Refund policy



Overview

We stand behind our products.

In 5 years and 1,000+ FaceCams sold, we've had only 4 returns. All returns were due to customer circumstances (gift recipient preference, currency calculation error, project funding changes, or delivery issues or unclaimed shipments).

If circumstances change and you need to return your FaceCam, we accept returns within 30 days of delivery.

Returns must be initiated within this 30-day window and shipped back within 15 days of receiving your RMA number.


Return Eligibility

To qualify for a refund, returned products must meet these conditions:

  • New condition only – Product must be unused, undamaged, and free of visible wear
  • Original packaging – All components, accessories, and packaging materials must be included
  • RMA required – Contact us (see contact information at bottom of page) to request a Return Merchandise Authorization number before shipping


Shipping, Failed Delivery, and Payment Processing Fees

  • Return shipping: Customer is responsible for return shipping costs and insurance unless the return is due to product defect or our error
  • Failed delivery / unclaimed shipments: If a shipment is refused, unclaimed, or returned due to failed delivery attempts, the customer is responsible for all shipping costs incurred, including original and return shipping charges
  • Payment processing fees: Payment processing fees (including credit card and payment gateway fees) are non-refundable. These fees are retained by third-party payment processors, are not recoverable by us, and will be deducted from any applicable refund


How to Return Your Order

Step 1: Request RMA

Contact us within 30 days of delivery with your order number and reason for return. We'll provide an RMA number and return instructions.

Step 2: Ship Your Return

  • You are responsible for return shipping costs and insurance unless the return is due to product defect or our error
  • Use any carrier (USPS, FedEx, UPS, DHL, or equivalent)
  • Package items securely to prevent damage in transit
  • Returns must be shipped within 15 days of receiving your RMA number
  • International returns: Mark package as "Return to Manufacturer" and include original commercial invoice. You are responsible for all customs/import costs

Step 3: Refund Processing

Once we receive and inspect your return, we'll process your refund within 10 business days to your original payment method.


Refund Details

Your refund amount depends on the reason for return:

Full Refunds (Product Defect or Our Error)

If your FaceCam is defective, doesn't work as described, or we made an error:

  • Full purchase price refund
  • Original shipping refunded (US/Canada orders)
  • No restocking fee
  • We'll help troubleshoot first – Most issues can often be resolved through support

Partial Refunds (Changed Circumstances)

For returns due to changed plans, funding issues, gift recipient preference, order errors on your end, refused delivery, unclaimed shipments, or other customer-caused circumstances:

  • Purchase price minus our costs of sale
  • Costs we cannot recover:
    • Payment processing fees: typically 2.6%–3.6% (not refunded by payment processors)
    • Outbound shipping we paid: 2-day US shipping or UPS Standard Canada shipping, where applicable
    • Return shipping charges incurred due to refused, unclaimed, or failed delivery shipments
  • Restocking fee: Up to 15% may apply if we incur additional processing costs
  • Your return shipping: Your responsibility

International Returns

  • You pay return shipping and all customs/duties both ways
  • Refund: Purchase price minus payment processing fees (typically 2.6%–3.6%) and any unrecoverable shipping-related costs
  • Note: If you decline delivery, fail to pay import costs, do not claim the shipment, or the package is returned to us due to failed delivery attempts, this is treated as changed circumstances and all unrecoverable costs will be deducted from the refund


What We Cannot Accept

  • Products showing signs of use or wear
  • Products with missing components or accessories
  • Products damaged during return shipping (ensure proper insurance)
  • Returns shipped without an RMA number
  • Returns initiated after the 30-day window


Exchanges

We don't offer direct exchanges. If you need a different product, please return your original order for a refund and place a new order.



Questions Before Buying?

Not sure if FaceCam is right for your project? Reach out before purchasing. We're happy to discuss your specific use case and help you make the right decision.

Email: helmut@face.camera
Contact: Visit our contact page (available in site navigation)
Phone: +1 (848) 322-3226