1. Overview
At The French Facialist by Céline, we want you to be confident in every purchase. This policy explains your rights and our procedures for returning products and requesting refunds.
This policy applies to products purchased through our Website. Treatment appointment cancellations are covered in Section 8 and in our Terms & Conditions.
2. Your Right to Return
If you are a consumer purchasing online, you may have the right to return eligible products within 14 days of delivery, subject to the conditions below and applicable consumer protection laws in the United Arab Emirates.
To be eligible for a return, products must meet all of the following conditions:
- Returned within 14 days of the delivery date;
- Unopened, unused, and in original sealed condition;
- In original packaging with all labels, seals, and accessories intact;
- Accompanied by proof of purchase (order number or invoice).
3. Non-Returnable Items
For hygiene, health, and safety reasons, the following cannot be returned or refunded unless defective or damaged upon delivery:
- Opened, used, or partially consumed cosmetic products (creams, serums, lotions, masks, etc.);
- Products with broken seals or missing hygiene caps;
- Beauty tools that have been used or removed from sterile packaging (e.g. gua sha, rollers, brushes);
- Oral supplements or "collagen to drink" products once opened;
- Gift cards, downloadable items, or promotional free samples;
- Products purchased during final sale or clearance (where stated at purchase).
This exclusion is standard practice in the cosmetics industry and is permitted under applicable consumer protection regulations for sealed goods where hygiene cannot be guaranteed upon return.
4. Defective or Damaged Products
If you receive a product that is:
- Damaged in transit;
- Defective or faulty;
- Not the product you ordered;
- Missing items from your order;
Please contact us within 48 hours of delivery at contact@thefrenchfacialist.ae with your order number and photographs of the issue. We will arrange a replacement or full refund, including any applicable shipping costs, at no charge to you.
5. How to Request a Return or Refund
Step 1 — Submit a request
- Log in to your account and go to My Orders;
- Select the relevant order and click Request Refund;
- Complete the form with the reason for your request and the items concerned.
Step 2 — Await approval
Our team will review your request within 2 business days and notify you by email of the outcome.
Step 3 — Return the product (if applicable)
If approved, we will provide return instructions and the delivery address. Products must be returned in their original condition. You are responsible for return shipping costs unless the return is due to our error or a defective product.
If you do not have an account, email us at contact@thefrenchfacialist.ae with your order number and reason for return.
6. Refund Processing
Once your return is received and inspected (or immediately for approved defective/damaged items):
- Refunds are processed to your original payment method via Stripe;
- Processing time: 5–10 business days from approval;
- Your bank or card issuer may take an additional 3–5 business days to reflect the credit;
- You will receive an email confirmation when the refund is initiated.
Partial refunds may apply if only part of an order is returned, or if products are returned in a condition that reduces their value (subject to inspection).
7. Shipping Costs
- Standard returns (change of mind): original shipping fees are non-refundable. Return shipping is at your expense.
- Defective, damaged, or incorrect items: we will refund the full amount including original shipping, and cover return shipping where applicable.
- Free shipping promotions: if your order qualified for free shipping, the standard shipping cost may be deducted from your refund on change-of-mind returns.
8. Treatment Appointments — Cancellations & Refunds
Treatment bookings are subject to separate cancellation terms:
- More than 24 hours before appointment: free cancellation or rescheduling. Any prepaid amount will be refunded or credited.
- Less than 24 hours before appointment: no refund; the full treatment fee may be charged.
- No-show or late arrival (more than 15 minutes): appointment may be forfeited without refund.
- Cancellation by us: full refund or free rescheduling at your choice.
To cancel or reschedule, contact us at contact@thefrenchfacialist.ae as soon as possible.
9. Exchanges
We do not offer direct exchanges. If you wish to exchange a product, please return the eligible item for a refund (subject to this policy) and place a new order for the desired product.
10. Chargebacks & Disputes
If you have an issue with your order, please contact us before initiating a chargeback with your bank. We are committed to resolving disputes fairly and promptly. Unjustified chargebacks may result in account suspension and may be contested with supporting documentation.
11. Contact
For return or refund enquiries:
- Email: contact@thefrenchfacialist.ae
- Subject line: "Return Request — Order #[Your Order Number]"
Please include your order number, the product(s) concerned, and the reason for your request to help us process your case quickly.