2 · refund-policy

Fenora · Returns

Refund Policy

Last updated: 7 September 2026

In short: 14 days to change your mind, 30 days for faulty items, refunds within 14 days of the return reaching us. Email contact@fenora.com to start any return.

1. Changed Your Mind

You may cancel for any reason within 14 days of receiving your order. Tell us by email within that window, then send the goods back within a further 14 days. Items should be unused, in their original packaging and in a condition that allows resale. You may inspect an item as you would in a shop, but a deduction may be made if it has been used beyond that.

2. Faulty, Damaged or Wrong Item

Contact us within 30 days of delivery with your order number and a photo or short description of the problem. We will offer a replacement or a full refund and cover the cost of return postage. Please do not send anything back until we have confirmed the return address and method.

3. Return Costs

Reason	Who pays return postage
Changed your mind	Customer
Faulty, damaged or incorrect	Fenora
Not delivered / lost in transit	No return needed — replacement or refund

4. How Refunds Are Paid

Refunds go back to the original payment method within 14 days of the goods reaching us or of you providing proof of postage, whichever is earlier. For changed-mind returns we refund the item price plus the standard delivery charge; any premium delivery upgrade is not refunded. Bank processing may take a further 3–5 working days.

5. Exchanges

We don't run a formal exchange service. Return the item for a refund and place a new order for what you'd like instead — it's usually quicker.

6. Items We Cannot Accept Back

Sealed hygiene items that have been opened, and products personalised to your order, cannot be returned under the change-of-mind right unless faulty. Your statutory rights are unaffected.