Refund policy
We want you to love what you ordered. If you don't, here's how to send it back.
30 days
You have 30 days from the day your order arrives to start a return.
Our own skincare - smooth sali, pore magic and moisturose - comes back used and opened. Skincare is something you have to actually put on your face to know. If you tried it and it isn't right for you, send it back. You don't need the original packaging and you don't need a reason.
Everything else needs to come back unused and in the condition it arrived in. We can't put a partner's product back on the shelf once it's been opened.
How to start a return
Email us at dana@freelivingco.co with your order number and whether you'd like a refund or a swap. If your return is accepted we'll send you a prepaid shipping label and instructions.
Returns go to: Free Living Co LLC, 951 Mountain Willow Ln, Park City, UT 84098
Please email us before you send anything back. Items that arrive without a return request first can't be accepted.
If something arrives damaged, defective, or wrong
That's on us, not you, and it's separate from everything below.
Have a look at your order when it arrives and tell us right away if anything is broken, faulty, leaking, or isn't what you ordered. Send a photo if you can. We'll replace it or refund it, and you usually won't need to send the original back.
This applies to everything we sell, including final sale items. Final sale means we can't take something back because you changed your mind. It doesn't mean you're stuck with something that arrived broken.
Final sale - what we can't take back if you change your mind
- Sale items. Anything discounted is final sale.
- Wildcard boxes. They're priced well below what's inside them, which is the whole point.
- Gift cards.
- Subscription deliveries. No returns - but you can pause, skip, change or cancel your subscription at any time, and there is no minimum number of deliveries.
- Special orders. Anything we bring in specifically for you - a bulk size we don’t keep on the shelf, a scent or variant we don’t normally stock, or any order of more than three of the same item. Once we’ve placed that order with the brand it’s committed, so we can’t take it back. Where an item is a special order, we say so on the product page before you buy.
- Anything ingestible, once it's left us. Supplements, powders and drinks can't be resold safely, sealed or not.
- Anything applied to eyes, lips, teeth or underarms - mascara, lip products, dental, deodorant.
- Anything worn against skin, and anything used with a shared applicator.
- Hair accessories, and face and body tools.
Hygiene, not preference. We can't resell these safely once they've left us, so we'd rather be clear up front than take your money and argue about it later.
Refunds
Once your return arrives and we've had a look, we'll email you either way. If it's approved, we'll refund your original payment method within 10 business days. Your bank or credit card company may take a few more days to post it.
If it's been longer than that and nothing has landed, email us at dana@freelivingco.co and we'll chase it.
Exchanges
The fastest way to get what you want is to return what you have and place a new order - that's quicker than waiting for a swap. But tell us what you're after and we'll sort it out whichever way is simplest.
Questions
dana@freelivingco.co. A person reads it.
