Got Questions?

    Address

    Kyiv, st. Hlubochytskaya 32B

    This Return Policy is part of the customer agreement and applies to all relations arising from the purchase of goods on the website. The purpose of the Return Policy is to implement high standards of customer service during the exchange and return of goods.

    The conditions of this Return Policy may differ from the conditions that apply in the buyer's country or are determined by the payment system used for the transaction. If the buyer's country or payment system has rules that grant the buyer greater rights than specified in this Return Policy, please inform us with a reference to such rules.

    Can goods be exchanged or returned?

    THE BUYER CAN EXCHANGE OR RETURN THE GOODS WITHIN 30 DAYS FROM THE MOMENT OF RECEIPT, PROVIDED THAT (1) THE GOODS HAVE NOT BEEN USED, (2) ITS ORIGINAL APPEARANCE HAS BEEN PRESERVED, (3) CONSUMER PROPERTIES, AND (4) TAGS.

    The buyer has the right to exchange the product for a similar one or any other product. When exchanging for a more expensive product, the price difference must be paid. When exchanging for a cheaper product, we will refund the difference.

    Which goods are not accepted for exchange or return?

    WE DO NOT ACCEPT FOR EXCHANGE OR RETURN GOODS THAT WERE (1) MADE TO SPECIAL ORDER, (2) PERSONALIZED, OR (3) HAVE SPECIAL CHARACTERISTICS THAT DIFFER FROM THE CHARACTERISTICS OF A STANDARD PRODUCT (CHANGED SIZES, PARAMETERS, ADDED SPECIFIC ELEMENTS, CHANGED MATERIAL, COLOR, LABELING, ETC.), AND ALSO (4) CLEARANCE ITEMS.

    What needs to be done for the exchange of goods?

    If there is a need to exchange the goods, the buyer must:

    • Inform us of the desire to exchange the goods and receive confirmation of the availability of the goods for exchange;
    • Send the goods to us NO LATER THAN 30 DAYS FROM THE MOMENT OF RECEIPT. You can send exchange form to info@femif.com;
    • Place a new order by selecting the items the buyer wishes to receive in exchange (THE NEW ORDER DOES NOT NEED TO BE PAID UNTIL PROCESSED BY CUSTOMER SUPPORT);
    • Inform us of the new order number;
    • Wait for customer support to adjust the order amount;
    • Pay the shipping cost and the price difference.
    What needs to be done for the return of goods?

    For the return of goods, the buyer must:

    • Inform us of the desire to return the goods at the earliest opportunity;
    • Send the goods to us NO LATER THAN 30 DAYS FROM THE MOMENT OF RECEIPT at the address. You can send return form to info@femif.com;
    • Provide payment details for the return of the paid amount (if payment details were not provided or have changed during payment).
    Is the cost of shipping refunded?

    The cost of shipping paid by the buyer to the carrier and other expenses incurred by the buyer during the delivery of the goods, as well as during its return or exchange, ARE NOT REFUNDED.

    If the cost of shipping the goods to the buyer was included in the price of the goods, we reserve the right to determine the cost of such shipping and refund the payment minus the cost of shipping.

    In the case of exchanging goods, the shipping cost is paid by the buyer again. If the buyer has not paid the cost of the new delivery, we may withhold the shipment of the goods until payment is received.

    How quickly does the exchange of goods or the refund of its cost occur?

    The exchange of goods takes place within the timeframe for processing a new order for the goods. The processing time for the order can be found on the page of the product chosen for replacement.

    We refund the cost of the goods within THREE WORKING DAYS from the moment of receiving the returned goods. Within these deadlines, we issue instructions to the financial institution for the transfer of funds to the buyer's details.

    The RETURN DEADLINES DO NOT INCLUDE THE PERIOD DURING WHICH THE FINANCIAL INSTITUTION PROCESSES THE TRANSFER OF FUNDS AND CREDITS THEM TO THE BUYER'S ACCOUNT.

    What to do when defects (deficiency) are detected?

    We are always grateful for any reports of detected defects. Although such cases rarely occur, the production process is not always under our exclusive control. The exchange or return of goods in case of defects (deficiency) is possible WITHIN THE WARRANTY PERIOD DETERMINED FOR THE SPECIFIC PRODUCT.

    When defects (deficiency) are detected, the following steps must be taken:

    • At the first opportunity, inform us of the defects and the desire to exchange or return the goods;
    • Take detailed photographs of the goods showing the defects and send us the photos by email (this will expedite the exchange or refund process);
    • Send the goods to us NO LATER THAN 30 DAYS FROM THE MOMENT OF DETECTING DEFECTS at the address.You can send defect form to info@femif.com;
    • Place a new order for a similar product or a product of equal value and inform us of the order number or provide payment details for the return of the paid amount (if payment details were not provided or have changed during payment).

    In the case of defects (deficiency), the delivery of a new product is FREE OF CHARGE, and the buyer's expenses related to its return are reimbursed according to the tariffs of the standard (non-express) delivery of the local delivery service.

    Other terms of exchange or return

    In the case of delivery where the buyer requested special packaging (wrapping, wrapping, greeting card, box, etc.) or other non-standard conditions for the presentation of the goods, the cost of such packaging or presentation is not refunded.