Returns & Exchanges

At FenWary, we want you to feel completely confident about every purchase you make with us.

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All our products come with a guarantee against manufacturing defects.

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Your right to cancel (Consumer Contracts Regulations 2013)

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Under UK law, you have the right to cancel your order for any reason within 14 calendar days of receiving your goods, without needing to give a reason. To cancel, simply contact us with your order number and let us know you wish to return the item(s). You then have a further 14 days to send the goods back to us.

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Once we receive the returned goods (or evidence that you have sent them), we will refund you within 14 days, using the same payment method you used to pay, unless you agree otherwise. Please note that if you cancel simply because you've changed your mind, you may be responsible for the cost of returning the item.

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Faulty, damaged or incorrect items (Consumer Rights Act 2015)

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If your order arrives faulty, damaged, or different from what you ordered, you have the following rights:

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• Within 30 days of receipt: you are entitled to a full refund, replacement, or repair, at your choice.

• After 30 days: we will offer a repair or replacement first. If this isn't possible, or doesn't resolve the issue, you're entitled to a price reduction or a full refund.

 

If you believe your item is faulty, please contact us with your order number, the product in question, and a description of the defect, and we will investigate.

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How the process works

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Once we receive your email, we forward your request to our quality team for review. Their authorisation is required before any return, replacement or refund is processed. We aim to complete this assessment and get back to you within 7 working days.

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Once your claim has been reviewed and the issue confirmed, we will contact you by email and you may choose one of the following:

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• A refund of the amount paid;

• A new item identical to the one ordered;

• An item of similar value;

• A voucher for the value of the product, to use on a future order.

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Refund timings

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• Refunds to a debit or credit card are processed by us within a maximum of 7 working days; however, the time it takes for the funds to appear back in your account depends on your card provider and can take longer.

• Where a refund needs to be made by bank transfer, this will be completed within a maximum of 10 working days following the quality assessment, and can only be paid into an account held in the name of the person who placed the order.

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Items returned incorrectly

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If a product is returned to us without prior notice, outside the applicable time limits, with items missing or different from what was agreed, or without its label or proof of purchase, we reserve the right to send the item back to you. The same applies to returns that are not approved following review by our quality team; in these cases, the item will be sent back to you by tracked post, and you will be responsible for the return postage cost.

 

Please note: FenWary is not responsible for postage costs relating to returns, refunds, chargebacks, or exchanges for other products; this cost is the customer's responsibility, except where the return is due to our error (e.g. faulty, damaged, or incorrect goods), in which case we will cover reasonable return postage costs.

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Privacy Policy

 

FenWary respects your privacy and is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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What we collect

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We collect personal data such as your name, email address, delivery address and order details, in order to process your orders and improve our relationship with you, so that we can continue to offer you the best products and service.

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How we protect your data

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Our e-commerce platform is built with both functionality and data security in mind, including the protection of personal and payment information.

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Your card details are used only by our payment processor at the point of purchase and are never stored on our systems afterwards. All financial transactions are carried out securely through our payment gateway.

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How we use your information

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Your email address is used solely to contact you about your orders, or to send you promotions and news about our store, and you may unsubscribe from marketing communications at any time.

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We will never share your personal information with third parties, except:

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• Where required by law or a court order;

• At your own request.

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Your rights

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Under UK GDPR, you have the right to:

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• Access the personal data we hold about you;

• Request correction of inaccurate data;

• Request deletion of your data ("right to be forgotten");

• Restrict or object to how we process your data;

• Request a copy of your data in a portable format;

• Withdraw consent to marketing at any time.

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To exercise any of these rights, please contact us. If you are unhappy with how we've handled your data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

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Data retention

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We retain your personal data only for as long as necessary to fulfil the purposes described above, or as required by law.

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If you have any questions or concerns about our privacy practices, please get in touch. FenWary is committed to keeping your purchase secure and your privacy protected.

Shipping & Delivery Times

We work with international suppliers based in the United States, Europe and Asia, to guarantee the best possible price and quality.

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Our suppliers ship your product directly from the manufacturer to you.

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Estimated delivery time: 10–25 working days.

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If your order is delayed in customs, this time is not counted as part of the estimated delivery period.

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We take care to choose suppliers that offer a good balance of price, quality and dispatch speed.

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Under the Consumer Rights Act 2015, goods must be delivered without undue delay and, in any event, within 30 days of your order unless we have agreed a different timeframe with you.

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If your order hasn't arrived within the estimated delivery window, please get in touch with your local delivery carrier first to check on its status. If they have no record of your parcel, please contact us straightaway so we can follow up with our suppliers.

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If we confirm there is a genuine problem with your order's delivery, we will issue a full refund immediately, once this has been verified.

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Your tracking number will be sent to you by email within 5–10 working days of your order being confirmed.

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If you paid by bank transfer, please allow up to 5 working days for the payment to clear before your order is processed.

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Customs Duties & Import Tax

 

As our products are shipped from suppliers outside the UK, your order may be subject to UK import VAT and, in some cases, customs duty, in line with current UK customs rules.

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• For consignments valued at £135 or below, import VAT is generally accounted for at the point of sale, so in most cases you should not be charged extra on delivery.

• For orders valued above £135, import VAT and/or customs duty may be payable, and the courier may contact you directly to collect this before releasing your parcel.

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Where any such charge is unavoidable, this cost is the responsibility of the customer, in line with standard UK customs practice.

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If your order shows a "customs hold" or similar status, please contact us and we will do what we can to help and to try to minimise any charges. We recommend keeping an eye on your order via our tracking tool; once released, we will request priority handling. We apologise for any inconvenience this may cause.

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Note: This document has been adapted to reflect general principles of UK consumer law (including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and UK GDPR). It is provided as a starting draft, not legal advice — we'd recommend a quick review by a solicitor or UK e-commerce specialist before publishing, particularly around the VAT/customs section, since the correct treatment depends on how your import and VAT registration is set up.