Refund & Return Policy
A legal disclaimer
At Fenaya, we take pride in offering premium and luxury products. Your satisfaction is important to us, and this Refund & Return Policy explains the conditions under which returns, exchanges, cancellations, and refunds are accepted.
This policy is prepared in accordance with applicable UAE consumer protection and e-commerce regulations.
Eligibility for Returns
We accept returns under the following conditions:
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The item is unused, unworn, unwashed, and in its original condition
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All original packaging, tags, accessories, and authenticity materials are intact
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The return request is submitted within [7 / 14] days of delivery
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Proof of purchase (order number or invoice) is provided
Fenaya reserves the right to refuse returns that do not meet these conditions.
Non-Returnable Items
Due to the nature of luxury and premium products, the following items are non-returnable and non-refundable, unless defective or damaged upon delivery:
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Items marked as “Final Sale”
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Customized or personalized products
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Hygiene-sensitive items once opened or used
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Gift cards or promotional items
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Limited edition or exclusive releases (where clearly stated)
Damaged or Defective Items
If you receive an item that is damaged or defective:
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Notify us within 48 hours of delivery
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Provide clear photographs or video evidence
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Do not use the product
Upon verification, we will offer one of the following:
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Replacement
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Repair
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Refund (at Fenaya’s discretion)
Return Process
To initiate a return:
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Contact us at [Insert Email Address] with your order number and reason for return
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Our team will review your request and provide return instructions
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Items must be securely packaged to prevent damage during transit
Returns sent without prior approval may not be accepted.
Return Shipping
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Customers are responsible for return shipping costs unless the item is defective or incorrect
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We recommend using a trackable and insured courier service
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Fenaya is not responsible for items lost or damaged during return shipment
Refunds
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Approved refunds will be processed to the original payment method
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Refunds are issued within 7–14 business days after inspection of the returned item
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Shipping fees, customs duties, and taxes are non-refundable unless required by law
For Cash on Delivery orders, refunds may be issued via bank transfer or store credit.
Exchanges
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Exchanges are subject to product availability
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Price differences may apply
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Shipping costs for exchanges may be borne by the customer
Order Cancellations
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Orders may be cancelled before dispatch without penalty
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Once an order has been shipped, it cannot be cancelled and must follow the return process
Fenaya reserves the right to cancel any order due to:
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Product unavailability
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Pricing errors
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Suspected fraud or misuse
International & GCC Orders
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Cross-border orders may be subject to customs duties, taxes, and clearance procedures
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Fenaya is not responsible for delays caused by customs authorities
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Refused shipments may incur additional costs, which may be deducted from refunds
Fair Use Policy
To prevent misuse, Fenaya monitors return patterns and reserves the right to:
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Refuse excessive or repeated returns
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Restrict accounts exhibiting abusive behavior
Governing Law
This Refund & Return Policy is governed by the laws of the United Arab Emirates.