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Return & Refunds Policy - VERSION 2 (FENLO FORM)

Returns & Refunds Policy

Fenlo Form is an online-only retailer. At Fenlo Form, we want you to be completely satisfied with your purchase. If you're not happy for any reason, we're here to help.

Quick Summary

  • Shipping timeframes begin after dispatch, not at the time of purchase.
  • 14-day return window from delivery date
  • Your choice: Full refund (excluding shipping) OR store credit
  • Full refunds (excluding shipping) for faulty or incorrect items
  • Fast processing: 5-7 business days after we receive your return
  • Important: Do not ship returns with "receiver pays," "COD," or similar shipping methods.
  • Any return sent this way will be refused or automatically disqualified from a refund.

Order Tracking

  • All orders are shipped with tracking.
  • A tracking number will be sent to the email address provided at checkout once available, typically within 24–48 business hours after dispatch.
  • If you do not receive your tracking email, please check your spam or junk folder.

Return Window

  • You have 14 days from the delivery date to request a return for any reason. Returns are processed at our Canadian facility. To start a return:
    • Email us at info@fenloform.com
    • Include your order number and reason for return
    • We'll respond within 24 hours with return authorization and instructions

Our Errors - We Cover Everything

  • If we made a mistake, we take full responsibility.
  • We made an error if:
    • You received the wrong item
    • Item is defective or damaged
    • Item is missing parts or accessories
  • What we provide:
    • Full refund including item cost but excluding original shipping cost
    • Immediate resolution - no inspection delay
    • Keep or donate option for defective items (we may not require return)
    • Timeline: Contact us within 7 days of delivery if you receive a faulty or incorrect item.

Return Shipping Costs

Unauthorized Return Shipping

  • Returns sent with shipping marked as "collect," "cash on delivery (COD)," or payable by the receiver will be refused.
  • If such a return is accepted by us, any associated shipping charges will be deducted from the refund. If shipping charges exceed the refundable amount, no refund will be issued.
  • If We Made an Error:
    • We send you full refund
  • If You Changed Your Mind:
    • You cover return shipping costs
    • We recommend tracked shipping for your protection
    • Original outbound shipping is not refunded (unless item was faulty/incorrect)

Return Requirements

  • To ensure returns can be processed:
  • Items must be:
    • Unworn, unwashed, unused and not damaged
    • With all original tags attached
    • In original packaging (if possible)
    • Free from makeup, deodorant perfume or stainsItems that don't meet these conditions:
    • We'll contact you before making any decision
    • We'll send photos showing the issue
    • We'll work with you to find a resolution

Non-Returnable Items

  • For hygiene and safety reasons, these items are final sale (unless faulty):
  • Lingerie and underwear
  • Swimwear with broken hygiene seal
  • Items marked as "FINAL SALE" at time of purchase
  • Even final sale items can be returned if they are faulty or damaged.

Return Address

Processing Timeline

We process returns quickly:

Step Timeline
Email us for return authorization We respond within 24 hours
Ship your return Canadian Address (see above)
We receive your return 1-2 business days
Refund processed or store credit issued 5-7 business days
Money appears in your account 3-5 business days (bank dependent)

Total time: Most returns are fully processed within 2 weeks of shipping.

If it's been longer than 15 business days since you shipped your return, please contact us at info@fenloform.com.

Exchanges

  • Here's how to get a different size or item:
  • Request a return for your original item
    Place a new order for the item you want
    Once we receive your return, we'll process your chosen refund method
  • Pro tip: Choose store credit with 10% bonus to save on your new order!

Damaged in Transit

  • If your item arrives damaged due to shipping:
  • Take photos of the packaging and damage
  • Email us at info@fenloform.com within 48 hours
  • We'll send a replacement immediately OR provide full refund including shipping

You don't need to return damaged items - we'll handle the claim with the carrier.

International Returns

  • For international customers:
  • Same 14-day return window applies
  • Return shipping to Canada address (above)
  • You're responsible for return shipping costs (unless our error)
  • We cannot refund VAT/GST - contact your tax authority to reclaim if eligible

Lost or Stolen Packages

  • For outbound orders:
  • All orders include tracking
  • If package is marked delivered but you didn't receive it, please contact us within 7 days
  • We'll work with you to resolve (replacement or refund depending on situation)
  • For return shipments:
  • Use tracked shipping for returns
  • Keep your tracking receipt until return is confirmed
  • We cannot refund returns lost in transit without tracking proof

Refund Details

  • What Gets Refunded:
  • For Faulty/Incorrect Items (Our Error):
    • ✓ Full item price
    • ✓ Original shipping cost
    • ✓ Return shipping cost (reimbursed or prepaid label provided)
  • For Change of Mind Returns:
    • ✓ Full item price
    • ✗ Original shipping cost (not refunded)
    • ✗ Return shipping cost (you pay)
  • Refund Method:
    • Refunds issued to original payment method
    • Same method you used to purchase (credit card, PayPal, etc.)
    • Cannot refund to different card or method

Contact Us

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EST

Important Information

  • About Fenlo Form:
  • We are an online-only retailer
  • We do not operate physical stores or showrooms
  • Products ship from fulfillment centers in Turkey, China and Vietnam
  • Holiday Processing:
    • We do not process returns on statutory holidays
    • Processing times may be extended during major sale periods
  • We'll always notify you of any delays
  • Pro tip: Choose store credit with 10% bonus to save on your new order!

Need Help?

We're here to make returns easy. If you have any questions or concerns:

📧 Email: info@fenloform.com

We promise:

  • Response within 24 hours
  • Clear instructions
  • Fair treatment
  • Fast resolution