Refund Policy

Refund Eligibility

You may request a return and refund within 30 days after receiving your order, subject to the conditions in this policy and any mandatory rights under applicable law.

For a change-of-mind return, the product must be unused and in its original condition. Please include the original packaging, accessories, and included components where reasonably available. Products must not have been damaged through misuse, improper handling, or unauthorized modification after delivery. Proof of purchase, such as an order confirmation or order number, is required.

These conditions do not limit your rights concerning products that are defective, damaged, misdescribed, or incorrectly supplied.

How to Request a Refund

Contact service@retailfena.com before sending a product back. Include your order number, the product you wish to return, the reason for the request, and photographs of the product and packaging where applicable. Our customer service team will review the request and provide the applicable return instructions. Do not send a product before receiving those instructions.

Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, contact service@retailfena.com as soon as reasonably possible. Include your order number, a description of the issue, and clear photographs of the product and packaging where available.

After reviewing the request, we will determine an appropriate resolution under our policies and applicable law. Depending on the circumstances, this may include a full or partial refund, a replacement subject to availability, return shipping assistance, or another remedy required or permitted by law. Where the issue is our responsibility, we will not require you to bear costs that we are legally obligated to cover.

Change-of-Mind Returns

For an eligible change-of-mind return, customers are responsible for return shipping costs unless otherwise stated or required by law. Original shipping charges are generally non-refundable for change-of-mind returns. The returned product must be received and inspected before an eligible refund is approved.

Refund Processing

Approved refunds will generally be issued to the original payment method. We aim to initiate an approved refund within 5–10 business days after the returned product has been received and inspected. The time for funds to appear may depend on your bank, card issuer, or payment provider. This processing target does not extend any shorter deadline required by applicable law.

A partial refund may be considered where permitted by law, such as when returned components are missing and the issue is not a confirmed product defect or fulfillment error. Any proposed deduction will be assessed according to the circumstances and applicable law, and we will explain the reason where required.

Cancellations and Undelivered Orders

If you wish to cancel or modify an order, contact us as soon as possible. We will make reasonable efforts to accommodate the request before processing or dispatch, but cancellation cannot be guaranteed once processing or shipment has begun. If we cancel an order after collecting payment, we will arrange an appropriate refund.

If an order has not arrived within the estimated delivery window, contact us with your order number. We will review the available tracking information and, where appropriate, investigate with the carrier. If a shipment is confirmed lost or cannot be delivered, we will work with you on an appropriate resolution under our policies and applicable consumer protection laws.

Contact

For refund questions, email service@retailfena.com. Our customer service hours are Monday–Friday, 9:00 AM–6:00 PM (UTC+8). Returns must be arranged with customer service before shipment. The return address is the business address listed on our Contact Information page.