Refund policy

Return & Refund Policy

Effective Date: July 3, 2025

At FENERA, your satisfaction is our priority. We gladly accept returns within the guidelines below, in accordance with EU consumer protection laws, including the 14-day right of withdrawal, and offer support to our global customers.

🕒 Return Window (All Countries)

You may request a return within 30 days of receiving your order.

To be eligible:

  • Items must be unworn, unused, unwashed, with original tags and packaging intact
  • You must provide a receipt or proof of purchase

📧 To initiate a return, please contact us at mail@shopfenera.com.
Once your request is approved, we will provide:

  • Return instructions
  • A return shipping label (where applicable)

⚠️ Returns sent without prior authorization will not be accepted.

🇪🇺 EU Right of Withdrawal (14 Days)

For customers in the European Union, you are entitled by law to a 14-day "cooling-off" period. This means you may cancel and return your order within 14 days of receiving it, without providing any reason.

To exercise this right:

  • Contact us at mail@shopfenera.com within 14 days of delivery
  • Return the item in original, resaleable condition (unworn, unused, tags and packaging intact)
  • Include proof of purchase

This legal right is in addition to our standard 30-day return policy.

🛍️ Items Not Eligible for Return

Please note that we cannot accept returns for:

  • Intimate wear or swimwear, unless sealed and unopened (for hygiene reasons)
  • Gift cards
  • Final sale or clearance items

If you're unsure whether your item qualifies, feel free to contact us before sending it back.

🔄 Exchanges

Need a different size or style?
We recommend:

  1. Initiating a return for the original item
  2. Placing a separate order for the item you want

This ensures faster processing and product availability.

⚠️ Damaged or Incorrect Items

Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours so we can evaluate the issue and offer a replacement, refund, or other resolution.

💳 Refunds

Once we receive and inspect your returned item, we'll notify you of the approval status.

  • If approved, a refund will be issued to your original payment method within 10 business days
  • Your bank or credit card provider may take additional time to post the refund

⏳ If more than 15 business days have passed since your return was approved and you haven't received a refund, please contact us at mail@shopfenera.com