Refund policy

Welcome to Fenzoria Distribution Hub. Customer satisfaction is important to us, and we strive to provide a transparent and fair shopping experience. This Return, Refund, Exchange & Cancellation Policy explains the terms governing returns, refunds, exchanges, replacements, cancellations, and related requests for purchases made through our website.

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this policy.

1. Our Commitment

At Fenzoria Distribution Hub, we carefully inspect and package every order before dispatch. If an issue arises, we will work with you to provide an appropriate resolution in accordance with this policy and applicable laws.

2. Return Eligibility

A return request may be accepted if all of the following conditions are met:

  • The request is submitted within 7 days of successful delivery.
  • The item is unused, unworn, unwashed, and in its original condition.
  • All original tags, labels, packaging, accessories, and invoices are included.
  • The product does not show signs of use, damage, alteration, or misuse.
  • The product is returned in suitable packaging to prevent transit damage.

Returns that do not satisfy these conditions may be declined.

3. Non-Returnable Items

For hygiene, safety, customization, or operational reasons, the following items are generally not eligible for return unless they are damaged, defective, or incorrectly delivered:

  • Products marked as Final Sale or Non-Returnable
  • Customized or personalized products
  • Gift cards or promotional vouchers
  • Free promotional items
  • Products damaged due to customer misuse
  • Items returned without original packaging or tags
  • Products showing signs of wear, washing, alteration, or improper handling

4. Damaged, Defective or Incorrect Products

If you receive:

  • A damaged item
  • A manufacturing defect
  • A wrong product
  • A missing item
  • An incomplete shipment

Please notify us within 48 hours of delivery by contacting our customer support.

To help us investigate the issue, you may be requested to provide:

  • Order Number
  • Unboxing video (if available)
  • Clear photographs of the product
  • Images of the packaging
  • Shipping label details
  • Description of the issue

Failure to report such issues within the specified period may affect our ability to process the request.

5. Return Request Process

To initiate a return, please contact us with:

  • Full Name
  • Registered Email Address
  • Order Number
  • Contact Number
  • Reason for Return
  • Supporting photographs (where applicable)

Once your request is reviewed, we will inform you whether the return has been approved and provide further instructions.

Returns sent without prior approval may not be accepted.

6. Product Inspection

All returned products undergo a quality inspection upon receipt.

Our inspection may verify:

  • Product condition
  • Original tags and packaging
  • Signs of use or damage
  • Completeness of accessories
  • Compliance with this policy

Approval of a return, exchange, replacement, or refund is subject to successful inspection.

7. Exchange Policy

Eligible products may be exchanged for:

  • Size
  • Color
  • Variant
  • Identical product (subject to availability)

Exchange requests are processed after inspection and approval.

If the requested replacement is unavailable, an alternative resolution may be offered.

8. Replacement Policy

A replacement may be provided in situations including:

  • Manufacturing defects
  • Transit damage
  • Incorrect item delivered
  • Missing components
  • Verified quality issues

Replacement approval is subject to stock availability and verification.

9. Refund Policy

Approved refunds will be initiated after:

  • Return inspection is successfully completed, or
  • Cancellation is approved before shipment, where applicable.

Refunds will generally be processed to the original payment method used for the purchase.

The time required for the credited amount to appear may vary depending on your bank, payment provider, or financial institution.

10. Order Cancellation

Customers may request cancellation before an order enters processing or shipment.

Once an order has been packed, processed, handed over to the courier, or shipped, cancellation may not be possible.

Fenzoria Distribution Hub also reserves the right to cancel orders in situations including:

  • Payment failure
  • Pricing errors
  • Inventory shortages
  • Fraud detection
  • Verification failure
  • Technical issues
  • Regulatory requirements

Where applicable, eligible payments received for cancelled orders will be refunded.

11. Refused Deliveries

If a shipment is refused at the time of delivery without a valid reason or due to incorrect delivery information provided by the customer, additional shipping or handling charges may apply before any eligible refund is processed.

12. Delivery Address Accuracy

Customers are responsible for ensuring that all shipping information is accurate and complete before placing an order.

Fenzoria Distribution Hub is not responsible for delays or delivery issues arising from incorrect addresses, incorrect contact details, or incomplete information provided during checkout.

13. Return Shipping

Depending on the nature of the approved request, return shipping arrangements may be facilitated by us or may require the customer to follow the return instructions provided by our support team.

Customers should not dispatch products without receiving return authorization.

14. Fraud Prevention

To maintain a secure shopping environment, Fenzoria Distribution Hub reserves the right to reject return, refund, exchange, or replacement requests in cases involving:

  • False claims
  • Repeated policy abuse
  • Altered products
  • Missing items
  • Fraudulent activity
  • Misrepresentation
  • Suspicious purchasing behavior

Appropriate verification may be conducted before approving any request.

15. Promotional Orders

Products purchased under promotional campaigns, discounts, bundle offers, or limited-time sales remain subject to this policy unless otherwise stated at the time of purchase.

16. Force Majeure

Return, replacement, exchange, or refund timelines may be affected by events beyond our reasonable control, including natural disasters, transportation disruptions, government restrictions, strikes, public emergencies, or other unforeseen circumstances.

17. Changes to this Policy

Fenzoria Distribution Hub reserves the right to modify or update this policy at any time without prior notice.

The latest version published on our website shall apply to future transactions.