Return & Refund Policy

At Fawelivo, customer satisfaction is one of our highest priorities. If your order does not arrive as expected or you are not fully satisfied with your purchase, our team is here to assist you.

1. Return Eligibility & Timeframe

We provide a 30-day return policy, meaning you may request a return within 30 days from the date your order is delivered.

To qualify for a return:

  • The product must remain unused and in the same condition in which it was received

  • All original packaging, tags, and included accessories must be returned with the item

  • Proof of purchase, such as an order confirmation or receipt, must be provided

2. How to Start a Return

To request a return, please contact us at:
support@fawelivo.com

If we approve your return request:

  • We will issue a return shipping label

  • We will provide instructions explaining how and where your package should be returned

Important:
Returns sent without receiving authorization from us in advance will not be accepted.

3. Damages, Defects & Incorrect Items

Please check your order carefully after it is delivered.

If you receive a damaged, defective, or incorrect product, please contact us promptly at
support@fawelivo.com so our team can review the situation and work toward a resolution as quickly as possible.

4. Exceptions / Non-Returnable Items

The following types of products cannot be returned:

  • Perishable goods (if applicable)

  • Custom-made or personalized items

  • Personal care or hygiene-related products

  • Original shipping charges paid during checkout

We also cannot accept returns for:

  • Sale or clearance merchandise

  • Gift cards

If you are uncertain whether a particular product is eligible for return, please contact us before submitting your return request.

5. Exchanges

We do not process direct exchanges.

The quickest way to obtain a replacement product is to:

  1. Return the original product after your return request has been approved

  2. Submit a separate new order for the desired item

This process helps minimize delays in processing and delivery.

6. European Union – 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you have the right to cancel or return the order within 14 days, without needing to provide a reason.

Items returned under this right must:

  • Remain unused and in their original condition

  • Include the original packaging and tags

  • Be returned with valid proof of purchase

7. Refunds

After your returned item has been received and inspected:

  • We will notify you whether your refund has been approved or declined

  • Approved refunds will be returned to your original payment method within 10 business days

Please keep in mind:

  • Banks and credit card companies may require additional time to process and post refunds

  • If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at support@fawelivo.com

8. Refused Shipments & Dispute Resolution

If you would like to cancel an order or request a refund, please contact us immediately at
support@fawelivo.com.

Please contact our support team before filing a chargeback with your bank, as initiating a chargeback may significantly extend the time needed to resolve the matter. We aim to address legitimate concerns directly, fairly, and as efficiently as possible.

9. Late or Missing Refunds

If your approved refund has not yet appeared:

  1. Review your bank account once more

  2. Contact your credit card provider, as refund posting times may differ

  3. Contact your bank to confirm whether the refund is still being processed

If you have completed these steps and your refund is still unavailable, please contact us at support@fawelivo.com

10. Return Address

You must receive a return shipping label from us before sending any product back.

Hong Kong PoNoire Limited
ROOM 1903, 19/F, LEE GARDEN ONE, 33 HYSAN AVENUE, CAUSEWAY BAY, HONG KONG