Face Dr Ireland Return & Refund Policy

Effective date: September 2026

This Return & Refund Policy applies to purchases made through ie.myfacedr.com and forms part of the terms applicable to your purchase. It should be read together with our Terms of Service and Privacy Policy.

Nothing in this Policy affects or limits your statutory rights under Irish or European Union consumer law, including the Consumer Rights Act 2022 and applicable provisions implementing Directive 2011/83/EU on consumer rights.

Returns

Your 14-day right to withdraw

If you are a consumer purchasing goods online through ie.myfacedr.com, you generally have the right to withdraw from your purchase without giving a reason.

The withdrawal period expires 14 calendar days after the day on which you, or a third party nominated by you other than the carrier, receive the goods.

If your order is delivered in multiple parts, lots or pieces, the withdrawal period normally begins on the day you receive the last part, lot or piece. For regular deliveries over a defined period, the period generally begins when you receive the first delivery.

To exercise your right of withdrawal, you must inform us of your decision to withdraw within the applicable 14-day period. You may do this by sending a clear statement to:

Clinic Manager: Laura George
Email: hello@myfacedr.com

You may use the model withdrawal form at the end of this Policy, but you do not have to use that form. Any clear statement communicating your decision to withdraw is sufficient.

After notifying us, you must return the goods without undue delay and, in any event, no later than 14 days after the day on which you informed us of your decision to withdraw. The deadline is met if you send the goods back before the 14-day period has expired.

Products should be returned securely packaged and, where possible, in their original packaging. You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for that purpose.

How to arrange a return

Before returning goods under the 14-day withdrawal right, please contact hello@myfacedr.com with:

• Your name and order number;
• The goods you wish to return;
• The date on which you received the goods; and
• Confirmation that you are exercising your right to withdraw.

We will provide the relevant return instructions. Please do not send goods to an address other than the return address provided by us.

We recommend using a tracked delivery service and retaining proof of postage until your return has been processed. Unless the goods are damaged, defective or incorrect, you are responsible for the direct cost of returning the goods where we have informed you of this responsibility.

Refunds

Where you validly exercise your right of withdrawal, we will reimburse all payments received from you, including the cost of standard delivery.

If you selected a more expensive delivery option, we are only required to reimburse the cost of the least expensive standard delivery option available. We will not reimburse additional costs resulting from your choice of an upgraded delivery service.

We will provide the refund without undue delay and no later than 14 days after we are informed of your decision to withdraw. We will use the same payment method that you used for the original transaction, unless you expressly agree to another method. We will not charge you any fee for the refund.

For goods contracts, where permitted by law, we may withhold the refund until we have received the returned goods or you have provided evidence that you have sent them back, whichever occurs first.

Refunds will be made in euros where the original transaction was made in euros. Your payment provider may take additional time to show the refund in your account after we have processed it.

Shipping

Delivery charges and available delivery options are shown at checkout in euros before you complete your purchase.

If you exercise your 14-day right of withdrawal, we will reimburse the cost of standard delivery as described above. We will not reimburse additional charges arising from an express or upgraded delivery option selected by you.

You are responsible for the direct cost of returning goods under the right of withdrawal unless:

• The goods are damaged, defective or incorrect;
• We have agreed to bear the return cost;
• We failed to inform you that you were responsible for the return cost; or
• Irish or EU law otherwise requires us to bear the cost.

Goods returned under a statutory remedy for being damaged, defective or incorrect will be returned at our cost. We will provide appropriate return instructions and will not charge you for return postage or other reasonable return costs.

Damaged or Incorrect Items

Please contact us at hello@myfacedr.com as soon as reasonably possible if:

• Your order arrives damaged;
• You receive the wrong product;
• An item is missing from your order; or
• A product is defective or does not conform to the contract.

Please provide your order number and a description of the issue. Photographs of the packaging or product may help us investigate, but we will not make your statutory rights conditional on providing photographs where they are not reasonably available.

Where goods are damaged, defective or incorrect, you are protected by the statutory remedies available under the Consumer Rights Act 2022. Depending on the circumstances and the applicable legal requirements, these remedies may include:

• Repair;
• Replacement;
• A price reduction; or
• Termination of the contract and a refund.

