Refund and Returns Policy

Thank you for trusting and supporting Fenato. Although we strive to provide the best products, we understand that sometimes unexpected issues may arise. That’s why we have established a transparent and easy-to-understand return and refund policy to ensure your rights. Let’s explore this policy to understand the steps we are ready to take for your satisfaction.

Return Request Time Frame

You have 14 days from the date of delivery to request a return. After 14 days, we will consider the order accepted and will not process any return requests.

Conditions for Return

We will gladly issue a refund if your product falls into one of the following categories:

The product arrives damaged or broken.
You received the wrong product, size, or material.
The product design differs from what you ordered.
The product does not match the description on our website.

Conditions for Non-Acceptance of Return

We will not accept returns for items that fall into the following conditions:

The items have been worn or washed.
The items have been modified in any way.
The items are in any way defective from the original unless the condition is our fault.
The items do not have their original tags.
The items have minor defects that can be easily repaired.

Steps to Request a Return and Refund

Customers should send a refund inquiry to [email protected] along with the required documentation.
Once you receive the return address and instructions from us, please carefully pack your items and send your return package using a traceable carrier.
Send your return tracking number or a picture of the return receipt to our customer support email.

Return Address

Please securely package the item with its original tags and send it to:

Vietnam: 61 Ngo Gia Tu, Nam Sach, Dong Hoi, Quang Binh 47000, Vietnam
United States: 502 E Bridgers Ave, Auburndale, FL 33823, United States

If you do not have our email confirming the eligibility of your refund and return request, no refunds will be issued. Please DO NOT automatically return the package without confirmation via email, as we cannot be held liable for lost returns.

There will be no refund issued if we don’t receive the return package. Therefore, please send the tracking number from the carrier you used to return the items to [email protected] in a separate email.

Time for the Refund Request to Be Processed

Refund processing can take up to 2 business days from the time we receive your return. When the package arrives, we will send you an email to confirm and proceed with a full refund of your order, including the shipping fee you previously paid.

If you haven’t received your refund yet, please double-check your bank account. Then, contact your credit card company, as your refund may take some time to be officially posted. Depending on the policy of your card issuer, you should receive your money within 2 to 3 days from the date your refund was issued.