Faulty Products FAQ

Please be advised the below applies to all buyers, purchasing products directly from FM World UK.

Only manufacturing issue that has occurred after unboxing the product within 30 days from date of purchase will be accepted.

FM World has rights to ask for evidence (and may call for product to be sent to warehouse for assessment) to determine the fault of the product, failure to provide evidence or sending product for assessment would decline the claim.

What is a manufacturing issue?

A manufacturing defect/fault is a defect/fault in the product that was not intended.

For example, a fragrance bottle does not spray after unboxing, Gummies in the container are crispy/solid, fragrance candle does not smell at all when lit, fragrance smells only like alcohol, etc.

What is not a manufacturing issue?

For example, a fragrance bottle has coloured liquid in it compared to the previous bottle, the gummies previously had a different flavour, the packaging is different compared to previous packaging, etc.

For example; a fragrance bottle does not spray anymore after using it few times since purchased, the gummies have lost it taste after some use, candle wax does not melt evenly. etc.

The product received is faulty.

If the product has a manufacturing issue, please contact faultyproduct@uk.fmworld.com within 30 days from date of purchase (with the below mentioned details), any later than 30 days may decline your claim raised for the product.

1. Order number and business partner number
2. Name of product as mentioned on the invoice
3. Video proof showing the fault (MANDATORY)
4. Description of what is wrong.

What if my perfume doesn’t spray or leaks when I try to spray it?

If the bottle is unused (issue occurred as unboxed) and it does not spray or leaks when sprayed and if within 30 days from date of purchase please contact our faulty products department on faultyproduct@uk.fmworld.com with the below details.

1. Order number and business partner number
2. Name of product as mentioned on the invoice
3. Video proof showing the fault (MANDATORY)

My perfume/candle does not smell or does not smell right.

If you believe the product does not smell right and if within 30 days from date of purchase please contact our faulty products department on faultyproduct@uk.fmworld.com with the below details.

1. Order number and business partner number
2. Name of product as mentioned on the invoice
3. Description of what is wrong.
4. Batch/Lot number

Please be advised since this is a smell and fragrance lasting issue, we will have to assess the product.

My perfume does not last long.

Our perfume’s essential oil concentration, is between 20-25% hence our perfume does last long, the fragrance may not last long on the clothes, as the fabric may absorb the essential oil, however if the fragrance does not last long on your skin this could have various reason as well,

For example, dry skin, ongoing medication, adaptation of smelling senses (this is when the fragrance is present on the skin, but an individual is unable to smell it as the senses has adapted to the aroma) etc, however if you still prefer to raise a concern, please contact our faulty products department on faultyproduct@uk.fmworld.com within 30 days from date of purchase with the below details.

1. Order number and business partner number
2. Name of product as mentioned on the invoice
3. Description of what is wrong.
4. Batch/Lot number

Please be advised since this is a smell and fragrance lasting issue, we will have to assess the product.

My perfume/fragrance/candle and other products are out of the 30 days period I have just found out it does not smell right or doesn’t spray or leaks when I try to spray it or the product is faulty.

We understand this is a difficult situation, but unfortunately we are unable to accept this issue given that it is outside the 30-day period.

Why don’t you accept issues later than 30 days?

Our products such as fragrance, Nutricode gummies and other cosmetics products from packing to storage temperature is handled with utmost care, once the product leaves our warehouse and reaches our customers, we are unable to determine in what condition is the product stored and handled, we also do understand a customer may not use/unbox the product right away, hence we are offering a timeframe starting 30 days from date of purchase to raise a concern via email, regarding the product received.

The Nurticode gummies I have purchased are hard/crispy/discoloured/ not in edible condition.

If the bottle is unused (issue occurred as unboxed) and if its within 30 days from date of purchase, please contact our faulty products department on faultyproduct@uk.fmworld.com with the below details.

1. Order number and business partner number
2. Name of product as mentioned on the invoice
3. Video proof showing the fault (MANDATORY)
4. Description of what is wrong.

My product is faulty, and I have brought it from a reseller/business partner.

It is best to contact the seller regarding this issue, we are unable to assist, given this situation would come under disclosure to third party, which could breach the data protection legislation.