent customer service and ensuring that your shopping experience is hassle-free.