Refund policy

Thank you for your purchase from FaceFrame Labs, Inc. We stand behind FaceFrame with a 90-Day Money-Back Guarantee. We want you to feel confident trying FaceFrame. If you are not satisfied with your purchase, you may request a refund subject to the terms below.

1. 90-Day Money-Back Guarantee

We offer a 90-Day Money-Back Guarantee on eligible orders placed through our website. You have 90 calendar days from the delivery date shown by the carrier's tracking information to request a refund.

To be eligible for a refund:

• You must provide valid proof of purchase, such as your order number or receipt.
• Your request must be submitted within the 90-day window.
• The guarantee applies whether the product has been opened, used, or remains unopened.

Limitations: Refunds are limited to one refund per household and apply to the first order only. We reserve the right to deny refund requests in cases of misuse, abuse, fraud, or repeated refund requests.

2. How to Request a Refund

To request a refund, you may submit your request directly through your account portal at account.facefra.me, or contact our support team at support@faceframelabs.com within 90 days of delivery.

Please include:

• Your full name
• Your order number
• The email address used for the order
• A brief note about your request

Our team will review your request and provide return instructions and the next steps.

3. Returns and Return Authorization

Unless FaceFrame Labs determines that a return is unnecessary, returned products are required before a refund will be issued. All returns must be pre-authorized by our support team.

You must contact support@faceframelabs.com to receive return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.

Returns sent without authorization may be refused or discarded by the fulfillment center and may not be eligible for a refund.

Once your return request is approved, you will receive the appropriate return instructions, including the correct return shipping address. Please do not send returns to our corporate mailing address.

4. Non-Refundable Items and Charges

The following are not eligible for refund unless required by law:

• Gift cards or electronic vouchers.
• Sale items, clearance items, or any product clearly marked as Final Sale.
• Original shipping fees, expedited shipping charges, customs fees, and duties.
• Additional orders placed after an initial refunded order, except where required by law or approved at our discretion.

5. Subscription Orders

If you purchase FaceFrame through a subscription, you may cancel future renewals at any time before your next billing date.

The 90-Day Money-Back Guarantee applies to your initial subscription order only. Subscription renewal orders that have already been processed are generally non-refundable, unless required by law or approved at our discretion.

6. Damaged, Defective, or Incorrect Orders

Please inspect your order promptly upon delivery. If your order arrives damaged, defective, or incorrect, contact us as soon as possible at support@faceframelabs.com.

To help us resolve the issue quickly, please include clear photos and your order number. Reports should be submitted within 7 days of delivery. If approved, we will arrange for a replacement or refund at our expense.

7. Return Shipping and Transit Responsibility

Customers are responsible for return shipping costs unless the item was damaged, defective, incorrect, or FaceFrame Labs specifically agrees to cover return shipping.

Return Address Requirement: Returns must only be sent to the address provided in your return instructions.

Shipping Method Requirement: We strongly recommend using a trackable shipping service and retaining your proof of shipment.

Transit Responsibility: FaceFrame Labs, Inc. is not responsible for return packages lost or damaged in transit back to the fulfillment center.

Tampering: Returned items that are intentionally damaged, tampered with, or sent back in bad faith may be rejected.

8. Refund Processing

If your refund request is approved, we will issue a refund to your original method of payment. Please allow 5–10 business days after we process the refund for the credit to appear, depending on your financial institution or payment provider.

If a return was required, the refund will generally be processed after the returned item is received and reviewed.

9. Contact Us

If you have any questions about refunds or returns, please contact us:

Email: support@faceframelabs.com
Corporate Mailing Address (Not a Returns Address):
FaceFrame Labs, Inc.
224 W 35th St, Ste 500 #425
New York, NY 10001