Refund policy
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customerservice@factorfiveskin.com. Please note that returns will need to be sent to the following address: 2309 PARK AVE, CHICO, CA 95928-6706, US
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customerservice@factorfiveskin.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), and custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
Products must have been purchased directly from www.factorfiveskin.com or an authorized FACTORFIVE provider. We cannot accept returns of products purchased from other professional outlets or third-party vendors. If you are unsure whether or not you bought your product from a FACTORFIVE provider, please email customerservice@factorfiveskin.com. Please contact our offices within 30 days (unless otherwise stated in a specific promotion) of the date the product was purchased.
For Sales on the Amazon platform, the FACTORFIVE brand works hard to ensure that only authentic, high quality products reach consumers in the condition we intend. Additionally, the FACTORFIVE brand offers a LIFETIME money back & satisfaction guarantee for all of its products. Please Note: The FACTORFIVE Brand will only honor its LIFETIME guarantees for products purchased on Amazon with valid proof of purchase directly from the FACTORFIVE Seller account.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@factorfiveskin.com.
