Return & Refund Policy

Customer satisfaction is our priority. This return & refund policy explains the conditions under which products purchased from Fay hygiene solution may be returned, exchanged, or refunded. By placing an order on our website, you agree to the terms outlined below.

What is Fay Return Policy

We accept returns only if:

  • The product received is damaged, defective, or incorrect
  • The issue is reported within 2 or 3 days of delivery
  • The product is unused, unopened, and in its original packaging

For hygiene and safety reasons, used or opened products cannot be returned.

Which Fay Products are Not Eligible for Return

The following items are non-returnable and non-refundable, unless damaged or incorrect:

  • Tissue and hygiene products once opened
  • Cotton care products once opened
  • Cleaning liquids or chemicals once opened
  • Products purchased during sales or promotions (unless faulty)

How Do I Request a Return or Refund from Fay

To request a return or refund:

  1. Contact our customer support team within 2 days of receiving your order
  2. Provide your order number and clear images/videos of the issue
  3. Our team will review your request and respond within 1 or 2 business days

Approved returns will be guided through the next steps.

How Does Fay Process Refunds

Once the returned product is received and inspected:

  • Approved refunds will be processed within 2 or 3 business days
  • Refunds will be issued to the original payment method
  • Shipping charges are non-refundable, unless the return is due to our error

Does Fay Offer Exchanges

Yes. We offer exchanges for:

  • Damaged products
  • Incorrect items sent

Exchanges are subject to product availability.

What are Fay’s Policies on Shipping Costs for Returns

  • If the return is due to our mistake (damaged, defective, or wrong item), Fay will cover the return shipping cost
  • If the return is due to customer preference, shipping charges will be the customer’s responsibility

What if My Fay Order is Damaged During Delivery

If your order arrives damaged:

  • Notify us within 24 hours of delivery
  • Share clear images of the damaged product and packaging
  • Do not dispose of the item until instructed

We will arrange a replacement or refund after verification.

What Happens if I Cancel My Order with Fay

  • Orders can be cancelled before dispatch by contacting customer support
  • Once shipped, orders cannot be cancelled and will follow the return policy instead

What is Fay’s Right to Refuse a Return

Fay reserves the right to refuse a return or refund if:

  • The return request does not meet policy conditions
  • The product shows signs of use or damage after delivery
  • The request is made outside the allowed time frame

How Can I Contact Fay for Returns & Refunds

For any return or refund-related queries, please contact us: