Femme Therapy – Refunds, Returns & Cancellations Policy

Effective date: 18 November 2025

At Femme Therapy (femmetherapy.com), we want you to love your purchase. This policy explains when refunds, returns, exchanges, and cancellations are available for orders placed on our website. Because we sell personal-care cosmetics and beauty accessories, some items have hygiene restrictions as noted below.

1. What this policy covers

This policy applies to physical products sold on femmetherapy.com, including beauty tools/accessories and cosmetics.

2. Returns & Exchanges

• Return window: You may request a return or exchange within 7 calendar days of delivery.

• Condition of items: Items must be in their original, unopened, and unused condition with all seals, tags, and packaging intact.

• Hygiene restrictions (eligibility): For health and safety reasons, we cannot accept returns of:
  - Opened or used cosmetics or skincare
  - Lip products or any item that has touched the skin

  Beauty tools and accessories may be returned only if they are unused and sealed.

• Proof required: To request a return or exchange, please provide:
  - Your order number
  - A brief description of the issue
  - Clear photos of the item and packaging if the product is damaged or incorrect

• Process: Start your return by contacting us through the Contact page on the website. We will provide instructions and, if approved, a return address or label. Unauthorized returns may be rejected.

• Return shipping: Unless the item is defective, incorrect, or damaged on arrival, return shipping costs are your responsibility. If a prepaid label is provided, the cost of the label may be deducted from your refund.

3. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, you must notify us within 48 hours of delivery.

Please provide:
- Your order number
- Clear photos/videos of:
  • The product
  • Inner and outer packaging
  • Any visible damage
- A brief description of the issue

Once the issue is verified:
- We will refund or replace the product only where it is reasonably proven that the product was damaged on arrival to you (at the time you first receive the goods from the courier).
- Acceptable proof may include clear photographic/video evidence, courier reports, or other supporting documentation showing damage on arrival.

If the item is confirmed as damaged, defective, or incorrect on arrival, we will offer either:
- A refund, or
- A replacement of the same item (subject to availability).

4. Customs Inspections & Liability

Many countries’ customs departments routinely open parcels for inspection before releasing them to the final customer. This is a standard procedure that is outside our control.

Accordingly:
- Opening or resealing of packages by customs does not qualify as damage and is not considered grounds for refund or replacement by itself.
- We cannot accept responsibility for:
  • Any damage caused by customs opening, handling, or repackaging your order
  • Delays, loss of outer packaging, or cosmetic wear and tear arising from customs inspection or mishandling

Any damage or issues that are clearly attributable to customs inspection or mishandling are not eligible for refund or replacement under our damaged-on-arrival policy.

5. Non-Returnable Items

The following cannot be returned or refunded unless they arrive damaged or defective (and this is proven as described above):
- Opened or used cosmetics and skincare
- Tools/accessories that show signs of use or missing parts
- Items marked Final Sale or Clearance
- Gift cards or promotional vouchers

6. Order Cancellations

You may cancel your order within two (2) hours of placing it for a full refund. After two hours, your order may have entered processing and we may be unable to cancel it.

If you wish to cancel after this time, please contact us as soon as possible and we will advise you based on the order status.

7. Shipping, Couriers & Delivery Delays

We use trusted third-party courier services for delivery. While we aim to deliver on time, courier logistics and customs processes may occasionally cause delays.

Delivery delays:
- Refunds are not issued for delays shorter than twenty (20) working days beyond the estimated delivery window.
- If your package is marked as delivered but you did not receive it, contact us within 24 hours so we can investigate with the courier.

Please note that customs clearance procedures, including inspections and local regulations, may extend delivery times. These factors are outside our control and are not grounds for a refund unless the parcel is officially declared lost.

8. Refunds, Replacements & Processing Time

Once a refund or replacement has been approved under this policy:

Refunds:
- We aim to process your refund within 10–20 days from the date of approval.
- The refund will be issued to your original payment method.
- Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

Replacements:
- Approved replacements will also be processed within 10–20 days from the date of approval, after which standard shipping and customs timeframes will apply.

9. How to Start a Return or Ask a Question

Please contact us through the Contact page on femmetherapy.com with:
- Your full name
- Order number
- Detailed description of the issue
- Photos/videos (if applicable)

Our customer care team will review your request and guide you through the next steps.

10. Policy Updates

Femme Therapy may update this policy from time to time. The version published on femmetherapy.com at the time of your purchase will apply to your order. We encourage you to review this page periodically for any changes.