Refund policy

Fenélle Returns & Refund Policy

At Fenélle, we are committed to providing high-quality hair extensions and ensuring every customer receives their order in perfect condition. Due to the nature if out products and for hygiene reasons, we maintain a strict returns policy.

Eligibility for returns 

We only accept returns where all of the following conditions are met:

  • The item is unused and unworn
  • All original cable ties and seals remain fully intact
  • The hair has not been installed, altered or manipulated in any way
  • The product is returned in its original condition and packaging

Any Items that show signs of wear, removal of cable ties or tampering will not be eligible for a refund.

Non-Returnable Items

For hygiene and quality control reasons, we cannot accept returns for:

  • Worn or Installed hair extensions 
  • Hair that has been unwrapped or removed from its original binding
  • Products not in their original condition
  • items returned without original packaging or security ties

Return Request Timeframe

If your order meets the above conditions, you must request a return within:

14 days of receiving your order

Return requests made after this period may not be accepted.

Refund Process

Once your item is received and inspected:

  • We will notify you of approval or rejection of your refund
  • If approved, your refund will be processed to your original payment method
  • Please allow 5-10 working days for funds to appear in your account, depending on your bank

Shipping Costs are non-refundable unless the item is faulty or incorrect

Faulty or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with clear photos. We will prioritise resolving this for you.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a tracked service, as we cannot be responsible for lost returns.

Important Notes

  • Fenélle reserves the right to refuse any return that does not meet the above conditions 
  • Any item showing signs of wear will be returned to the customer
  • We carefully inspect all returned goods to maintain hygiene and quality standards

Contact 

For all return enquiries, please contact:

Admin@fenelle.co.uk