Return and Exchange Policy
We're confident that you and your skin will love your Fitcover products, but should you wish to exchange or return a product, we're more than happy to accommodate under certain circumstances.
For hygiene reasons, we're unable to refund cosmetics or skincare due to a change of mind. However, we offer exchanges for unopened/unused products, providing a store credit. Refunds for unopened/unused products are also possible, but our system does charge a 15% admin fee. Alternatively, we can swap your product for something of equal value at no extra cost.
Cancellation or Changes to Your Subscription
After your first two subscriptions have been received, you may cancel your recurring subscription at any time by contacting Customer Service at firstname.lastname@example.org, by filling out the General Enquiry Form or by simply by logging on to your Fitcover Account and going through the Manage Subscription area.
To be eligible for an exchange or replacement, please return the product in its original packaging with proof of purchase within 10 days, and we'll issue the replacement. Ensure proper packaging for safe return. Exchanges are processed at our HQ within 5 business days and sent back to you at no additional cost. It's advisable to track your parcel, as we don't take responsibility for lost parcels when returning damaged stock or for postal charges.
Orders are generally not cancellable once accepted. However, you may cancel an order before it reaches our dispatch team and before receiving a confirmation email. In such cases, a 15% cancellation fee of your order value applies due to non-refundable fees from payment providers and administrative costs.
If any of our products are found to be defective, we'll gladly exchange the product. If you believe you have received a faulty item, please fill our Faulty and Damaged Goods report. This form must be submitted within 5 days of receiving your order with photos or videos attached clearly showing the product.
Eligibility for product replacement/store credit for faulty or damaged goods is void if:
- The product has been used.
- Damage is due to fair wear and tear from use.
- The product has been intentionally tampered with.
- No photos or videos with evidence have accompanied your Faulty Or Damaged Goods Report.
- The product was purchased from a third-party stockist
At the request of our investigations team, you may be required to ship the faulty product back to us for further investigation, with the original packaging at your cost.
Exchange and/or store credit for faulty goods are offered in case of manufacturing faults.
Approved orders for refund/store credit will be refunded or have store credit issued at the purchase price of the product LESS postal/shipping fee. The postal/shipping fee is non-refundable unless the order has been requested to be canceled and the shipping label has not been created yet.
Add transit cover to your order for $1.51 to cover loss, theft, or damage within 30 days. We recommend this for added protection, but please note it won't cover situations where proof of delivery is provided by the courier.
In the unlikely event that your parcel is lost in transit, you may be eligible to receive a replacement. However, we highly recommend adding transit cover to your order for comprehensive protection against such occurrences, which can be done at checkout.
RETURN TO STOCK ORDERS
Should your order be returned to sender for any reason, we'll promptly reach out to you to resolve the situation, ensuring you don't miss the chance to join the ranks of #FitcoverLovers like us. If you suspect your order has been returned, kindly drop us an email at email@example.com. Please be aware that a 15% administration fee may apply in such instances for restocking or resending.
No refunds or exchanges are provided for opened or used products. Consider purchasing samples first or adding them to your full-size order for testing. We recommend using Match my Makeup to help you with your shade.
Colours may slightly differ from photos and batches due to their natural nature. Allow for a 10% variation between shade purchases.
For further assistance, contact our Customer Success Team via email at firstname.lastname@example.org.