We will not charge you for a repair, replacement, refund or other statutory remedy. Where a refund or replacement is due, it will include applicable delivery charges and reasonable return costs. Statutory remedies for faulty or non-conforming goods are not excluded merely because a product has been opened or used, provided the issue is a genuine defect or non-conformity rather than damage caused by you.

The statutory rights described in this section are separate from, and may apply in addition to, the 14-day right of withdrawal.

Exceptions & Non-Returnable Items

Sealed skincare products

For health protection and hygiene reasons, the 14-day right of withdrawal does not apply to sealed goods that are not suitable for return once unsealed after delivery.

Accordingly, skincare products that have been opened, unsealed or used after delivery cannot normally be returned under the 14-day withdrawal right.

Unopened and sealed skincare products may be returned under the 14-day withdrawal right, provided you notify us within the applicable period and return the goods in accordance with this Policy.

This hygiene exception does not affect your statutory rights if the goods are damaged, defective, unsafe, misdescribed or otherwise do not conform to the contract.

Other exclusions

The 14-day withdrawal right may also not apply where an exclusion under Irish or EU consumer law applies, including in relation to goods:

• That are made to your specifications or clearly personalised;
• That are liable to deteriorate or expire rapidly; or
• For which another statutory exclusion has been properly disclosed before purchase.

Goods purchased from another retailer or website cannot be returned to Face Dr Ireland under this Policy. You should contact the retailer from which you purchased them.

Nothing in this section removes or restricts any mandatory statutory remedy or consumer protection that applies to the goods.

Your Consumer Rights

Your statutory rights under Irish and EU law apply in addition to this Policy.

Under the Consumer Rights Act 2022, goods supplied to consumers must generally conform to the contract, including requirements relating to their description, quality, functionality, suitability and durability. Where goods do not conform, you may have rights to repair, replacement, a price reduction or termination of the contract, depending on the circumstances and the applicable statutory requirements.

For online purchases, the 14-day right of withdrawal is a separate right that generally allows you to cancel a purchase without giving a reason. This right is subject to statutory exceptions, including the health protection and hygiene exception for sealed goods that have been unsealed after delivery.

Where you exercise the right of withdrawal:

• You must notify us within the applicable 14-day period;
• You must return the goods within 14 days after notifying us;
• You generally bear the direct cost of returning the goods where we have informed you of that responsibility;
• We must reimburse the payments covered by law, including standard delivery charges;
• Reimbursement must be made without undue delay and generally within 14 days of receiving your withdrawal notice, subject to any lawful right to withhold the refund until the goods or proof of return has been received; and
• Reimbursement must be made using the same payment method unless you agree otherwise.

Nothing in this Policy is intended to exclude, restrict or replace your statutory rights under Irish or EU law.

Model Withdrawal Notice

You may use the following form if you wish to exercise your right of withdrawal. Completion and use of this form is optional.

To:
Clinic Manager
Face Dr Ireland
Email: hello@myfacedr.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

• Product or products: [Insert product name]
• Order number: [Insert order number]
• Date ordered: [Insert date]
• Date received: [Insert date]

Consumer name: [Insert name]
Consumer address: [Insert address]
Consumer email address: [Insert email address]

Signature: [Only required if this form is notified on paper]
Date: [Insert date]

Contact Us

For questions about returns, refunds, damaged goods or this Policy, please contact:

Laura George
Clinic Manager
Email: hello@myfacedr.com

Please include your order number in all correspondence so that we can assist you efficiently.

If you are unable to resolve a consumer rights dispute with us, you may seek information or assistance from:

• The Competition and Consumer Protection Commission (CCPC) in Ireland, through ccpc.ie; and
• The European Consumer Centre Ireland (ECC Ireland), particularly for eligible cross-border consumer disputes, through eccireland.ie.

You should contact us first and retain copies of your order confirmation, correspondence and return documentation.

Related Policies

Please also review:

• Terms of Service; and
• Privacy Policy.

This Policy applies only to purchases made through ie.myfacedr.com. We may update this Policy from time to time to reflect changes to our services or applicable law. The version in force at the time of your purchase will generally apply to that purchase, subject to any mandatory statutory rights.