Returns and refunds
30 days to
change your mind.
An item is not right for you? Our team helps you find the best solution, simply.
The conditions
- The request is made within 30 days of delivery.
- The item is complete, with its accessories, and well protected for transport.
- Within the 14-day legal withdrawal period, you may have unpacked and examined it as you would in a shop; any use beyond that may be deducted from the refund.
- From day 15 to day 30, it is unused, in its original packaging, with its labels intact.
How it works
Start your request
The simplest way: from your customer account, in the details of your order, in a few clicks and without a code. No account? Write to contact@fenalor.com with your order number, the items concerned and the reason for the return.
Receive our instructions
We reply within 48 business hours with the return address and the process. Please do not send anything back before our confirmation.
Ship the item
Pack it carefully and keep your proof of shipment until the return is processed.
Refund
As soon as we receive and check the item, we issue the refund to your original payment method.
Return costs
If the error is ours or the item is faulty, the return and replacement are entirely at our expense. For a change-of-mind return, we provide a prepaid label, the cost of which is deducted from your refund.
Frequently asked questions
How do I request a return?
The simplest way is to start your request directly from your customer account, in the details of your order, without a code. You can also write to us at contact@fenalor.com with your order number.
How long do I have to return an item?
You have 30 days after receiving your order to request a return, on top of the 14-day withdrawal period provided by law.
Who pays for return shipping?
For a change-of-mind return, we provide a prepaid label, the cost of which is deducted from your refund. If the error is ours or the item is faulty, the return is entirely at our expense.
How does the refund work?
As soon as we receive and check the returned item, we refund your original payment method, within 14 days at the latest.
Can I return a used item?
During the 14-day legal withdrawal period, yes: you may have unpacked and examined it as you would in a shop, any use beyond that being deductible from the refund. From day 15 to day 30, it must be unused, in its original packaging, complete with its accessories and with its labels intact.
My item arrived damaged, what should I do?
Write to us at contact@fenalor.com, with photographs if possible. We arrange the return at our expense and either send you a replacement or refund you, as you prefer.
