Refund policy
Return & Refund Policy
Last updated: 19.05.2026
⚠️ IMPORTANT INFORMATION BEFORE YOU ORDER
Please read this information carefully before placing an order. By placing your order, you acknowledge that you have been informed of and accept the following:
- Hello Fay is a hair removal cream sold by Noire Eagle LLC. Products are shipped directly from our supplier's warehouse in the People's Republic of China.
- For hygiene reasons, opened products cannot be returned.
- Return shipping costs are the responsibility of the customer (typically $20–$50 USD depending on carrier and weight).
- We strongly recommend performing a patch test 24 hours before full use, as described on the product packaging.
At Hello Fay, we want you to feel confident with every purchase. If something doesn't work out, this policy explains exactly how returns, refunds, and product issues are handled.
1. RETURN WINDOW — 30 DAYS
You have 30 days from the date of delivery to request a return. Within this window, contact our customer service at support@hellofay.com to initiate the return process.
2. RETURN CONDITIONS — UNOPENED PRODUCTS ONLY
Due to the nature of hair removal products and applicable hygiene regulations, returns are only accepted for products that are:
- Unopened, with the original seal intact;
- In original, undamaged packaging;
- Returned with all original labels and inserts.
⚠️ Opened or used products cannot be returned for hygiene reasons. This is standard practice for cosmetic and personal care products and is permitted under U.S. consumer protection regulations.
If your product is defective, damaged in transit, or causes an adverse skin reaction, see Sections 6 and 7 below for alternative remedies.
3. RETURN ADDRESS — PEOPLE'S REPUBLIC OF CHINA
⚠️ Our fulfillment warehouse is located in the People's Republic of China. All returns must be shipped to our China address. You will receive the exact return address by email from our customer service team after your return request is approved.
Please do not ship any product before receiving our written confirmation with the return address and return form. Returns sent without prior authorization will not be accepted and will not be refunded.
4. RETURN SHIPPING COSTS
Return shipping costs to our warehouse in China are the responsibility of the customer. These costs typically range from $20 to $50 USD, depending on carrier and package weight.
We recommend using a carrier with tracking and insurance, as Hello Fay cannot be held responsible for returns lost or damaged in transit.
Any customs duties, taxes, or fees incurred on the return shipment to China are also the responsibility of the customer.
5. HOW TO REQUEST A RETURN — STEP BY STEP
1) Contact customer service
Email support@hellofay.com within 30 days of delivery, providing:
- your order number;
- the reason for the return;
- a photo of the unopened product showing the intact seal.
2) Receive return authorization
Our customer service team will review your request and, if approved, send you a return authorization form and the China return address by email within 1–2 business days.
3) Ship the package
Pack the unopened product securely with the completed return form and ship it via a tracked service to the provided address.
4) Send us the tracking number
Email the tracking number to support@hellofay.com so we can monitor the return.
Important: Returns without prior authorization will not be accepted.
6. DEFECTIVE OR DAMAGED PRODUCTS
If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery at support@hellofay.com with:
- your order number;
- a description of the issue;
- photos of the product and packaging.
In these cases, a return shipment is generally not required. We will arrange a full refund or replacement at no additional cost.
7. SKIN REACTIONS AND ADVERSE EVENTS
Hair removal creams can cause skin irritation in sensitive individuals. We require all customers to perform a patch test as described on the product packaging at least 24 hours before full application.
If you experience a skin reaction:
- Discontinue use immediately and rinse the affected area with cool water.
- For severe reactions (burning, blistering, persistent rash), seek medical attention promptly.
- Contact us at support@hellofay.com within 7 days of the reaction, providing your order number, a description of the reaction, and photos if possible.
We will review each case individually. In cases where the patch test was performed as instructed and a reaction still occurred, we offer a refund or replacement product. For documented adverse events, we comply with applicable FDA reporting obligations under the Modernization of Cosmetics Regulation Act (MoCRA).
Hello Fay is not liable for reactions resulting from failure to perform the recommended patch test or from use contrary to the product instructions.
8. REFUND PROCESSING
Once we receive and inspect the returned product at our warehouse, refunds are processed within 10 business days.
Due to international shipping times, the full return cycle — from package dispatch by you to refund receipt — may take 4 to 6 weeks.
Refunds are issued to the original payment method used at checkout. The time for the refund to appear in your account depends on your bank or payment provider.
Please note:
- The original shipping cost is not refunded.
- Any customs duties or fees you paid at delivery cannot be refunded by Hello Fay, as these were not paid to us.
9. PACKAGE REFUSAL
Refusing to accept a package for any reason — including customs duties, handling fees, or simply changing your mind after shipment — does not entitle you to a full refund of your order.
If a package is refused or customs duties are not paid to the carrier, the package is returned to our warehouse in China at our expense. In such cases, we may refund the product value minus the original shipping costs, return shipping costs, and a $15 administrative handling fee.
10. EXCHANGES
We do not offer direct exchanges at this time. If you wish to receive a different product variant, please return the unopened item per this policy and place a new order.
11. ORDER CANCELLATION BEFORE SHIPMENT
Orders can be canceled free of charge as long as the shipment status has not yet changed to "shipped." To request a cancellation, please email support@hellofay.com.
12. CONTACT
For questions about returns, refunds, or product issues:
Noire Eagle LLC
2106 House Ave Suite 620
Cheyenne, WY 82001, USA
Email: support@hellofay.com