Refund policy

We hope that you are delighted with your Face Facts order, but if for some reason you are not, we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our general Terms and Conditions for Product Sales. Please note that if you made your purchase through one of our partnered retailers, such as Home & Bargains, boohoo, or any other store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.


Should you wish to cancel your order after purchasing then you should email us at as soon as possible after placing your order. If your order has not yet been dispatched or processed, you will receive a refund of the full amount for the purchase and delivery charge back on the debit/credit card (or PayPal account) used for the purchase. If, however, your order has already been dispatched then you may still cancel your order, but you will be liable for the delivery charge and any other charges imposed by the courier or postal service or incurred by Face Facts (Trading under Quest Ltd.).


Unless the goods are faulty, unfortunately we are unable to accept any returns as the nature of our products make them unsuitable for return due to health protection or hygiene reasons.


We want all our customers to have a great experience when they receive their Face Facts orders, but in the unlikely event that our product is faulty, please contact our consumer care team who will help resolve the problem. If you are asked to return these products to us, please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods just in case we do not receive the returned parcel). Customers wishing to return products should have regard to any labelling and packaging guidelines produced by the courier that is used.


While we do our absolute best to ensure all the items are packed well, we know occasionally they can get damaged in transit. Should this happen, we would kindly ask you to provide photographic evidence (this will help us with our courier) and send it to our customer service team at within 7 days of receipt of your order. To ensure prompt resolution, please also provide the order number and keep the box, packing materials and the damaged items for inspection if needed.


In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.


We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Please remember it can take some time for your bank or credit card company to process and post the refund too.