Fenvilo Return & Refund Policy

Effective Date: September 2026

At Fenvilo, we strive to provide a reliable shopping experience through our selection of home décor, comfort essentials, and practical household products. We want every customer to understand the procedures for reporting product issues and requesting an appropriate resolution.

If your order arrives damaged, contains a manufacturing defect, or includes an item that differs from your purchase confirmation, please contact our customer service team at service@fenvilo.com. Remember to include your Order ID and the email address used at checkout so we can locate your transaction.

1. Return Policy & Eligibility

Before placing an order, we recommend reviewing the product description, specifications, dimensions, and selected variations carefully.

As a general policy, Fenvilo does not accept voluntary returns or exchanges based solely on a change of mind or personal preference when the correct item has been delivered and is not defective.

However, products affected by shipping damage, verified manufacturing defects, or fulfillment errors may qualify for a claim review and an appropriate resolution.

All purchases and requests are subject to applicable consumer protection laws. Nothing in this policy is intended to exclude rights or remedies that cannot legally be waived.

2. Reporting a Damaged or Incorrect Order

Please inspect your package promptly after delivery. If you discover a damaged product, a manufacturing issue, or an item that does not match your order, contact us within 7 calendar days of delivery so we can review the matter.

To submit a claim, email service@fenvilo.com with the subject line "Product Issue & Refund Inquiry."

Please provide the following details:

• Order Identification: Your Order ID and the email address used during checkout.
• Issue Description: A clear explanation of the damage, defect, or discrepancy.
• Photographic Evidence: Clear photographs or videos showing the affected product. If the issue occurred during shipping, please also include images of the outer packaging and shipping label.

Please retain the product and its packaging until our team has reviewed your request. Do not send merchandise back before receiving written return instructions.

The reporting period is intended to support a timely investigation and does not override any mandatory statutory rights.

3. Claim Review & Resolution Options

Once we receive your request and supporting materials, our team will assess the circumstances and may request further information if necessary.

If the issue is verified and the claim is approved, an appropriate resolution may include one of the following:

• Product Replacement: An eligible item may be replaced without additional product or shipping charges, where applicable.
• Partial Refund: A partial reimbursement may be considered when appropriate to the circumstances.
• Full Refund: A full refund may be issued when justified by the claim or required under applicable law.

The available resolution depends on the nature of the problem, the evidence provided, product availability, and applicable legal requirements.

Our team will communicate the outcome and explain any necessary next steps. Submitting a claim does not automatically guarantee approval for a particular remedy.

4. Refund Processing & Payment Method

Approved refunds will generally be returned to the original payment method used for the purchase.

Please allow approximately 7–12 business days after the refund has been initiated for the funds to appear in your account. Actual processing times may vary depending on your bank, card issuer, or payment provider.

If the refund has not appeared after the expected period, we recommend checking with your payment provider. You may also contact service@fenvilo.com with your Order ID so we can help review the refund status.

Please note that the stated timeframe is an estimate rather than a guaranteed settlement date.

5. Exchanges & Replacement Requests

Fenvilo generally does not offer exchanges requested solely to obtain a different color, size, design, or product collection when the original item has been supplied correctly and is not defective.

Replacement requests are primarily considered for verified cases involving damaged goods, manufacturing defects, or fulfillment discrepancies.

If a replacement is approved, our customer service team will confirm the available option and provide instructions before the replacement is arranged.

Any applicable statutory rights to repair, replacement, return, or refund remain unaffected by this policy.

6. Return Authorization & Shipping Instructions

Please contact our customer service team before returning any merchandise. If a return is authorized, we will provide written instructions and the appropriate return destination.

Products sent back without prior coordination may be difficult to identify or process correctly. Contacting us beforehand helps ensure that an authorized return is associated with the correct order.

The handling of unauthorized parcels remains subject to applicable law. This requirement does not remove any consumer rights that cannot legally be restricted.

7. Contact Fenvilo Customer Support

If you have questions about this policy or need assistance with a return, refund, or product-related concern, please contact us using the details below.

Customer Service Email: service@fenvilo.com

Official Website: https://fenvilo.com

For faster assistance, include your Order ID and the email address used at checkout. If your request concerns damage, a defect, or an incorrect item, please attach relevant photographs or videos whenever possible.

Thank you for choosing Fenvilo. We appreciate your trust and will review eligible requests carefully to determine an appropriate resolution.