Refund Policy

Last updated: September 25, 2026

At Fenlumo, we want every order to arrive as expected. Please review this policy before making a purchase.

Return Requests

To request a return, please contact us through our Contact Us page within 30 days of receiving your order. Include your order number, the reason for the return, and any relevant photos or videos.

Before returning any item, you must receive return authorization from our customer support team. If your request is approved, we will provide the applicable return instructions and designated return address.

Please do not send products to the business address displayed on this website unless our customer support team specifically instructs you to do so. That address is provided for business and legal correspondence and is not our designated returns facility. Returns sent without prior authorization, sent to an unapproved address, or sent without the requested information may not be accepted or refunded.

Return Eligibility

To be eligible for a return, the item must be unused, undamaged, and in the same condition in which it was received. It must also include the original packaging and all included parts or accessories. Proof of purchase is required.

Items that show signs of use, misuse, accidental damage, alteration, excessive wear, or improper handling may not qualify for a return.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us through our Contact Us page within 7 days of delivery. Include your order number and clear photographs or video showing the product, packaging, shipping label, and the issue.

Please keep the item and all original packaging until we have completed our review. If the issue is confirmed, we will provide an appropriate resolution, which may include a replacement, partial refund, or full refund where applicable.

Change-of-Mind Returns

Approved change-of-mind returns must meet all eligibility requirements above. Unless required by applicable law, the customer is responsible for the cost of returning the item and for any customs charges, duties, taxes, or other return-related costs.

Return Shipping

Only send a return to the address provided in our written return authorization. We recommend using a trackable shipping service and keeping the shipping receipt until the return has been completed. Fenlumo is not responsible for return parcels lost or damaged before they reach the approved return address.

Original shipping charges, return shipping costs, customs duties, taxes, and optional shipping services are non-refundable unless the return results from our confirmed error or applicable law requires otherwise.

Refunds

Once an approved return is received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method. Please allow your bank, card issuer, or payment provider additional time to process and post the refund.

If a returned item does not meet this policy, we may decline the refund or deduct an amount that reasonably reflects any loss in value, where permitted by applicable law.

Exchanges

If you would like a different color or product, please contact us before returning the original item. Exchanges are subject to approval and product availability.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible. We cannot guarantee changes or cancellations after an order has entered processing or has been shipped.

Orders Returned to Sender or Refused

If an order is returned because the delivery address was incorrect or incomplete, delivery was refused, or the parcel was not collected, any refund will be assessed after the parcel is received and inspected. Original shipping charges and additional carrier or return costs may be deducted where permitted by applicable law.

Consumer Rights

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer protection law.

Contact Us

For return or refund assistance, please use the Contact Us page on our website and include your order number and the reason for your request.