Cancellation & Refunds
Cancellation & Refunds Policy
Please choose your items carefully. We do not accept change-of-mind returns. You can request cancellation before dispatch, and we will help if an item arrives damaged, defective, or different from what you ordered.
Cancellation
- Cancellation window
- Before dispatch
You can request cancellation before your order is handed to the courier. To cancel, contact us via the Contact page with your order number as soon as possible. We will confirm whether dispatch can still be stopped. Once dispatched, an order cannot be cancelled because you changed your mind. This does not affect your rights if there is a problem with the order.
No change-of-mind returns
We do not accept returns or exchanges because you no longer want an item, do not like it, or selected the wrong item when ordering. Please check the product description and your order before paying. This excludes cases where the item supplied does not match its description or your order.
Damaged, defective & incorrect items
- Damage / defect report window
- 48 hours after delivery
If an item arrives damaged, defective, or different from what you ordered, contact us with your order number and a description of the problem. Please report the issue within 48 hours after delivery so we can investigate promptly. Depending on the issue, we will arrange an appropriate replacement or refund. A reporting delay does not automatically exclude a genuine defect claim or limit your legal rights.
Unboxing video and supporting evidence
Please record one continuous, unedited video starting before you open the package. Show the sealed outer packaging, shipping label, the opening of the package, and the item clearly. Keep the packaging and send clear photos of any damage, defect, or incorrect item with your claim. This helps us check what happened and investigate transit damage with the courier.
If you could not record a video, contact us with the photos and other evidence available. We assess claims on their evidence. Please contact us before sending an item back so we can provide return instructions.
Refunds
Refunds are issued to the original payment method used at checkout. A refund happens in two separate stages, and only the first one is something we control:
Stage 1 · Our processing time
For an approved return, we initiate the refund after the returned item reaches us. Sending the item back or sharing its tracking number does not initiate the refund; we must receive it first.
For an approved cancellation before dispatch, we initiate the refund after confirming the cancellation. No return shipment is needed.
Stage 2 · Bank / payment-provider time
After we initiate a refund, your bank, card network, or payment method provider takes further time to credit the amount back to you. This leg is controlled by your bank or payment provider, not by us, and varies by bank and payment method — we do not publish a fixed number of days for it.
If a refund hasn't appeared after a reasonable time following our confirmation that it was initiated, please check with your bank first (refunds sometimes show with a delay on statements), then contact us with your order number if it still hasn't appeared.
Return shipping
- Return shipping responsibility
- Customer arranges and pays for return shipping; Faith In Purple reimburses the shipping charges for approved returns.
Contact us before returning a damaged, defective, or incorrect item so we can approve the return and provide the shipping address. You arrange and pay for the return shipment. For approved returns, we reimburse the return shipping charges. Please keep and share the shipping receipt so we can refund the amount paid. Change-of-mind returns are not accepted.
This policy does not limit remedies available under applicable consumer law, including for goods that are defective, misdescribed, or delivered late where the law provides a remedy.
Grievance redressal
If you're not satisfied with how a cancellation, return, or refund request was handled, please contact our support team with your order number and concerns.