Refund Policy

Returns

Can I return my order?

Yes, returns are possible.
If you are not satisfied with the items you ordered, you may return them within 30 days of receipt provided that the following conditions are met:

  1. The order must include all original parts and components, and the packaging must be intact and in its original condition.

  2. Only normal handling of the product is acceptable; damage caused by careless handling is excluded.

  3. Products for which hygiene is important must be thoroughly cleaned before starting the return process.

  4. Any product defects must be reported immediately upon receipt.

  5. Shipping costs for returns are the responsibility of the customer.

  6. Returns are processed within 7 business days; if all conditions are met, the return will be confirmed within this period.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged in ways not caused by us.

How do I return my order?

If your order meets the conditions above, follow these steps to initiate the return process:

  1. Send an email to: info@fay-newyork.com

  2. Include the following details in your email:

    • Order number

    • Reason for the return request

    • Photo of the product (in case of damage)

    • Customer’s first and last name

    • Customer’s address

Once we receive your request, we will contact you and provide the correct return address.

Important: Never send returns to the sender address on the package. Wait for us to provide the correct return location.
Note: Customers are responsible for all return shipping costs.

Cancellation (Stornobau)

Consumers have a legal right of withdrawal under the following conditions if they are natural persons who are not entering into the transaction for purposes related primarily to their commercial or professional activity.

A. Cancellation Policy

Right of Withdrawal
You have the right to cancel your order within 14 days from the day you, or a third party designated by you (other than the carrier), received the last item in your order.

Because we operate with a fully automated system, orders are processed immediately after they are placed. This means we cannot stop or cancel shipments once they are in transit. Therefore, refunds are only possible after the goods have been received and returned to us.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, notify us Fay New York with a clear statement (e.g., via email) about your decision to withdraw from the contract. The cancellation will be finalized once we have received the returned goods. Return shipping costs must be covered by the customer.

Important for Shipments in Transit

Our products ship from Asia, and transit times may be longer than domestic shipments.
If your order is already in transit, cancellation is not possible. Please wait to receive the goods and then return them to us.
To speed up the return process, we recommend sending us a shipping confirmation once you have returned the items.

Consequences of Withdrawal

If you withdraw from this contract, we will refund all payments we received from you, excluding delivery costs (except additional costs incurred because you selected a delivery method other than our standard free shipping). Refunds will be processed within 14 days after we receive your cancellation notice and returned goods. Refunds will be issued to the original payment method, unless otherwise agreed. No additional fees will be charged for the refund.

Important Note

All returns must be sent to our central warehouse in Asia at the customer’s expense.