Refund policy

RETURN & REFUND POLICY

Last Updated: October 23, 2026

At FENZ GOODS, we are committed to delivering quality products and a positive shopping experience. We understand that issues may occasionally arise, and we are here to help resolve them as fairly and efficiently as possible.

Please review the following policy before placing an order.

1. Return Eligibility

Products available at fenzgoods.com are thoughtfully designed and produced for anime fans and collectible enthusiasts. Due to the distinctive nature of our merchandise, we do not accept returns for personal preferences or changes of mind once an order has been shipped.

This includes, but is not limited to, situations where a customer decides they no longer want the item or is dissatisfied with its color, size, or style despite the product matching its description.

We encourage customers to review product descriptions, images, specifications, and order details carefully before completing a purchase. If you have any questions about an item, our customer service team will be happy to assist you.

Returns for Quality Issues

If you receive an item with a quality defect or another product-related issue, you may submit a return or refund request within 7 days of receiving your package.

To qualify for a return, the following conditions generally apply:

  • The item must be unused and remain in the condition in which it was received.

  • The original product packaging must be included.

  • A valid order number, receipt, or other proof of purchase must be provided.

Please contact our customer service team before returning any merchandise so that we can review your request and provide further instructions.

These requirements do not limit any rights or remedies that cannot be excluded under applicable consumer protection laws.

2. Order Cancellations

If you need to cancel an order, please contact our customer service team as soon as possible.

Cancellation requests will be reviewed according to the order's processing and shipping status.

Once an order has been shipped, we generally cannot accept cancellations or returns based solely on personal preferences or a change of mind.

If your order arrives damaged, defective, or incorrect, please refer to the relevant sections below for assistance.

3. Refund Processing Times

Once a refund has been approved and any required return or cancellation procedures have been completed, the processing time will depend on your original payment method.

Credit or Debit Card

For payments made by credit or debit card, we will submit the refund to the card issuer within approximately 7 business days after receiving the returned item or processing an approved cancellation request.

The time it takes for the refund to appear in your account may vary depending on your bank or card issuer.

PayPal

For purchases completed through PayPal, approved refunds are generally issued to the original PayPal account within 3 business days.

Apple Pay

For purchases made using Apple Pay, approved refunds are generally initiated through the original payment method within 3 business days.

Please note that the time required for a refund to become visible in your account may vary depending on the payment provider or financial institution.

If you have questions regarding the status of your refund, you are welcome to contact our customer service team.

4. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

Personal Preference or Change of Mind

As stated above, we generally do not accept returns for personal reasons after an order has been shipped.

If an exception is expressly approved by our customer service team, the customer may be responsible for any applicable return shipping and handling charges.

We recommend reviewing all product details before purchasing to ensure the item meets your expectations.

Incorrect Items

If you receive an item that is different from what you ordered, please contact us promptly.

To help us verify and resolve the issue, please provide:

  • Your order number.

  • Clear photographs of the item received.

  • Photographs of the packaging and shipping labels, where applicable.

After confirming the error, we will arrange an appropriate resolution.

If the incorrect item needs to be returned, FENZ GOODS will cover the associated return shipping and handling costs.

We apologize for any inconvenience caused by fulfillment errors and appreciate your cooperation.

Items Damaged or Lost During Shipping

If your order arrives damaged or appears to have been lost during transit, please notify our customer service team as soon as possible.

For damaged deliveries, we may request photographs showing:

  • The condition of the outer packaging.

  • Any visible damage to the product.

  • Broken or missing components.

  • Relevant shipping labels or packaging details.

We will review the available information and investigate the issue where necessary.

Once a shipping-related problem has been confirmed, we will work toward an appropriate resolution, which may include:

  • Sending a replacement item.

  • Providing a full refund.

  • Issuing a partial refund.

  • Offering another solution agreed upon by both parties.

If we require you to return a damaged item, FENZ GOODS will cover the return shipping and handling expenses.

In cases where both parties agree that the customer may keep the damaged product and receive a full or partial refund without returning the item, the original shipping fee will generally remain non-refundable, except where otherwise required by applicable law.

We appreciate your understanding and assistance in helping us resolve delivery-related issues.

5. Return Instructions

Please do not send items back without contacting us first.

Our designated return address may differ from the shipping address shown on your original package.

To request a return, please email our customer service team with your order information and an explanation of the issue.

Once your request has been reviewed, we will provide the appropriate return instructions and address, if a return is necessary.

Unauthorized returns sent without prior communication may be delayed or may not qualify for a refund, subject to applicable law.

For return assistance, please contact:

Email: overseaec@fen-z.com

6. Late or Missing Refunds

If your refund has been approved but has not yet appeared in your account, we recommend taking the following steps:

  1. Check your account: Review your bank account or original payment method to confirm whether the refund has been credited.

  2. Contact your payment provider: Refunds may take additional time to appear, depending on your bank, card issuer, or payment platform.

  3. Allow for processing time: Financial institutions may require additional business days to complete the transaction.

If you have completed these steps and still cannot locate your refund, please contact us for assistance.

Email: overseaec@fen-z.com

Phone: +86 15692083556

7. Frequently Asked Questions

Q1. Who is responsible for return shipping fees?

Return shipping costs depend on the reason for the return.

For returns exceptionally approved due to personal preferences, the customer may be responsible for the related shipping and handling charges.

If we have sent the wrong item, we will cover the cost of returning it.

If an item has been damaged during shipping and a return is required, FENZ GOODS will also cover the return shipping expenses.

Q2. Can I return an item without contacting customer service?

No. We ask that all customers contact our support team before sending any items back.

Return locations may differ from the original shipping address, and returning merchandise without authorization may cause delays in processing your request.

Please email overseaec@fen-z.com to obtain return instructions.

Q3. How long does it take to receive a refund?

Refund processing times vary depending on the payment method.

For credit card purchases, refunds are generally submitted for processing within approximately 7 business days after the return or cancellation has been approved and any required procedures have been completed.

Depending on your card issuer's billing cycle and processing schedule, the refund may appear on a later statement.

For PayPal and Apple Pay transactions, we generally initiate approved refunds within 3 business days.

Actual posting times are determined by the relevant payment provider or financial institution.

8. Contact Us

If you have any questions about returns, refunds, cancellations, or problems with your order, please contact our customer service team.

FENZ GOODS

Website: https://fenzgoods.com

Email: overseaec@fen-z.com

Phone: +86 15692083556

We are here to assist you and will do our best to address your concerns.

Nothing in this policy is intended to exclude, restrict, or modify any consumer rights or remedies that cannot lawfully be excluded under applicable law.