REFUND & RETURN POLICY
1. Returns
Customers may request a return within 14 days of receiving an order, provided the product remains in good condition, unused where applicable, and is returned with its original packaging and accessories.
Returns remain subject to applicable consumer rights under Nigerian law.
2. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible with your order details and information about the issue. We will assess the matter and provide an appropriate remedy where applicable.
3. Personalised or Customised Products
Personalised or customised gifts may not be eligible for return where the product was correctly made according to the information supplied by the customer. This does not affect any applicable legal rights where the product is defective, incorrectly produced, or otherwise does not conform to the agreed order.
4. Refunds
Where a refund is approved, it will normally be processed through the original payment method. The time required for the refund to appear in the customer’s account may depend on the relevant payment provider or financial institution.
5. Exchanges
Eligible products may be exchanged where an appropriate replacement is available. Where the replacement product has a different price, any applicable difference will be handled before the exchange is completed.
6. Return Shipping
Where a return is requested because of a customer preference or change of mind, applicable return delivery costs may be the customer’s responsibility, subject to applicable law.
Where a product is defective, damaged, or incorrectly supplied, FEN-VIA LTD will determine an appropriate solution, including applicable return or replacement arrangements.
7. Products That Cannot Be Returned
Certain products may be excluded from ordinary returns where permitted by law, including products that have been personalised or customised according to customer instructions, or products that have been used, damaged, or altered after delivery.
8. How to Request a Return or Refund
To request a return, exchange, or refund, contact:
Email: surprise@fen-vialtd.com
Please provide your order details, the reason for your request, and any relevant photographs or supporting information.
9. Consumer Rights
Nothing in this policy is intended to remove or restrict consumer rights or remedies that apply under Nigerian law. Where applicable law provides a stronger right or remedy, that legal requirement will prevail.
10. Policy Changes
FEN-VIA LTD may update this Refund & Return Policy from time to time. Updated terms will apply from the date they are published or communicated, subject to applicable law.