Refund policy

At FENIQ, every product page is intended to provide the information needed to make an informed purchasing decision. Customers should carefully review the product description, measurements, size chart, fit information, colors, materials, images, availability and delivery information before ordering.

By completing an order, the customer confirms that they have had the opportunity to review the relevant product information and have selected the desired product, color, size and variation.

1. Please Check Before Ordering

If uncertain about sizing or product details, contact FENIQ Customer Care before ordering.

2. Change of Mind

FENIQ does not generally accept returns or exchanges simply because a customer changes their mind after receiving an item that was supplied correctly and as ordered. Customers should make their selection carefully before purchase, subject to any rights that cannot legally be excluded.

3. Size Selection

The customer is responsible for selecting the appropriate size using the size chart and measurements provided on the relevant product page. A product is not considered defective merely because the selected size does not fit as expected when the item corresponds materially to the sizing information provided.

Where accurate sizing information was provided before purchase, a request solely because the customer selected the wrong size, did not review the size chart, did not compare measurements, preferred a different fit, or relied only on their usual size may not be eligible for return or exchange.

Where FENIQ chooses to accommodate a size exchange as a customer-service exception, it is subject to availability, return-condition requirements and applicable collection/redelivery charges.

4. Color, Appearance & Product Details

FENIQ makes reasonable efforts to present product colors and details accurately. Minor differences caused by screen settings, lighting or device displays are not considered defects. Customers are responsible for reviewing available images and descriptions, including material, fit, style, length, design, included pieces, care instructions and availability.

A return or exchange will generally not be accepted because the customer overlooked information clearly disclosed on the product page before purchase.

5. When an Exchange, Return or Other Remedy May Be Considered

6. Issues That Are Generally Not Eligible

• Ordering the wrong size.
  
• Failure to review the size chart or measurements.
  
• Selecting the wrong color or variation.
  
• Changing your mind.
  
• Deciding you no longer like the style.
  
• Ordering multiple sizes or colors with the intention of keeping only one.
  
• Failure to read the product description.
  
• Failure to read clearly displayed pre-order or delivery information.
  
• Minor color differences caused by screens or lighting.
  
• Damage caused by improper washing, ironing, storage or use.
  
• Normal wear and tear.
  
• Damage occurring after delivery.
  
• Removing or damaging tags.
• Wearing, washing, altering or using the product.

These restrictions do not limit rights or remedies that cannot legally be excluded.

7. Condition of Returned Items

• Unworn
  
• Unwashed
  
• Unused
  
• Unaltered
  
• Free from stains, odors, perfume, makeup or other marks
  
• In original condition
  
• All original tags attached
  
• Original packaging included where applicable

All returned products are inspected. FENIQ may refuse an item that does not meet these requirements, subject to applicable law.

8. Hygiene & Final-Sale Items

For hygiene and product-protection reasons, certain products are not eligible for exchange or return except where required because of a defect, incorrect item or applicable law.

• Underwear and intimate apparel
  
• Swimwear where applicable hygiene protection has been removed
  
• Earrings and pierced jewelry
  
• Opened beauty or personal-care products
  
• Personalized or customized items
  
• Products clearly marked FINAL SALE before purchase

9. Sale & Promotional Items

Products clearly marked FINAL SALE cannot normally be returned or exchanged for customer-choice reasons. Other discounted products remain subject to the conditions displayed at purchase. A promotional discount does not affect FENIQ’s responsibility where an item is genuinely defective or incorrectly supplied.

10. Pre-Order Items

Customers must review the estimated delivery period for pre-order products before purchasing. Placing a pre-order confirms acceptance of the disclosed estimated availability and delivery timeframe. A pre-order cannot normally be cancelled merely because the customer later changes their mind about waiting, provided the order remains within the disclosed delivery conditions.

11. Customer-Service Exchange Exceptions

FENIQ may, at its discretion and subject to applicable law, approve an exchange even where the issue resulted from the customer’s selection. Any such exception is subject to product availability, successful inspection, the applicable exchange period, payment of collection/redelivery charges and any price difference. Approval on one occasion does not create an entitlement for future orders.

12. Delivery & Exchange Costs

Where an exchange results from a customer-selection issue rather than an error by FENIQ, the customer is responsible for applicable collection and redelivery costs. Where FENIQ supplied an incorrect or confirmed defective product, FENIQ will arrange the appropriate remedy without charging the corresponding return or replacement delivery cost.

13. Refunds

Refunds are not the default solution for customer-selection issues. Where an eligible issue can reasonably be resolved through replacement or exchange, FENIQ may offer the appropriate remedy subject to applicable law. Where a refund is approved or legally required, applicable delivery charges may be excluded unless the issue resulted from an error attributable to FENIQ or the law requires otherwise.

For Cash on Delivery orders, the available refund method will be communicated by FENIQ Customer Care.

14. Refused Cash on Delivery Orders

Customers should place Cash on Delivery orders only when they genuinely intend to receive them. Repeated refusal of correctly prepared and dispatched orders may result in FENIQ restricting Cash on Delivery for future purchases.

15. How to Request Assistance

Before returning any item, contact FENIQ Customer Care with the order number, product concerned, reason for the request and clear photographs where an item is claimed to be incorrect or defective. Products should not be returned without prior authorization. Sending an item back does not automatically mean the request has been approved.

16. FENIQ Quality Review

Every claim is reviewed individually. FENIQ may compare the received product, order information, product listing, size information and photographs before determining eligibility. When FENIQ makes an error, we take responsibility. When the product has been delivered correctly according to the customer’s confirmed selection and information clearly provided before purchase, customer-choice issues will not normally qualify for return or exchange.