Refund policy
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TEMPLATE NOTICE: Draft Refund Policy adapted for the U.S. market. Informational only, not legal advice. Confirm the return window, return address, and who pays return shipping before publishing.
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<h1>Refund & Return Policy</h1>
<p class="date">Last updated: June 25, 2026</p>
<p>We want you to be happy with your purchase. If something isn’t right, this policy explains how returns and refunds work at Fayana.</p>
<h2>1. Return Window</h2>
<p>You may request a return within 30 days of receiving your order. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with all accessories included.</p>
<h2>2. How to Start a Return</h2>
<p>Email us at info@fayana.de with your order number and the reason for the return. We will reply with return instructions and the correct return address. Please do not send items back before contacting us — returns sent without prior approval may not be processed.</p>
<h2>3. Return Shipping</h2>
<p>Unless the item is defective or we sent the wrong item, you are responsible for the cost of return shipping. We recommend using a tracked shipping method, as we cannot guarantee that we will receive your returned item. Please do not send returns freight-collect (cash on delivery).</p>
<h2>4. Refunds</h2>
<p>Once we receive and inspect your return, we will notify you whether your refund is approved. If approved, your refund will be issued to your original payment method. Please allow a reasonable processing time after approval for the refund to appear, depending on your bank or payment provider. Original shipping charges are non-refundable, except where the return is due to our error or a defective product.</p>
<h2>5. Damaged, Defective, or Incorrect Items</h2>
<p>If your item arrives damaged or defective, or if you received the wrong item, please contact us at info@fayana.de within 7 days of delivery and include a photo of the issue. In these cases, we will cover the cost of a replacement or refund, including any return shipping.</p>
<h2>6. Non-Returnable Items</h2>
<p>For hygiene and safety reasons, sealed items whose seal has been removed after delivery may not be eligible for return. Gift cards and promotional free items are non-returnable. Items not in their original condition, damaged, or missing parts for reasons not due to our error may be refused or refunded only in part.</p>
<h2>7. Exchanges</h2>
<p>If you would like a different item, the fastest way is to return your original item for a refund (once approved) and place a new order for the item you want.</p>
<h2>8. Late or Missing Refunds</h2>
<p>If you have not received an approved refund after a reasonable time, first check with your bank or payment provider, as processing can take additional time on their end. If you still need help, contact us at info@fayana.de.</p>
<h2>9. Order Cancellations</h2>
<p>If you need to cancel an order, contact us as soon as possible. We can usually cancel orders that have not yet been processed or shipped. Once an order has shipped, our standard return process applies.</p>
<h2>10. Contact Us</h2>
<p>Fayana — Agata Maria Stoklosa, Nikolauskirchstraße 3a, 35216 Biedenkopf, Germany. Email: info@fayana.de. Customer service: available 24/7 — we typically reply within 1–5 hours.</p>
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