Returns

We understand that sometimes you may need to return a product. Due to the specific nature of our products, returns are not always possible. To ensure your return can be processed, please email our customer service team at shop@prfkt.com before sending anything back. Only proceed with the steps below once your return has been approved.

You cannot return a product if:

• The product has been opened.
• The product has been used.
• The product was purchased from our Outlet section, is a Mystery Gift, or a Daily Deal where returns are not allowed.
• The product is non-returnable for hygiene reasons.

If you have opened or used the product and are dissatisfied, unfortunately, you cannot return or exchange it. We do not offer a money-back guarantee.

You can return a product if:

• It has not been opened or used.
• It is in perfect resalable condition.
• It is returned within 14 days of receiving the order.

To return an item, please download and print the returns form here, complete it, and send it along with the goods using our InPost Locker returns service or your chosen courier. Returns without the form cannot be processed and will be disposed of after 30 days.

Please note that delivery charges are non-refundable. If you qualified for free delivery, the original postage and packaging costs covered by Face the Future will be deducted from your refund amount (as per our return fees).

Download and print our returns form: Download Returns Form.

Send your items to the address below by your preferred courier service or from the Post Office. Please ensure you send this via a tracked method. We will not be held responsible for any return that is in transit and has not been physically received at our premises, nor will we be responsible for any damage that occurs while your return is in transit to us. Return postage is at your own cost and risk.

Prfkt / Medica Forte Ltd
Medica Forte Ltd
Hadfield House
Congleton Road
Macclesfield
SK11 9ER

We aim to process all returns within 3 working days of receipt. It is recommended for customers to keep their proof of postage receipt so you can view when the parcel arrives back with us.

All refunds will be processed to your original payment method and can take anywhere between 3 to 7 working days to be received.

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.

However, if the products are not faulty and the order was correct, we cannot provide a refund for the delivery charge as the paid for service has already been provided.

If you believe you have a product with a faulty pump, please contact us on 0330 111 8574 or customerservice@prfktpro.co.uk before returning an item.

In many cases it will just be an airlock in the bottle, and we can explain how to release this and get the pump working as normal.

If a purchased product has been used or opened (manufacturer / factory seal no longer in place or packaging damaged), then it will not be eligible for a return, refund or exchange.

If an item(s) is returned to us and it has been used / opened / is not in a resalable condition or does not pass the UV light checking process, the customer will be contacted and informed. The customer can then determine whether they would wish for us to dispose of the item(s) or whether they wish, at their own cost, to have the item(s) returned to them. No refund will be given for items returned that are not in a resalable condition.

Returns postage is at your own cost and risk. We would recommend that you return your items via a tracked delivery service. Please clearly state on the returns form the reason for return and whether you require a refund or exchange. Please put a contact number on your returns form should you require an exchange. We will not be liable for any packages that are not received by us. We will not be held responsible for any return that is in transit and has not been physically received on our premises and we will not be responsible for any damage that occurs whilst your return is in transit to us.

If proof of postage of a return is requested, please ensure all details are sent through including postage date and time.

Any delivery charges paid for on an initial order are not eligible for a refund. If your order qualified for free delivery, the delivery costs incurred by Face the Future when your order was shipped will be deducted from the refund amount as per our return fees.

If your order qualified for a free gift, this must also be returned before your refund or replacement can be processed.

Once a refund has been issued you will receive a confirmation email detailing the amount that has been refunded, and the item(s) that we have received back.

Refunds can only be made to the billing details provided when ordering.

We aim to process all returns as quickly as possible and you should receive confirmation of this within 5 working days of us receiving the return.

If you exercise your right of cancellation after 14 days of receipt of the order, any returned goods must be in perfect resalable condition (inner and outer packaging fully intact) and are subject to a 25% re-stocking charge.

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Prfkt cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company.

It may be that you need to return an item for another reason other than listed above. The sections below provides more information on returns for the following:

• Damages / Shortages / Incorrect Products
• Faulty Products
• Reactions to Products
• Refused / Undeliverable Packages

Please note, in order to investigate any claims of faulty or damaged products, we will require the product and related packaging to be returned to Face the Future. Unfortunately, we are unable to accept these claims without the relevant packaging as they must be returned and logged with the manufacturer.

If a parcel is short of an item we are not able to offer a straight refund, we will however send out a replacement.

Please inspect goods fully on receipt. Any damages / shortages / incorrect products must be reported to Face the Future in writing within 24 hours from receipt of goods, with full details of the issue, along with photographs of all packaging and contents.

If a return / refund / replacement / exchange is required, Face the Future will provide full details on this process during email correspondence. This process may involve you completing a Non Receipt of Goods Declaration Form.

Face the Future cannot accept responsibility for damages / shortages / incorrect products reported after the stated 24 hour period.

If you feel that an item you have received is faulty, please report this immediately in writing with detailed information on the issue to Prfkt.

Returns for faulty products are reviewed on a case by case basis and the outcome of the return eligibility is at the discretion of the Prfkt team.

Depending on the issue with the item, you may be required to complete a Product Query Form, and any item(s) deemed faulty might be sent back to the manufacturer for thorough testing.

If a return / refund / replacement / exchange is required due to a fault, Face the Future will provide full details on this process during email correspondence.

If you have had a reaction to a product, please immediately report this in writing to Prfkt. Customers must notify us of any product reactions within 28 days of receipt of the order.

Depending on the issue with the item, you may be required to complete a comprehensive Product Reaction Questionnaire, and any item(s) in question might be sent back to the manufacturer for thorough testing. This form must be fully completed within 48 hours of the form being sent from us to you, and must be accompanied with photographs of the reaction. Photographs of the reaction must be taken within 24 hours of the reaction taking place.

In the case of a parcel being returned to Prfkt due to an incorrect delivery address being provided or the customer not collecting from their postal office / depot, a re-delivery cost will be charged. The costs for this are detailed on our returns page. Customers will be contacted via email should a parcel be returned to us. If we don’t hear back from the customer within 5 working days, the order will be cancelled and refund in line with our return charges and a processing fee of £10 will be charged.

If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered byPrfkt, even if you qualified for free delivery, will be deducted from the refund amount in line with our return charges and a processing fee of £10 will be charged.