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Product replacement:
Before purchasing, please analyze the product description in detail and familiarize yourself with the palette of available colors. If you are unsure about the color and application of the cosmetic, we encourage you to contact us and the store staff will provide assistance related to the selection of color and explanation of the cosmetic's performance.
We understand that online sales involve the risk of making a wrong purchase, so we go out of our way to meet the needs of our customers and in case of a mistake we offer the possibility of exchanging used goods for the right one or refunding your money. However, this applies only to bulk fibers of 12g, 15g, 25g, 27.5g 28g, 30g, 50g, 55g, 56g or 100g, which are covered by the "100% satisfaction or money back" guarantee.
In this case, please send the package back to us with the receipt, information on which product we are to exchange it for, address and phone number. There must be at least 3/4 of the contents in the returned product.
If the exchanged product is more expensive, we will ask for a surcharge. If it is cheaper, we will make a refund to the indicated bank account. We make exchanges up to 14 days after receiving the return package.
In the case of an exchange, we share shipping costs with our customers, i.e. the customer pays for shipping to us, and we cover the cost of re-shipping to the customer. The exception is if it is our fault that the customer received the wrong product. In this case, our company covers the shipping costs both ways.
Returns and Complaints:
Any merchandise ordered from fiberspa.com can be returned or exchanged up to 14 days from the date of receipt of the shipment, provided that the product has not been used and there is no damage to it. The exceptions are the goods mentioned above, which can also be returned after use.
We send money by wire transfer to the designated bank account up to 14 working days from the day of receipt of the return shipment.
If you receive defective or damaged goods, you have the right to make a complaint. Complaint can be reported by e-mail, immediately after the discovery of the defect, no later than 14 days after purchase. Within 14 days of notification, we will respond to the complaint and notify you of its consideration by e-mail or telephone.
If the complaint is resolved in favor of the customer, we will repair or replace the advertised goods with full-quality goods. If the goods are not available for exchange, we will refund the amount due for the returned goods as soon as possible to the bank account provided (within 14 working days of receipt of the return shipment).
Complaints can be made only on the basis of the receipt and are not subject to open defects visible at the time of receipt of the package and not reported immediately after their discovery, as well as defects arising from improper use of the product.
When sending back the product, please remember to pack it carefully and protect it from possible damage. In the event of a return or complaint, please put inside the receipt you received and your contact information along with your bank account number (in case of product refund).