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RETURN AND REFUND POLICY

Our Return and Refund Policy was last updated (3rd September 2023).

Thank you for shopping at FAVE.

If, for any reason, you are not completely satisfied with a purchase, we invite you to review our policy on refunds and returns. The following terms are applicable for any products that you purchased with us.

For the purposes of this Return and Refund Policy:

  1. "Company" (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to FAVE and the Parent company Zoey Technologies Limited.
  2. "Goods" refers to the items offered for sale on the Service.
  3. "Orders" means a request by You to purchase Goods from Us.
  4. "Service" refers to the Website.
  5. "Website" refers to FAVE accessible from www.faveshq.com.
  6. "You" means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

1. YOUR RETURN RIGHTS

You are entitled to return your Order within 3-7 days for wrong, defective, or damaged items as specified in the order details.

The deadline for returning an Order is the number of days specified in the product category, and it begins to count from the date you received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the delivered product.

To exercise your right of return, you must inform us of your decision using a clear statement. You can inform us of your decision by visiting this page on our website: [link to how to initiate a refund]

We will reimburse you no later than 14 days from the day on which we receive the returned Goods. We will use the same means of payment as you used for the Order, and you will not incur any fees for such reimbursement.

2. CONDITIONS FOR RETURNS

For the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 3 to 7 days as specified under the categories of goods.
  • The Goods are in the original packaging without being used.
  • We understand that a package must be unpacked in order for buyers to notice any form of deformity. However, we request that no alteration should be made to either "fix" or "correct'' the deformity of such item. Where this is not adhered to strictly, item will be labelled "unreturnable" and no form of refund will be awarded to the buyer.

The following Goods cannot be returned:

  • The supply of Goods made to your specifications or personalized.
  • The supply of Goods which, according to their nature, are not suitable to be returned, deteriorates rapidly, or where the date of expiry is over.
  • The supply of Goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • The supply of Goods that are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion. While most sellers offer a returns policy, some seller returns policies may vary.

3. PROCEDURE FOR RETURNING GOODS

Please follow the instructions outlined below to ensure a smooth return process:

  • Review Return Policy:
    Before proceeding with a return, please familiarize yourself with our FAVE’s return policy. This policy can usually be found on our website or is provided in the purchase confirmation email. It will provide important information regarding eligibility, timeframes, and any specific requirements for returning the product.
  • Proceed to your dashboard:
    To initiate a return, you can easily do so from your dashboard. You will be required to state clearly the issues or defects. We may request additional information, such as photographs or detailed descriptions of the defect or damage, to process your return request.Once you have submitted your return request, our team will carefully review and process your application.
  • Prepare the Product:
    Ensure the product is in its original condition with all accessories, documentation, and packaging included. Please refrain from removing any labels, tags, or protective seals attached to the product.
  • Package the Product Securely:
    Carefully pack the product in a suitable shipping box, ensuring it is adequately protected to prevent damage during transit. Include all original packaging materials and any additional padding, if necessary.
  • Pick up from our partner:
    Upon approval, we will make the necessary arrangements to pick up the item from your location. Our dispatch and pickup partner will come to your preferred location, inspect and pick up the item within the specified date for pickup on your dashboard. However, it is important to note that if you are unavailable to provide the item for return at the designated time, we won't be able to schedule another return attempt. Therefore, it is crucial to ensure that you are present and ready to hand over the item when our pickup team arrives.
  • Await Confirmation and Refund:
    After you have returned the product, our warehouse team will carefully examine it to make sure it meets the necessary criteria for a return. This inspection is done to ensure that the product is in good condition and complies with our return policy. If the inspection is successful and the product meets all requirements, we will then proceed with issuing a refund to you. The refund will be processed in accordance with our FAVE's refund policy. Once the refund has been processed, we will notify you through various channels such as your dashboard on our website, email, or phone. This notification will inform you that your refund has been successfully issued and provide any additional details or instructions if necessary.

4. PRODUCT CATEGORIES AND RETURN AND REFUND POLICY

  • Computer Filming and Electronic Devices
    1. New desktops, laptops, tablets, gadgets, and other electronics purchased from us that didn’t work when they arrived, arrived in damaged condition, or are still in an unopened box can be returned for a full refund within 7 days of delivery.
    2. Any returned product that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering may not be returned.
    3. New, used, and refurbished products purchased from merchants are subject to the returns policy of the applicable seller.
  • Makeup, Skincare Perfume
    1. A 3-day return initiation timeline for return and refund
    2. We want you to have a hassle-free shopping experience when purchasing skincare, makeup, or perfume from our store. If you receive a defective or damaged item, we are committed to resolving the issue promptly.
    3. Skincare, makeup, or perfume products purchased from our store are eligible for return within three days of delivery, only if they are defective or damaged.
  • Fashion For Kids, Men, and Women
    1. You can return clothing and fashion for men, women, and kids up to 3 days after the delivery date. Fashion items purchased from merchants are subject to the returns policy of the applicable seller.
    2. If you receive a product that is defective or damaged, please contact our customer support team within three days of delivery to report the issue.
  • Meals
    1. Food items purchased on our platform are not returnable.
  • Books
    1. Books, newsletters, or magazines purchased on our website are not returnable unless on special circumstances where the wrong book was delivered within 3 days.
    2. Please see returning goods to initiate returns and refunds.
  • Groceries
    1. Generally, groceries purchased on our platform are not returnable. Groceries items purchased on our platform are eligible for return within three days of delivery, only if they are defective or damaged.
  • Furniture
    1. Furniture is returnable for any reason within 7 days of receipt of delivery if the item is damaged or defective.
  • Kitchen Utensils
    1. Kitchen items are returnable for any reason within 3 days of receipt of delivery if the item is damaged or defective.
    2. If you receive a kitchen utensil that is defective or damaged, please contact our customer support team within three days of delivery to report the issue.
  • Home Appliances
    1. Major appliances are returnable for any reason within 7 days of receipt of purchase
    2. At the point of delivery, unbox and check that the item is correct and free from damage. If the item is wrong or damaged, tell the delivery personnel and don't accept the delivery. They will help you to arrange a free replacement or a refund. If you notice that the item is damaged or defective after delivery, you can initiate the return process from your dashboard.

6. CONTACT US

If you have any questions about our Return and Refund Policy, please contact us: