Refund policy

Returns

We're confident that you're going to ❤️ every element of your FRWRD Skincare experience, and as a small, family-owned company, we are deeply committed to providing you with the very best service.

If your FRWRD product(s) are not perfect for your skin, you may request a refund within 30 days from delivery (excluding original shipping cost and discounts). There will be a $5USD re-stocking fee deducted as well as any shipping charges.

 

 

HOW DO I START A RETURN?

To initiate a return for orders placed on frwrdskincare.com, please e-mail support@frwrdskincare.com with your order number and reason for return. Once your return is authorized, you’ll receive step-by-step instructions.

RETURN ELIGIBILITY:

  • Only items purchased on frwrdskincare.com may be accepted for a return.
  • Returns must be made within 30 days of your receipt date for a refund.
  • Digital gift cards are not eligible for a return/refund.
  • Products purchased during gifting promotions (where a free gift is included with the product) are not eligible for return.
  • We do not refund original shipping costs or discounts.
  • You are responsible for the cost of return shipping.
  • The original unit shipped to you must be returned to us to be eligible for a refund.
  • Please make sure to record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise.
  • We are not responsible for lost return packages.
  • All returns will be credited to the original method of payment.
  • Returns will be processed within 1-2 weeks of our office receiving your item.
  • Please allow at least 2 billing cycles for the credit adjustment to appear on your credit card statement.
  • If you are sending from outside of Canada and need to declare the value of the order, please mark "RETURN ITEM" with a declared value of $1.

 

Damaged Products

If you receive an item that is broken or damaged, you may contact customer service within 5 business days for a replacement. Items will not be replaced after 5 business days.

Please contact customer service at support@frwrdskincare.com to initiate a replacement.

 

 

Unclaimed Packages

You accept full responsibility if your package gets redirected to us marked as unclaimed.

 

 

Order Cancellation

You may only cancel your order via email up until the time that your order has been shipped. If the order has been processed and shipped, you cannot cancel.

However, please see the above instructions to return any product you do not wish to keep.

 

 

Customer Conduct Policy

We strive to treat our customers with the utmost respect and kindness and expect the same in return. As a small, family-owned business, we will not tolerate abusive behavior towards our customer service team.

  • Refunds will not be issued to customers who are rude, use foul language, or threaten our team.
  • We reserve the right to refuse service or refunds if abusive behavior is exhibited.

We appreciate your understanding and cooperation in maintaining a respectful and positive environment for everyone.