Refund policy
At Fennko, we work hard to make our product descriptions as accurate as possible, so you know exactly what you’re buying.
1. Canceling or changing your order
We process orders very quickly (usually in less than 12 hours).
If you’d like to cancel or change your order, please contact us as soon as possible by email at: support@tryfennko.com
We will do our best to change or cancel your order if our warehouse has not yet processed it.
To speed up your request, please use the email subject line “Cancel my order” and include your full name and order number in the message.
No cancellation or change can be made once the order has been processed or shipped.
2. Address errors and undelivered packages
It is your responsibility to make sure the shipping address is correct when you place your order.
Any address change request must be made before the order is processed. Once it has been processed, changes are no longer possible.
Fennko is not responsible for address errors or for packages that are refused or cannot be delivered (incomplete, inaccessible, or incorrect address, etc.).
In these cases, packages may be returned to sender, but this is not guaranteed.
If the package is returned to sender, you may choose either:
- a refund of the order amount, minus shipping costs,
- or a reshipment.
In the case of a reshipment, reshipping costs are paid entirely by the customer. This includes cases of an incorrect address, a refused package, repeated absence at the time of delivery, or any other error attributable to the customer.
No refund or reshipment can be made until the sender has received the package back.
3. Return policy
You have 14 days from the date you receive your order to request a return.
To be eligible for a return, the product must be:
- in its original packaging,
- with the shipping label intact.
You are welcome to try the product. A return is accepted only if the product is still clean, intact, and in hygienic condition for resale.
Any product returned incomplete, used, damaged, soiled, or not meeting the conditions above will be refused and sent back to the customer at the customer’s expense, with no refund.
The following items cannot be returned:
- gift cards,
- digital products (e-books, downloadable content),
- personalized or custom-made products.
To start a return, email us at support@tryfennko.com with your name, your order number, and the product concerned. We will send you the address where you should ship your package.
4. Refunds
Once we receive and inspect your return, we will send you a confirmation email.
If your return is approved, the refund will be issued to your original payment method within approximately 7 business days.
Shipping costs are non-refundable, unless the order was canceled before it shipped.
5. Late or missing refunds
If you haven’t received your refund yet:
- Check your bank account.
- Contact your card issuer or your bank.
- Allow up to 14 business days.
If the refund still hasn’t appeared, contact us at: support@tryfennko.com
6. Exchanges
Exchanges are only possible if the item is defective or damaged. In that case, email us at: support@tryfennko.com and we will replace it with the same product.
7. Return costs and responsibility
Return shipping costs are paid by the customer and, where applicable, will be deducted from the refund.
Returned items remain the customer’s responsibility until they are received by our warehouse.
For valuable items, we strongly recommend using a tracked or insured shipping service.
We cannot guarantee that we will receive returned packages sent without a tracking number.
8. Lost package claims
Any claim for a package that was not received must be made within 45 days of the shipping date. After this period, no claim will be accepted and no refund or reshipment can be made.