Refund and Returns Policy

At FENZ FASHION LIMITED, we understand the importance of your privacy and are committed to safeguarding your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your data when you engage with our services and visit our website.

1. Eligibility for Returns & Exchanges

We accept returns or exchanges under the following conditions:

The request is made within 7 days of receiving your order.
The item is in its original condition—unworn, unwashed, and with all original tags and packaging intact.
The item has no stains, odors, alterations, or damages caused by the customer.
The return/exchange is for a valid reason, such as sizing issues, product defects, or receiving the wrong item.

Non-Returnable & Non-Exchangeable Items

For sustainability and hygiene reasons, we do not accept returns or exchanges on:

Custom-made, pre-ordered, or personalized pieces.
Items purchased on sale, during special promotions, or from limited-edition collections.
Accessories (e.g., scarves, jewelry) and undergarments.

2. How to Initiate a Return or Exchange

To start a return or exchange, kindly follow these steps:

Contact Us: Email : support@fenzfashion.comor send a message via WhatsApp at +233530458670 within 7 days of receiving your order. Provide your order number, item details, and reason for return/exchange.
Approval & Instructions: Our team will review your request and respond within 48 hours with further instructions. Approved returns will receive a designated return address.
Shipping Back the Item:

Customers are responsible for return shipping costs unless the return is due to a defect or mistake on our part.
We recommend using a trackable shipping method, as we are not responsible for lost return packages.

Inspection & Processing: Once we receive your item, our team will inspect it. If approved, we will process your exchange or store credit within 5–7 business days.

3. Refunds & Store Credit

We do not offer cash refunds, except in cases of defective or damaged items where an exchange is not possible.
Instead, approved returns will receive a store credit that can be used for future purchases.
Exchanges depend on stock availability. If the requested exchange item is unavailable, we will offer store credit instead.

4. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please notify us within 48 hours of delivery with clear photos showing the issue. We will cover return shipping and send a replacement at no extra cost.

5. International Orders

We accept international returns, but customers are responsible for return shipping fees, duties, and taxes. FENZ FASHION LIMITED will not refund any customs fees paid during initial delivery.

6. Final Notes

FENZ FASHION LIMITED reserves the right to refuse returns or exchanges that do not meet our policy guidelines. We appreciate your understanding and support in helping us maintain the exclusivity and quality of our brand.

For any questions or concerns, reach out to us at:

Email: support@fenzfashion.com

Address: HSE 138/39 Rose Street, East -La, Tseaddo behind Trade Fair, Accra Ghana.

Thank you for being part of the FENZ Tribe—where luxury meets sustainability with culture and class