Effective date: September 2026

At FAEVEZ LLC, we want every memorial light to arrive exactly as it should. Please read this policy alongside our Shipping Policy before ordering.

1. Change of mind

Because our lights ship directly from our fulfillment partners, we do not accept returns, exchanges or refunds for a change of mind, or for ordering the wrong item or quantity. Please check the product details before ordering, and email us if you have any questions. If you would like to cancel, contact us as soon as possible - see section 7.

Items that we have customized at your request (for example, with a photo or name you sent us by email) are made especially for you and also cannot be returned for a change of mind or for errors in the details you provided.

This does not affect the protections below or any rights that cannot legally be excluded.

2. Our Replacement Promise - damaged, faulty or incorrect items

You are fully covered if your order arrives:

• Damaged in transit (for example, cracked or broken by the courier),
• Faulty or defective,
• Not the item you ordered, or (for items we customized at your request) different from the details you approved.

In these cases we will replace the item or issue a refund, at no cost to you. Please contact us within 7 days of delivery with your order number and clear photos or video of the item and the packaging, and keep everything until the claim has been reviewed.

3. How to start a claim

Email faevezllc@gmail.com with your order number, your name, a description of the issue, and clear photos or video. Please do not send anything back before you receive instructions from us.

4. Refunds

Approved refunds are issued to the original payment method, generally submitted within 5-10 business days of approval. Your bank or payment provider may need additional time to display the refund; we do not control those processing times.

5. Replacements

Where a replacement is approved, we will confirm the details once it has shipped. If the same design is unavailable, we may offer a comparable replacement, store credit, or a refund to the original payment method.

6. Orders not received, or marked delivered

If tracking shows no movement for an unusually long time, or shows delivered but you cannot find the package, contact us and we will review the tracking with the carrier or fulfillment partner and determine an appropriate resolution. A refund or replacement is not automatic when tracking confirms delivery to the address entered at checkout; such cases are reviewed individually.

7. Order changes and cancellations

Orders are processed quickly, so contact us as soon as possible to change or cancel an order. We cannot guarantee changes or cancellations once an order has been processed or sent to a fulfillment partner.

8. Incorrect shipping information

Customers are responsible for entering a complete, accurate shipping address. If an order is returned or lost because of an incorrect or incomplete address, the customer may be responsible for reshipping or carrier fees.

9. Chargebacks

Please contact us before opening a payment dispute - we will make every reasonable effort to resolve the issue directly and quickly.

10. Consumer rights

This policy does not limit any rights or remedies available under applicable consumer-protection law. Where local law provides stronger rights, those rights apply.

11. Contact us

FAEVEZ LLC
Email: faevezllc@gmail.com
Website: https://faevez.com
Please include your order number in all return-related messages.