Refund policy

Thank you for choosing Faroma. We are committed to offering top-quality products along with excellent customer care. While we hope every order meets your expectations, we understand that sometimes a return or exchange may be necessary. This policy explains how returns, exchanges, cancellations, and refunds are handled. Please review it carefully before making a purchase.

Returns

• Products may be returned within 3 days of delivery. Requests made after this period may not be accepted.
• Returned items must be unused, in their original condition, and in the original packaging. Products that are damaged, modified, or not in a resalable condition may be declined.
• A receipt or proof of purchase is required for all returns.

To start a return, please email us at info@faroma.co.uk with your order number, reason for return, and supporting photos or videos of the item. Once approved, we’ll provide you with instructions for sending the item back. Please note that returns sent without prior approval cannot be processed.

Return Shipping Costs

• If you are returning an item due to a change of mind or for an exchange, you are responsible for the return shipping cost.
• If the item is faulty or damaged, Faroma will cover the shipping charges.

Damaged Items

Please check your order upon delivery. If your package or product arrives damaged, contact us immediately. Claims for freight damage must include photos/videos and be submitted within 24 hours of delivery. Claims made after this timeframe may not be valid.

Exchanges

The quickest way to receive the item you want is to return the original product and place a new order. Once your return is approved, you can proceed with the new purchase.

Order Cancellations

• Orders may be cancelled as long as they have not yet been prepared for dispatch at our warehouse.
• If your order has already shipped, you will need to wait for it to arrive and then initiate a return. Return postage in this case will be at your expense.
• No restocking fee applies.

Incorrect Items Received

While we take care to ensure accuracy, mistakes can occasionally occur. If you receive the wrong item:

• You may choose to keep it for a partial refund, or
• Request the correct product. In this case, we may issue a free return label.

Please email info@faroma.co.uk with your order details, and once we receive the returned item, we’ll either send the correct product or issue a full refund.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 7 business days. Please note that banks and credit card providers may take additional time to process and post the refund.

If you haven’t received your refund within 7 business days after approval, please contact us at info@faroma.co.uk.