Refund policy

Refund & Return Policy

At Fenza we take great pride in the quality and craftsmanship of our luxury products. We understand that sometimes an item may not meet your expectations and we are committed to handling returns and refunds with the same care and discretion we apply to every order.

Eligibility for Returns

  • You may return eligible items within 14 days of receiving your order.
  • Items must be unused, unworn and in their original condition with all original tags, packaging, dust bags authenticity cards and accessories intact.
  • Final sale items personalized/custom-made products, underwear, swimwear and discounted clearance items are non-returnable and non-refundable.
  • We reserve the right to deny a return if the item shows signs of wear, use, damage or if the original packaging is missing or damaged.

How to Initiate a Return

  1. Contact our customer service team at support@fenza.com within 14 days of delivery with your order number and reason for return.
  2. Once approved you will receive a return authorization number and shipping instructions.
  3. Ship the item back using a trackable and insured shipping method. We recommend using the original packaging for maximum protection.
  4. Returns must be received by us within 21 days from the date the return was approved.

Important :-
Customers are responsible for return shipping costs unless the item is defective or we made an error in fulfilling your order.

Refund Process

  • Once we receive and inspect your returned item we will process your refund within 5–7 business days.
  • Refunds will be issued to the original payment method.
  • For credit card payments it may take an additional 5–10 business days for the funds to appear on your statement, depending on your bank.
  • Shipping fees (if any) are non-refundable.

Defective or Incorrect Items

  • If you receive a damaged, defective or incorrect item, please contact us immediately at support@fenza.com with clear photos and your order number.
  • In such cases we will cover the return shipping costs and provide a full refund replacement or exchange at no extra charge.

Exchange Policy

  • We currently do not offer direct exchanges. If you wish to exchange for a different size, color or style, please return the original item for a refund and place a new order.

Non-Refundable Items

The following items cannot be returned or refunded:

  • Personalized or made-to-order products
  • Items marked as “Final Sale”
  • Intimate apparel, swimwear or beauty products
  • Gift cards
  • Items that have been altered or customized after delivery

Cancellation Policy

You may cancel your order within 12 hours of placing it provided it has not yet been processed or shipped. After this window, cancellations are not guaranteed and will be handled on a case-by-case basis.

Important Notes

  • All returns are subject to inspection by our team. If an item does not meet our return criteria it will be returned to you at your expense.
  • For high-value luxury items we may require a signature or additional verification during the return process.
  • During peak seasons or sale periods processing times may be slightly longer.

We strive to make every Fenza experience exceptional. If you have any questions about our Refund & Return Policy please don’t hesitate to reach out to our dedicated concierge team.

Email :-
support@fenza.com We aim to respond within 24 business hours.

Thank you for shopping with Fenza.

Last updated: April 2026

Quick Recommendations for Your Luxury Brand

  • 14-day return window is standard and generous for luxury brands (many use 7–14 days).
  • Clearly stating “unused, unworn with all tags and packaging” protects your high-value items.
  • Offering to cover return shipping only for defective items is common in luxury to control costs.
  • You can combine this with the Shipping Policy on one page or keep them separate.

Would you like me to make any changes?
For example:

  • Change the return window (7 days, 30 days, etc.)?
  • Add specific country rules (especially for international returns)?
  • Make the tone stricter or more flexible?
  • Combine Shipping + Refund into one single policy page?

Just let me know your preferences or exact details (return window, who pays for return shipping, etc.) and I’ll revise it immediately!