Login

Cart

Your cart is empty

Refund policy

Returns, cancellations and refunds

This policy explains how returns, cancellations, exchanges and refunds are handled for purchases from Fenela Mode. Fenela Mode is operated by SANDS WEAR LTD, company number 17300632, registered in England and Wales. Our registered office is 15 Broster Avenue, Keighley, BD22 6JH, United Kingdom. You can contact us at info@fenelamode.com.

This policy is in addition to, and does not limit, your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other mandatory consumer law.

1. Your right to change your mind

If you are a consumer buying online, you will normally have 14 days from the day after you, or a person nominated by you, receives the goods to tell us that you wish to cancel. If an order is delivered in separate parcels, the period starts when the final parcel or item is received.

You do not need to give a reason. To cancel, email info@fenelamode.com with a clear statement that you wish to cancel. Please include your full name, order number, the items concerned and the email address used for the order. You may use the model cancellation form below, but you do not have to.

After telling us that you wish to cancel, you normally have a further 14 days to send the goods back. Please wait for our return instructions. Do not send returns to our registered office unless we have expressly confirmed in writing that it is the correct return destination.

2. Condition of change-of-mind returns

You may inspect an item as you would in a physical shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item. For clothing, this normally means trying it on carefully indoors without wearing it for an extended period, washing it, altering it, removing hygiene seals or exposing it to perfume, smoke, make-up, pet hair or other contamination.

Where reasonably possible, return the item with its original packaging, labels and accessories. Missing packaging alone will not automatically remove a statutory right, but damage or excessive handling may reduce the refund where the law allows.

3. Return costs

For a lawful change-of-mind return, you are normally responsible for the direct cost of returning the goods unless we have agreed otherwise. We recommend using a tracked service and keeping proof of postage, because the parcel remains your responsibility until it reaches the return destination we provide.

If goods are faulty, damaged on arrival, not as described, incorrect, or otherwise fail to meet your statutory rights, Fenela Mode will bear reasonable return costs or provide an appropriate return method. Contact us before arranging the return so that we can give the correct instructions.

4. Refund timing and method

For a valid cancellation, we will refund all payments due, including the basic cost of standard delivery. If you selected a more expensive delivery method, we are not required to refund the additional premium above the least expensive standard option offered.

We will make the refund without undue delay and no later than 14 days after the earliest of: the day we receive the returned goods; the day you provide evidence that you sent them back; or, where no goods were supplied, 14 days after you told us of the cancellation.

Refunds are normally made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may take additional time to display the refund.

5. Exceptions to the change-of-mind right

The 14-day change-of-mind right may not apply where an exception permitted by law applies, including:

  • goods made to your specifications or clearly personalised;
  • goods liable to deteriorate or expire rapidly;
  • sealed goods not suitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for that exception are met;
  • sealed audio, video or software products once unsealed; and
  • goods inseparably mixed with other items after delivery.

We will not apply an exception more broadly than the law permits. An exception to change-of-mind cancellation does not remove your rights if an item is faulty, not as described or not fit for purpose.

6. Faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for any purpose made known to us, and match their description. If they do not, you may have statutory remedies.

  • Within the first 30 days, you may have the short-term right to reject the goods for a refund.
  • After 30 days, you may normally require repair or replacement. If that is impossible, disproportionate, unsuccessful or not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or final right to reject.
  • If a fault appears within six months of delivery, it is generally presumed to have been present at delivery unless the trader proves otherwise or that presumption is incompatible with the goods or fault.

Please contact us promptly with the order number, a clear explanation and, where useful, photographs. Photographs may help us resolve the issue but do not replace your legal rights. Normal wear and tear, accidental damage, misuse, failure to follow care instructions or unauthorised alteration are not manufacturing faults.

7. Incorrect or incomplete orders

If you receive the wrong item, wrong size, wrong colour, an incomplete order or an item damaged in transit, contact us as soon as reasonably possible. Keep the packaging until we advise you, as it may be needed for an investigation. We will not require you to pay to correct our fulfilment error.

8. Exchanges

Direct exchanges depend on availability and are not guaranteed. The quickest option may be to return the original item for a refund and place a new order. Any exchange arrangement does not reduce your cancellation or statutory rights.

9. Refused and uncollected parcels

Refusing delivery or failing to collect a parcel does not always tell us clearly that you are exercising a cancellation right. Please contact us. Reasonable direct costs caused by an uncollected or incorrectly addressed change-of-mind order may be deducted only where the law permits and the circumstances justify it.

10. Model cancellation form

To: SANDS WEAR LTD, trading as Fenela Mode, email info@fenelamode.com

I hereby give notice that I cancel my contract of sale for the following goods: [insert goods]. Ordered on / received on: [insert date]. Order number: [insert number]. Consumer name: [insert name]. Consumer address: [insert address]. Signature (only if submitted on paper): [signature]. Date: [date].

11. Contact

For returns, cancellations and refunds, email info@fenelamode.com. We will provide the correct return destination and instructions. Our registered office is not a customer return address unless we confirm otherwise in writing.