Returns & Refunds Policy

At fenro.top, operated by Guangzhou Xizhao Technology Co., Ltd., your complete satisfaction is our top priority. We design our travel bags, hip & sling bags, packing organizers, accessories, and home storage solutions to bring convenience and quality to your everyday life. If something isn’t quite right, we’re here to make it easy for you to return or exchange your purchase.

Return Window

You have 30 calendar days from the date of delivery to request a return. Returns initiated after this period may not be accepted.

Eligibility for Returns

To qualify for a return or exchange, items must:

  • Be unused and in the same new condition as received.
  • Be returned in their original packaging with all tags and labels attached.
  • Include proof of purchase (order confirmation email or receipt).

Items that show signs of wear, damage, alteration, or missing original packaging may not be eligible for return.

Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for return:

  • Personal care or toiletry bags that have been opened or used.
  • Custom-made or personalized products.
  • Gift cards.
  • Any items marked as “final sale” at the time of purchase.

If you’re unsure about an item’s eligibility, please contact us before initiating a return.

How to Initiate a Return

Please follow these simple steps to start your return:

  1. Contact our customer support team via email at [email protected] or by phone at +61 44829973.
  2. Provide your order number and a brief reason for the return.
  3. We will review your request promptly and, if approved, issue a Return Authorization (RA) number along with clear return shipping instructions.

Important: Do not ship items back without first obtaining an RA number, as this may delay processing or result in non-acceptance of the return.

Return Shipping

Customers are responsible for return shipping costs unless the item is damaged, defective, or sent in error by us. Original shipping fees are non-refundable.

We recommend using a tracked and insured shipping service for your return, especially for higher-value items. We cannot be held responsible for items lost or damaged during return transit.

Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund. If approved, the refund will be processed to your original payment method within 7–10 business days.

Please note that it may take additional time (typically a few business days) for the refund to appear in your account, depending on your bank or payment provider. If more than 14 days have passed and you haven’t seen the credit, please check with your bank or card issuer first, then contact us if needed.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at [email protected]. Include your order number and clear photos of the issue. We will arrange a replacement or full refund at no cost to you, including covering return shipping where applicable.

Exchanges

We currently process exchanges as returns followed by a new order. Simply return the unwanted item following the steps above and place a new order for the desired product.

Contact Us

If you have any questions about our Refund and Returns Policy, or need assistance with a return, please do not hesitate to contact us:

Guangzhou Xizhao Technology Co., Ltd.
Room 302, No.19 Xionglin Street, Yonghe, Yongning Subdistrict, Zengcheng District, Guangzhou, Guangdong, China
Email: [email protected]
Phone: +61 44829973