Return & Refund Policy

1. Damaged, Defective, or Incorrect Items

We want you to have the best experience with our products, so please inspect your order as soon as it arrives.

If the item is defective, damaged, or incorrect, contact us within 30 days of purchase. Please add detailed pictures of the damaged or incorrect product. We will evaluate the issue and assist you.

To ensure the highest level of accuracy and quality control, every order is video-recorded during the fulfillment and packing process at our warehouse. Upon receiving your claim, our team will review these records to verify the picking and packing of your items.

Please understand that if our records confirm that the order was accurately fulfilled with the correct items and quantities as per your original order, we may be unable to provide a refund or replacement. This thorough verification process helps us maintain a reliable and secure shopping experience for all our customers.

2. Change of Mind Policy

At fwee, we take the safety and hygiene of our products very seriously.

To ensure that every customer receives only the highest quality, untouched skincare products, we do not accept returns or exchanges for a change of mind. This policy applies even if the items are unopened and unused, as we cannot verify their storage conditions once they have left our warehouse.

We kindly ask that you carefully review your order before completing your purchase. If you have any questions about our products or need assistance in choosing the right one for your skin, our team is always here to help!

3. Allergic Reactions and Sensitivities

At fwee, we strive to create effective formulas for various skin types. However, because everyone’s skin reacts differently to specific ingredients, we do not offer refunds or returns due to allergic reactions.

To ensure a product is right for you, we strongly recommend reviewing the full ingredient list provided on each product page and performing a patch test before regular use. If you have known sensitivities, please consult with a dermatologist prior to purchase.

4. Packages Returned to Sender (Undeliverable Addresses)

If an order is returned to our facility due to an incorrect or undeliverable address, we will issue a refund for the products purchased after the inspection. However, the original shipping cost will be deducted from your total refund.

This deduction strictly applies even to orders that originally qualified for free shipping, as the shipping fee is a non-refundable service already provided by the carrier. To avoid these costs, we strongly recommend double-checking your shipping details, including any unit or apartment numbers, before finalizing your purchase.

5. Refund Processing Timelines

While we process refunds immediately on our end, it typically takes 5 to 10 business days for the funds to appear back in your original payment method, depending on your bank or card issuer's internal procedures.

If you don't see the credit after 10 business days, please reach out to your financial institution.