Refund policy
Refund & Return Policy
30-Day Trial
We want you to love your Fenlo order. If it’s not for you, you have 30 days from the delivery date to ask for a return.
How to start a return
Email kueensupport@gmail.com with your order number and the reason for the return. We’ll reply within 1 business day with return instructions. Please don’t send items back without contacting us first, since returns sent to the wrong address can’t be processed.
Return conditions
- Items must be unused, or lightly tested only, and in their original condition
- Please include all parts and the original packaging where possible
- Items must be sent back within 14 days of your return being approved
Return shipping
- Changed your mind: return shipping is paid by the customer. We recommend a tracked service, since we can’t refund items lost on the way back to us.
- Damaged, defective or wrong item: this is on us. You pay nothing.
Damaged, defective or wrong item
If your order arrives damaged, doesn’t work properly, or isn’t what you ordered, email us within 7 days of delivery with your order number and a photo or short video. We’ll send a free replacement or a full refund, your choice. In most cases you won’t need to send anything back.
Refunds
Once your return is received and inspected, we’ll email you to confirm. Approved refunds go to your original payment method within 5–10 business days. Original shipping is free, so there’s nothing to deduct.
Exchanges
Want a different color? Email us and we’ll help with an exchange, subject to availability.
Cancellations
You can cancel within 12 hours of ordering for a full refund. After that, your order may already be processing. You can still return it under this policy once it arrives.
What we can’t accept
- Returns requested more than 30 days after delivery
- Items damaged through misuse or accidents
- Items returned without contacting us first
Return address
60 Evelyn Wood Place, Cole Harbour, NS, B2V 2A5
Questions?
Email kueensupport@gmail.com. Fenlo is operated by Kueen.