- Overview & Statutory Right of Withdrawal
This Refund & Return Policy governs all purchases made on www.foamandfade.com (operated under the brand foamandfade). We are committed to maintaining transparent, fair, and legally compliant commercial practices for our customers across the European Union, the United Kingdom, and the United States.
In full compliance with European Union Directive 2011/83/EU on Consumer Rights, UK Distance Selling legislation, and applicable United States consumer protection frameworks, consumers residing in these regions hold a statutory 14-day Right of Withdrawal. You have the right to cancel your order and return purchased merchandise without providing a reason within 14 calendar days from the day on which you, or a designated third party, acquire physical possession of the items. - Damaged, Defective, or Incorrect Items
If your merchandise arrives with visual defects, manufacturing flaws, or physical damage incurred during international transport:
No Physical Return Required: You are not required to send the damaged physical parcel back to us.
Notification Procedure: Please contact our customer support desk within your inspection timeframe at simulation@foamandfade.com.
Required Documentation: Include your order reference number alongside clear photographic evidence illustrating the reported damage or defect.
Resolution: Upon visual verification by our administrative support team, we will process either a full refund to your original payment method or arrange an immediate replacement dispatch at no additional cost to you. - Standard Return Process & Conditions
If you wish to exercise your statutory 14-day right of withdrawal for non-defective merchandise, the following conditions and procedures apply:
3.1 Authorization Requirement
Prior to sending any merchandise back, you must contact customer support at simulation@foamandfade.com to notify us of your intent to withdraw and receive return processing instructions. Parcels sent without prior email communication may experience delays in administrative processing.
3.2 Item Condition
To qualify for a standard return under the 14-day withdrawal period, items must be returned in their original condition, unused, unwashed, and accompanied by original product labels and packaging.
3.3 Return Address
All authorized physical returns must be dispatched directly to our designated headquarters in Mexico:
foamandfade Returns Department
Av. Insurgentes Sur 1602,
Col. Crédito Constructor, Benito Juárez,
Ciudad de México, C.P. 03940,
México
(Unless otherwise required by mandatory consumer law, the consumer is responsible for direct shipping fees associated with returning non-defective goods under standard statutory withdrawal.) - Transit Delays & Non-Delivery Resolution
Orders bound for Europe and the United States are dispatched via established international courier networks (including DHL Priority, FedEx Priority, and UPS Priority) with an estimated transit window of 6 to 9 working days.
Automated Tracking: Status updates are automatically issued to your registered email address at key transit stages (dispatch confirmation, major transit hub processing, and out for local delivery).
Delayed Shipments: If your parcel exceeds the standard 6 to 9 working days window, please alert us at simulation@foamandfade.com. We will immediately initiate a formal investigation with the logistics carrier.
Resolution Outcome: Based on the official investigation findings, if the shipment is confirmed lost or excessively delayed, we will issue a full refund or arrange a replacement dispatch. - Refund Processing & Payment Methods
Once a refund is approved (following verification of damaged goods evidence or receipt and inspection of an authorized physical return), the transaction will be processed promptly.
Processing Timeframe: Approved refunds are initiated by our administrative team within 3 to 5 working days. The credit will automatically be applied back to your original method of payment. (Please note that actual account credit posting times depend on your card issuer or financial institution).
Supported Payment Options: Refunds are executed strictly through the original payment method utilized during checkout, including:
Credit & Debit Cards: Visa, Mastercard, and American Express
Digital Wallets: Apple Pay, Google Pay, and supported digital wallet solutions - Support Contacts
For any questions regarding order cancellations, returns, damaged items, or refund status, please contact our team:
Operating Brand: foamandfade
Official Website: www.foamandfade.com
Customer Support Email: simulation@foamandfade.com
Telephone: +52 55 5568 4321
Headquarters Address:
Av. Insurgentes Sur 1602,
Col. Crédito Constructor, Benito Juárez,
Ciudad de México, C.P. 03940,
México