Returns and Refunds
Returns & Refunds
We want you and your pet to love everything you order from Fenoluxa. If something is not quite right, this page explains how returns, exchanges and refunds work.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of the day you receive it, without giving a reason. Once you have told us you wish to cancel, you then have a further 14 days to send the item back to us.
Before You Return
Getting the right size: Please measure your pet and check the size guide on the product page before ordering. If you are unsure, email us at info@fenoluxa.com and we will help you choose.
Trying it on: When trying a collar or harness on your pet, do so indoors and keep any tags and packaging. Please do not use the item outdoors, on walks or in water until you are sure you want to keep it. Leather marks, scratches and stretches easily, and items that show signs of use may not be accepted for a full refund.
Condition of Returned Items
To receive a full refund, items must be returned unused, clean, free from pet hair, scratches and odours, and in their original condition and packaging. If an item comes back damaged or shows signs of use beyond what is needed to check its size and fit, we may reduce your refund to reflect the loss in value.
Items We Cannot Accept for Return
Unless they are faulty, we cannot accept returns of:
a) Personalised or engraved items, such as collars or tags with a name or phone number added to your specification.
b) Items made to your individual measurements or requirements.
How to Start a Return
1. Email us at info@fenoluxa.com within 14 days of receiving your order. Include your order number and the items you want to return or exchange.
2. We will reply with our returns address and any further instructions.
3. Pack the items securely and include your order number or delivery note.
4. Send your return using a tracked service and keep your proof of postage until your refund has been processed.
Please send a separate return for each order.
Return Postage
Unless the item is faulty, damaged or not what you ordered, the cost of sending your return back to us is your responsibility. We recommend using a tracked service, as we cannot be responsible for returns that do not reach us.
Refunds
Once your return arrives, we will inspect it and let you know by email whether it has been accepted. Returns are usually checked within 3 to 5 business days of reaching us.
Your refund will be issued within 14 days of us receiving the item back, or of you providing proof that you have sent it, whichever comes first. It will be paid to your original payment method. Depending on your bank, it may take a few extra days to appear in your account.
If you cancel your whole order, we will refund the price of the items and the standard delivery cost. If you chose Insured Express Delivery, the extra £2.95 for express delivery is not refundable, as by law we only need to refund the cost of our standard delivery option.
Exchanges
If you would like a different size or colour, email us at info@fenoluxa.com with your order number and the item you would like instead. Exchanges are subject to stock availability. If the item you want is not available, we will refund you instead.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or is not what you ordered, please email us at info@fenoluxa.com with your order number, a short description and a photo of the problem. We will cover the cost of the return and offer a replacement or a full refund.
Your rights under the Consumer Rights Act 2015 are not affected by this policy. Within 30 days of delivery, you can reject a faulty item for a full refund. After that, you are entitled to a repair or replacement, and if that is not possible, a refund.
Please note that natural variations in leather, such as differences in grain, colour or small marks, are part of the material's character and are not considered faults. Normal wear and tear from everyday use is also not covered.
Questions
If you have any questions about returns or refunds, contact us at info@fenoluxa.com or call +447751477497.
Rojo Muswell Ltd, trading as Fenoluxa
3 Coldbath Square, London, EC1R 5HL, United Kingdom