Refund policy
Fenvilo provides a process for customers to request returns and refunds in accordance with the conditions below. Please contact customer support before mailing any item back.
Return request period
A return request may be submitted within 30 calendar days after delivery. For a standard change-of-mind return, the item should be unused, in its original condition, and accompanied by its original packaging, parts, and accessories. Proof of purchase or a valid order number is required.
Item condition and exclusions
Items showing use, damage caused after delivery, missing parts, or signs of alteration may not qualify for a standard change-of-mind return. Certain products may be subject to additional restrictions for hygiene, safety, or other reasons; any applicable item-specific terms should be displayed on the product page or communicated before purchase. This policy does not limit mandatory rights under applicable consumer law.
How to request a return
· Email service@fenvilo.com within the return window and provide your order number and reason for the request.
· If the product arrived damaged, defective, or incorrect, include clear photos of the product and packaging where possible.
· Wait for support to confirm the return instructions before shipping the product.
· Use the return destination and shipping method provided by customer support. Do not send a parcel to the registered business address unless it is specifically confirmed as the return address.
Return shipping costs
For change-of-mind returns, the customer is generally responsible for return shipping unless otherwise stated or required by applicable law. If the item is damaged, defective, or incorrect due to an error on our part, contact us first so we can review the case and explain the available resolution.
Refund processing time
Once a return has been received and approved, the refund will generally be processed within 5–10 business days. Refunds are issued to the original payment method where possible. Your bank, card issuer, or payment provider may take additional time to make the funds available.
Refund amount
Shipping charges and other fees are not refundable unless required by law or the refund relates to an issue for which we are responsible. The final refund amount will be confirmed as part of the return review.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, or different from the item ordered, contact us as soon as reasonably possible with your order number and supporting photos. We will review the information and explain the appropriate next steps under this policy and applicable law.
Order cancellations
If you wish to cancel an order, contact us promptly. Cancellation may not be possible after fulfillment has begun or the parcel has been dispatched. Once shipped, the return process may apply.
Contact
Email: service@fenvilo.com | Phone: +1 3412042359