EU Right of Withdrawal and Return Policy

EU Right of Withdrawal and Return Policy

This policy applies to customers located in the European Union.

This policy explains the statutory right of withdrawal for EU customers and the conditions for returning items purchased from Face 3 Face.

1. Right of Withdrawal

EU customers have the right to withdraw from an online purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which the customer, or a third party other than the carrier and indicated by the customer, acquires physical possession of the item.

If an order contains multiple items delivered separately, the withdrawal period expires 14 days after the day on which the customer, or a third party other than the carrier and indicated by the customer, acquires physical possession of the last item.

To exercise the right of withdrawal, customers must send us a clear statement of their decision to withdraw before the withdrawal period expires.

Customers may submit a withdrawal request:

by using the electronic withdrawal function available on our website,

by using the model withdrawal form below, or

by sending any other clear statement by email.

If the customer uses our electronic withdrawal function, the withdrawal notice is considered submitted when the customer completes the electronic withdrawal process and confirms the request.

After receiving the withdrawal request, we will provide return instructions and the designated return address.

2. Electronic Withdrawal Function

Where required by applicable law, customers may use the electronic withdrawal function available on our website.

The electronic withdrawal function allows customers to submit a withdrawal request by providing required information such as name, email address, and order details.

After the request is submitted and confirmed, the customer will receive an acknowledgment of receipt by email or another durable medium without undue delay.

This acknowledgment serves as a record of the withdrawal request and does not limit the customer’s statutory right to withdraw.

3. Return Period After Withdrawal

Customers must send back the item without undue delay and no later than 14 days from the day they informed us of their decision to withdraw.

The deadline is met if the customer sends back the item before the 14 day period has expired.

Customers must return items only to the return address provided in our return instructions.

Using our withdrawal function or contacting us before sending the item back helps us process the return efficiently. However, this is optional and is not a condition for exercising the statutory right of withdrawal.

4. Return Conditions and Diminished Value

Customers may handle and inspect the goods only to the extent necessary to establish their nature, characteristics, and functioning, as they would be allowed to do in a physical store.

Customers are responsible only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Items should be returned unused, unwashed, undamaged, free from odors, and with original tags, labels, packaging, and accessories where applicable.

Where permitted by applicable law, we may deduct an amount corresponding to the diminished value from the refund. The deduction will reflect the actual reduction in value caused by handling beyond what is necessary.

5. Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for the direct cost of returning the goods.

We strongly recommend using a tracked and insured shipping method.

Customers are responsible for arranging the return shipment and for keeping valid proof that the item has been sent back.

6. Lost, Damaged, or Undelivered Return Packages

International return shipping may involve risks such as delay, loss, damage, or customs issues.

Where permitted by applicable law, we may withhold a refund until we have received the returned item or until the customer has supplied evidence of having sent back the goods, whichever occurs first.

Customers are responsible for ensuring that the return shipment complies with the customs requirements of the destination country.

If the returned item is not received and the customer cannot provide valid proof of dispatch, we may be unable to issue a refund.

7. Refunds

If the customer exercises the statutory right of withdrawal, we will refund all payments received from the customer, including the costs of standard delivery as defined below, without undue delay and no later than 14 days from the day we are informed of the decision to withdraw.

Where permitted by applicable law, we may withhold the refund until we have received the returned goods or until the customer has supplied evidence of having sent back the goods, whichever occurs first.

Refunds will be made using the same means of payment as the customer used for the initial transaction, unless the customer has expressly agreed otherwise.

For the purpose of this policy, standard delivery means the least expensive standard delivery method offered by us at checkout for the relevant order.

If the customer selected a delivery method more expensive than our standard delivery option, we are not required to refund the additional cost.

Express shipping fees, customs duties, import taxes, brokerage fees, handling fees, and other local charges are not refundable unless otherwise required by applicable law.

If customs duties, import taxes, brokerage fees, or local charges were paid directly to a customs authority, carrier, or third party, these amounts were not collected by us and cannot be refunded by us.

8. Customs Duties and Import Charges

For international orders, customs duties, import taxes, brokerage fees, handling fees, and other local charges may apply in the destination country.

These charges are outside our control and are the responsibility of the customer unless otherwise required by applicable law.

Customers are responsible for checking potential import costs before placing an order.

9. Return Address

Customers must return goods only to the return address provided in our return instructions.

Our business address listed below is for identification and contact purposes only and is not the return address.

The current return address for EU withdrawals is:

Name:
Shen Miaomiao

Address:
Building 2, Lan'an 3G
Tiexinqiao Street, Yuhuatai District
Nanjing City, Jiangsu Province
P.R. China

Postal Code:
210012

Mobile Phone for delivery purposes only:
+86 180 1807 2081

10. Exceptions to the Right of Withdrawal

The right of withdrawal may only be excluded in strictly limited cases as provided under applicable law.

This may include, where applicable:

goods made to the customer’s specifications or clearly personalized goods,

sealed goods that are not suitable for return for health protection or hygiene reasons and were unsealed after delivery,

other goods for which the right of withdrawal may be lawfully excluded.

Where an item is excluded from the right of withdrawal, this will be clearly indicated before the purchase is completed.

11. Cancellations Before Shipment

If a customer wishes to cancel an order before shipment, they should contact us as soon as possible.

We will make reasonable efforts to stop shipment if the order has not yet entered processing or shipment preparation.

This does not affect the customer’s statutory right of withdrawal.

12. Inspection of Returned Goods

We may inspect returned goods after receipt.

For quality control and dispute prevention purposes, we may document the inspection process, including by taking photographs or video recordings.

13. Model Withdrawal Form

Customers may use the following form, although its use is not mandatory.

To:
Face 3 Face
401 Dai 2 Mori Building
4-24-5 Meieki, Nakamura-ku
Nagoya, Aichi 450-0002
Japan
Email: info@face-3-face.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:

Product name:

Ordered on:

Date on which the item was received or physical possession was acquired:

Customer name:

Customer address:

Customer email address:

Date:

14. Statutory Rights

Nothing in this policy limits or excludes mandatory consumer rights under applicable law.

15. Contact Information

Business name:
Face 3 Face

Business address:
401 Dai 2 Mori Building
4-24-5 Meieki, Nakamura-ku
Nagoya, Aichi 450-0002
Japan

Email:
info@face-3-face.com

Customer support is provided by email only.