Factor Me Online Store Returns and Refunds

With our online sales we endeavour to offer the same high quality of service as our customers have come to expect in our shop(s). Certainly it is not possible to try lotions for smell or handle the products you are going to buy before you buy it online, but with as much information as is available about products shown on the website, customers are able to make well informed decisions on what products will be best for them. If in any doubt however, you have the opportunity to call or e-mail for advice from any of our fully qualified staff. Someone is always on hand to answer your questions as quickly and concisely as possible.

Tanning Lotions,Cosmetics,jewellery and fragrance will only be accepted if unopened and with the product seal intact. Electrical equipment will only be accepted if complete with all leads and accessories are intact. Swimwear will only be accepted if tried on over underwear and if it’s in original packaging with all labels still attached. Special Orders are not returnable unless faulty. All returns are evaluated before being processed. Faulty items will be accepted up to the manufacturer's warranty terms.

Should you wish to return or exchange a product bought from Factor Me Online, please follow one of the two below returns procedures:

Within 10 days of your receiving the product, please either:

Visit the My Account area of the the Factor Me Online Store and follow the link to the order, or

Send an E-mail, with the Subject ‘ Return request - Order No (The order number shown on the front of this delivery note). Detail the items you wish to return.

Telephone: Call us on 0845 224 6016, please make sure you have this delivery note with you when you call. We recommend you use a carrier that offers both traceability and insurance. You should obtain a receipt for the parcel when you send it.

Returns via Factor Me retail outlet

Within 10 days of your receiving the product, simply take the delivery note and the product you wish to return or exchange to a Factor Me store, and tell the sales assistant you bought the product online.

The sales assistant will check the goods, and confirm the return with the Online Care Centre. The online centre will then either refund or exchange the product according with your wishes (if the product you wish to exchange the returned product for has a lower price we will refund you with the difference; if it has a higher price, the sales assistant will require you to settle the difference).

If you do not present the delivery note, we will issue you with a Factor Me Voucher to the value of the return.

Please note:

You will be refunded at the price you paid for the product at the time of your order.

You will be refunded the product price or exchange the product once the product is received by us at our retail outlet. A refund of the delivery charge will not be given unless the products returned are incorrect or were delivered in a damaged or faulty state (in which case see paragraph “Incorrect orders and damaged or faulty products” below).

Once the packaging of a product has been opened or the product is returned by you other than in fully saleable condition, for reasons of hygiene and safety, we are unable to refund or exchange them unless they were delivered to you in a damaged or faulty state (in which case see paragraph “Incorrect orders and damaged or faulty products” below).

Where you return the product to us via parcel carrier, we will reimburse your carrier costs provided you send back, together with the product, a receipt evidencing those costs. Incorrect orders and damaged or faulty products

If you are returning an incorrect order or a product which was delivered to you in a damaged or faulty state, we would ask you to follow one of the two returns procedures set out above. We will refund you the purchase price, the delivery charge and any parcel carrier costs you incur. We will not charge you any costs we incur in collecting the products from you if you do not deliver them back to us.