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Getting returns right is something we are often commended for. We are committed to making this simple and fair for our customers.

Below are our returns conditions and a link to our printable returns form. If at any time you want help or advice then please contact us.

Download a returns form here.

Note: If you don't have a printer handy you can just include a note of what you want us to do. Please include your name, order number, contact number and email. (Or simply write on the back of the delivery note)

Exchanges: Most customers prefer to just order the new item on the website and send back the original item for a refund. That way there is no delay getting the correct item to you.

Basic Terms

Unwanted goods

We hope that all our customers are happy with their purchases from Facewest but we understand that this may not always be the case. So, if for whatever reason you are unhappy with the purchase or that the item doesn't fit your needs we will be happy to refund you.

We just ask that any products being returned are done so within 60 days of purchase and are new and unused with their original packaging and tags attached. The product must be free from any stains, marks, smells or other contaminants.

We cannot accept returns of individually personalised goods.

Faulty Goods

In the event of any product being found to be faulty within 30 days of receipt, we will replace with a new item or refund your money (your choice) and we'll cover the cost of your return postage. Outside of this 30 day period , but within a year, we will arrange repair or replacement of the item. If you are returning a faulty item that has been used we ask that the product is returned to us in a clean and hygienic condition. This includes clothing, footwear and sleeping mats. Any items that arrive with us that are unclean will be returned to you.

Return Postage

You are responsible for the return postage costs for unwanted items. If you are returning an item due to an error on our part then we'll cover the return postage costs. We recommend using a tracked and insured service. Please check the list of restricted items (batteries, compressed gas) for the service you're using.

Download A Returns Form