Thank you for shopping with us. We want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we offer a transparent refund and return policy to ensure your shopping experience is hassle-free.
1. Returns
Non-returnable items:
On sale items or gift cards are non-refundable.
Damage/Lost caused by customers are non-refundable.
1.1 Eligibility:
- You have 30 calendar days from the date of delivery to request a return.
- The item must be unused, in its original packaging, and in the same condition as when you received it.
- To return a product, please contact our customer support team with your order details and the reason for your return. Can leave your message via email [email protected] or https://fenncollection.ae/contact-us/ web page.
- Our customer service staff will determine the eligibility for your return request within 3 business days
1.2 Return Process:
- Once we receive your return request, we will provide you with a return authorization number (RMA) and instructions on how to proceed.
- Please note that the return shipping costs will be at your expense, unless the return is due to a defect or error on our part.
- Return address: We will send to you by email.
1.3 Refunds:
- Upon receiving the returned item and verifying its condition, we will proceed with the refund.
- Refunds will be issued in the original form of payment within 7 business days.
- Return fee: 0.5USD
- Please note that shipping costs are non-refundable.
2. Exchanges
2.1 Eligibility:
- We offer exchange only for defective or damaged items. Shipping costs for replacement will be borne by us.
- Please contact our customer support team with your order details and a clear description or photo of the issue.
2.2 Exchange Process:
- Upon receiving your exchange request, we will provide you with an exchange authorization number (EMA) and instructions on how to proceed.
- Return the defective or damaged item to the provided return address (see below).
- Once we receive the item and verify the issue, we will ship a replacement item to you at no additional cost.
Return Contact Information:
- [email protected]
- +86 13425075090
Please ensure that the return authorization number (RMA) or exchange authorization number (EMA) is clearly indicated on the return package.
