Refund Policy

We want you to feel confident buying from Fenlow. That's why every order is backed by our 30-Day Money-Back Guarantee.

Our Guarantee

If you're not satisfied with your Fenlow bed for any reason, you have 30 days from the date you receive it to request a return for a full refund.

Return Conditions

To be eligible for a return:

• The item must be unused, unworn, and in the same condition you received it
• It must be in its original packaging
• You'll need your receipt or order confirmation as proof of purchase

How to Start a Return

Contact us at fenlow.shop@gmail.com with your order number and the reason for your return. Once your return is approved, we'll send you a return shipping label along with instructions on where to send your package. Items sent back to us without first requesting a return won't be accepted.

Damages and Issues

Please inspect your order as soon as it arrives. If it's defective, damaged, or you received the wrong item, contact us immediately at support@fenlow.shop so we can make it right — with a replacement or refund at no extra cost to you.

Exceptions

We're unable to accept returns on gift cards. Any item explicitly marked "Final Sale" at the time of purchase is also non-returnable. This does not apply to our everyday discounted pricing — only to items specifically labeled as Final Sale.

Exchanges

The fastest way to get what you want is to return your original item, and once that return is accepted, place a separate order for the new one.

EU 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days of receipt, for any reason and without justification, in addition to the guarantee above. The item must still be unused, unworn, and in its original packaging, with proof of purchase.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality, where the failure doesn't amount to a major failure.

Refunds

Once we've received and inspected your return, we'll let you know if it's approved. If approved, you'll be automatically refunded via your original payment method within 10 business days — please allow extra time for your bank or card provider to post it. If more than 15 business days have passed since your return was approved and you still haven't seen it, contact us at fenlow.shop@gmail.com