Refund policy

Return & Refund Policy

We want you to love your Fenentra order. If something is not right, you can return it under the conditions below.

30-Day Returns

You may return your items within 30 days of the day you received your order. You can return an item for any reason, including if you simply changed your mind or it did not fit as expected. This also applies to discounted items. To be eligible for a return, items must be unworn, unwashed and unused, with all original tags attached and in the original packaging. Please keep your proof of purchase.

How to Start a Return

Email us at support@fenentra.com with your order number and the items you wish to return. We will confirm your return within 1 to 2 business days and send you the return instructions and the correct return address. Please do not send items back without contacting us first.

Return Shipping Costs

The customer is responsible for the cost of the return shipment, unless the item is defective, damaged or incorrect. We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.

Restocking Fee

We do not charge a restocking fee. The restocking fee is $0.

Defective, Damaged or Incorrect Items

If you receive an item that is defective, damaged or not what you ordered, contact us at support@fenentra.com within 48 hours of delivery with photos of the item and packaging. We will resolve this for you at no cost, with a replacement or a full refund, including any return shipping costs.

Exceptions

For hygiene reasons, sealed items such as underwear, swimwear with hygiene seals and earrings cannot be returned once the seal is broken, unless they are defective. Personalized or made-to-order items cannot be returned unless defective.

Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 14 days of receiving the returned items or proof of return shipment. Please note that your bank or card issuer may need additional time to process the refund.

Exchanges

The fastest way to exchange an item is to return the original item and place a new order for the item you want.

Contact & Company Information

Fenentra
Email: support@fenentra.com
Phone: +31 644566864 (Mon-Fri, 9:00 AM to 5:00 PM EST)
Fenentra is a trading name of Ross Commerces
Business address: Burgemeester Neetstraat 146, 2935 BE Ouderkerk aan den IJssel, Zuid-Holland, the Netherlands
Chamber of Commerce (KvK): 96781025
VAT: NL005232950B30