Refund policy

REFUND AND RETURNS POLICY

Last updated: August 31, 2026

At Faucon Performance, we want to ensure that your shopping experience is safe and satisfactory. This Refund and Returns Policy sets out the conditions applicable to product returns, order cancellations, and refunds made through our online store.

By placing an order on our website, the customer acknowledges and agrees to the terms of this policy, without prejudice to any rights granted to consumers under applicable law.

1. RIGHT OF WITHDRAWAL — EUROPEAN UNION

For consumers located in the European Union, customers generally have the legal right to withdraw from an online purchase within 14 calendar days, without having to provide a reason.

The withdrawal period begins:

  • On the day following the day the customer receives the product; or

  • In the case of an order containing multiple products delivered separately, on the day following the receipt of the last product.

To exercise this right, the customer must notify us of their decision to withdraw from the purchase within the 14-day period.

After notifying us of the withdrawal, the product must be returned within the applicable legal timeframe.

2. CONDITIONS FOR RETURNING DIETARY SUPPLEMENTS

As dietary supplements are products intended for consumption, returned supplements must be:

  • Sealed;

  • Unopened and unused;

  • In their original packaging;

  • With all safety seals intact;

  • Free from damage caused by the customer.

Dietary supplements that have been opened after delivery may be excluded from the right of withdrawal where the opening of the product makes it unsuitable for return for reasons of health protection or hygiene, to the extent permitted by applicable law.

If a product has been opened, used, or shows signs of tampering with the safety seal, Faucon Performance may refuse the return where such exclusion is permitted by applicable law.

This provision does not affect the consumer's legal rights regarding defective, incorrect, or non-conforming products.

3. INCORRECT OR DAMAGED PRODUCTS

If you receive:

  • A product different from the one you ordered;

  • A product damaged during transportation;

  • A product with damaged or tampered packaging;

  • A defective product;

  • A product that does not correspond to its description on the website;

please contact us as soon as possible.

We may request photographs of the product, packaging, and shipping label so that we can assess the situation and provide an appropriate solution.

Depending on the circumstances and applicable law, we may offer:

  • Product replacement;

  • Reshipment of the correct product;

  • Repair, where applicable;

  • Full or partial refund;

  • Another remedy provided under applicable consumer protection laws.

4. HOW TO REQUEST A RETURN

To request a return or exercise your right of withdrawal, please contact us through the customer service channel provided on our website.

Your request should include:

  • Name used when placing the order;

  • Order number;

  • Product you wish to return;

  • Reason for the return, where applicable;

  • Photographs of the product, if there is a problem or damage.

After receiving your request, we will provide the necessary return instructions.

Do not send products to any address other than the address provided by our customer service team.

5. RETURN SHIPPING COSTS

When the customer exercises their legal right of withdrawal within the 14-day period and the product is eligible for return, return shipping costs will be handled in accordance with applicable law and the information provided to the customer before the purchase.

When a return is due to a defective, incorrect, or non-conforming product, Faucon Performance will be responsible for the costs legally attributable to the company.

When the customer chooses to return a product for a reason unrelated to a defect or error by Faucon Performance, the customer may be responsible for the direct cost of returning the product, where permitted by applicable law and where this information was properly disclosed before the purchase.

6. REFUNDS

Once we receive and inspect the returned product, the refund will be processed in accordance with applicable law.

Where the customer validly exercises their right of withdrawal, the refund will include the payments received from the customer, including, where applicable, the cost of the standard delivery option selected at the time of purchase.

If the customer selected a more expensive delivery method than the least expensive standard delivery option offered by the store, the additional cost may not be refunded, to the extent permitted by applicable law.

Refunds will generally be issued using the same payment method used for the original purchase, unless otherwise agreed with the customer.

Faucon Performance may wait until the returned product has been received or until the customer provides proof that the product has been shipped back before issuing the refund, to the extent permitted by applicable law.

7. SALE AND PROMOTIONAL PRODUCTS

Products purchased during sales, special promotions, or using discount codes remain subject to the consumer's statutory rights.

The fact that a product was purchased at a discounted price does not remove any rights provided under applicable law.

8. ORDERS THAT HAVE NOT YET BEEN SHIPPED

If the customer wishes to cancel an order before it has been shipped, they should contact us as soon as possible.

If the order has not yet been processed or shipped, we will make reasonable efforts to cancel the order and issue a refund.

If the order has already been shipped, the customer may need to follow the return procedure described in this policy.

9. UNCOLLECTED ORDERS OR INCORRECT ADDRESS

The customer is responsible for providing accurate delivery information.

If an order cannot be delivered due to incorrect or incomplete information provided by the customer, unjustified absence, or failure to collect the shipment, the customer may be charged for costs actually incurred, where permitted by applicable law.

This provision does not affect any statutory consumer rights.

10. LEGAL GUARANTEE AND NON-CONFORMING PRODUCTS

Nothing in this Refund and Returns Policy limits the consumer's statutory rights.

Consumers in the European Union have legal rights regarding the conformity of products purchased from a business.

If a product is defective or does not conform to the purchase contract, please contact us so that we can assess the situation and provide the remedy required under applicable law.

11. EXCLUSIONS

This policy does not limit or exclude any rights that cannot legally be limited or excluded.

In particular, Faucon Performance does not intend to exclude:

  • Statutory warranty or legal guarantee rights;

  • Rights relating to defective or non-conforming products;

  • The right of withdrawal where legally applicable;

  • Any other mandatory rights provided under consumer protection laws.

12. CONTACT

To request a return, cancellation, or refund, please contact us through the customer service channel provided on our website.

Faucon Performance

Email: suporte@fauconsport.com

Website: fauconperformance.com

Company Address: Ferreiras, Albufeira, Portugal

Postal Code: 8200-569

VAT Number: 309633400

IMPORTANT NOTICE

This policy has been prepared for an online store selling dietary supplements to consumers within the European Union. It does not constitute professional legal advice.

Rules may vary depending on the consumer's country of residence, the type of product, and the specific circumstances of each case. In the event of any conflict, the mandatory consumer rights established under applicable law shall prevail.