For all Exchange and Return requests, please write to us at:
support@fernory.com
At Fernory, customer satisfaction is our priority. If you experience any issues with your order, we're here to help.
Exchange & Return Guidelines
-
Exchange or return requests must be submitted within 7 days of receiving your order (including the delivery date).
-
If you receive a damaged, defective, incorrect, or missing product, please contact us within 7 days with your Order ID, a description of the issue, and clear photos or videos of the product and packaging.
-
If your request is approved, we will arrange a reverse pickup whenever service is available at your location. If reverse pickup is unavailable, you may be asked to ship the product to us, and we'll provide further instructions.
-
Products being returned or exchanged must be unused, unwashed (where applicable), in their original condition, with all tags, labels, accessories, manuals, and original packaging intact.
-
Products that show signs of use, damage caused after delivery, or missing original packaging may not be eligible for exchange or return.
-
Exchanges are subject to product availability. If the requested replacement is unavailable, we will provide an alternative solution, such as store credit or a refund where applicable.
-
If the replacement product has a higher price than the original item, you will need to pay the price difference before dispatch.
-
Refunds are issued only for approved cases involving damaged, defective, incorrect, or unavailable products, or in other situations approved by Fernory.
-
Approved refunds will be processed to the original payment method or to a bank account provided by the customer. Processing times may vary depending on your payment provider.
-
Slight differences in product colour, texture, or appearance may occur due to lighting, screen settings, or manufacturing variations. Such minor differences are not considered defects and are not eligible for return or refund.
-
Please inspect your package at the time of delivery. If the outer packaging appears damaged or tampered with, we recommend refusing the delivery or notifying the delivery partner immediately.
-
Products purchased during promotional sales, clearance events, or with special discount offers may not be eligible for return or refund unless they are damaged, defective, or incorrect.
-
Each order is eligible for one exchange or return request only.
-
Fernory reserves the right to inspect all returned products and to approve or decline any exchange or return request that does not meet the above conditions.
Customer Support Hours:
10:00 AM – 7:00 PM (Monday to Saturday)
For any questions regarding exchanges or returns, please contact us at shopfernory@gmail.com. Our team will be happy to assist you.