Refund and Returns Policy

Overview

We strive for you to love every purchase from Fenice Brand. This policy explains how to return items and your rights regarding refunds and exchanges. This policy applies to all customers worldwide.

1. Your Right of Withdrawal (14 Days – EU Customers)

If you reside in the European Union, you have a statutory right to withdraw from your purchase within 14 calendar days of receiving your goods, without needing to provide a reason.

To exercise this right, you must inform us of your decision within this 14-day period. The easiest way is to email us at info@fenicebrand.com stating your name, order number, and your decision to withdraw.

You must then send back the goods without undue delay, and in any event not later than 14 days from the day on which you communicate your withdrawal.

2. Our Extended Returns Policy (30 Days)

Beyond the statutory 14-day right, Fenice Brand offers an extended returns window. You may request a return for a refund, exchange (subject to availability), or store credit within 30 calendar days from the date you received your order.

Requests made after this 30-day period cannot be accepted.

3. How to Initiate a Return or Exchange

Before sending any items back, please contact our customer support team first by emailing info@fenicebrand.com. Please include your order number and the item(s) you wish to return or exchange. We will provide you with return instructions and confirm the correct return address.

Please DO NOT send items back without contacting us first, as this may lead to delays or loss of your package.

4. Condition of Returned Items

To be eligible for a return (under both the 14-day right and our 30-day policy), items must be returned in their original, unused condition:

Unworn
Unwashed
With all original tags and labels attached
Free from cosmetic damage, makeup, stains, or strong odors
In the original packaging where applicable (e.g., shoe boxes)

We reserve the right to inspect all returned items upon receipt. We are entitled by law (and under our policy) to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling by you (e.g., if items are returned damaged, worn, or missing tags). If an item is returned in an unsuitable condition, we may have to send it back to you at your expense.

5. Goods Exempt from Returns

Certain items cannot be returned for hygiene or safety reasons once opened or unsealed. These include:

Gift cards
Sealed goods not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., swimwear, underwear, earrings, certain personal care items – if applicable to your store).

6. Refunds

Once your return is received and inspected, we will email you to notify you of the approval or rejection of your refund.

If approved:

For withdrawals within 14 days: Your refund will be processed back to your original method of payment within 14 days of us receiving the returned goods (or proof of postage). This refund will include the cost of the returned item(s) plus the original standard shipping cost you paid to receive the order. (Note: If you initially chose an expedited shipping method, only the cost equivalent to standard shipping will be refunded).
For returns between 15 and 30 days: Your refund for the item cost will be processed back to your original method of payment. Original shipping costs are not refunded for returns made during this extended period. Alternatively, you may opt for store credit.

7. Late or Missing Refunds

If you haven’t received an expected refund:

Check your bank account or credit card statement again (refunds can take several business days to post).
Contact your credit card company or bank, as there is often processing time involved.
If you’ve done this and still haven’t received your refund, please contact us at info@fenicebrand.com.

8. Sale & Discounted Items

Your statutory 14-day right of withdrawal applies equally to all items, including those purchased during a sale or with a discount code. Sale or discounted items can be returned for a refund within the first 14 days under the standard conditions.

Returns of sale or discounted items between 15 and 30 days may be eligible for store credit or exchange only, subject to the item’s condition.

9. Exchanges

If you need a different size or color of the same item, please contact us at info@fenicebrand.com within the 30-day return window. Exchanges are subject to availability. We only replace items if they are defective or damaged upon arrival. If you receive a faulty item, please contact us immediately with photos.

10. Shipping Returns

To return your product, please mail it to the address provided by our customer service team after you initiate the return via email. Our primary return address is:

Royal Fenice Kft. JÓZSEF KÖRÚT 69 FSZT.em. 1.ajtó, BUDAPEST VIII. KER. HU1085, Hungary

You are responsible for paying the shipping costs for returning your item(s). Return shipping costs are non-refundable, unless the item was sent in error or arrived defective/damaged.

Please ensure you obtain proof of postage and preferably use a trackable shipping service, especially for higher-value items. We are not responsible for items lost or damaged during return transit.

11. Need Help?

For any questions regarding cancellations, returns, refunds, or exchanges, please contact our customer support team at info@fenicebrand.com.