Return & Refund Policy

At Faenottay, we are committed to providing a pleasant and reliable shopping experience for customers exploring our seasonal favorites and everyday essentials. Your satisfaction matters to us, and our customer care team is available to assist whenever you encounter a concern with your purchase.

1. Return Eligibility & Timeframe

We offer a 30-day return window, allowing customers to submit a return request within 30 days after receiving their order.

For a product to qualify for return, the following conditions must be met:

  • The seasonal product, household essential, or other purchased item must not have been used and must be maintained in its original condition upon receipt.

  • All packaging materials, product labels, tags, and accessories originally supplied with the merchandise must be included.

  • Customers must provide acceptable evidence of purchase, such as a valid receipt or order confirmation.

2. How to Start a Return

To begin the return process, please reach out to our customer service team at:

support@faenottay.com

Once your return request has been reviewed and approved:

  • A return shipping label will be issued to you.

  • We will provide clear instructions regarding the appropriate return destination and the steps required to send your package.

Important:
Products returned without obtaining authorization from our support team in advance will not be accepted.

3. Damages, Defects & Incorrect Items

We recommend checking your seasonal products and everyday essentials promptly after delivery to confirm that everything has arrived as expected.

If you discover that a product is damaged, defective, or does not match the item you purchased, please notify us immediately at:

support@faenottay.com

Our team will review the circumstances and work with you to determine an appropriate solution as quickly as reasonably possible.

4. Exceptions / Non-Returnable Items

Certain categories of merchandise are not eligible for return, including:

  • Perishable products, where applicable

  • Customized, personalized, or specially made items

  • Personal care products and hygiene-related merchandise

  • Original shipping fees paid when completing the purchase

In addition, we do not accept returns of:

  • Discounted sale or clearance merchandise

  • Gift cards

If you have questions about whether a particular product qualifies for return, we recommend contacting our customer support team before initiating your request.

5. Exchanges

We currently do not provide direct product exchanges.

If you would like to receive a different item, the most efficient approach is to:

  1. Submit a return request and send back the original product once authorization has been granted.

  2. Complete a new purchase for the item you prefer.

Following these steps allows us to process your request and arrange the new order more efficiently.

6. European Union – 14-Day Cooling-Off Period

Customers whose orders are delivered within the European Union are entitled to a 14-day cancellation or return period, during which they may withdraw from their purchase for any reason without providing justification.

To meet the applicable return requirements, products must:

  • Remain unused and in the condition in which they were originally received.

  • Be accompanied by their original packaging and product tags.

  • Include valid documentation confirming the purchase.

7. Refunds

After we receive and examine your returned merchandise:

  • We will inform you whether the refund request has been accepted or rejected.

  • If approved, the refundable amount will be credited to the original payment method within 10 business days.

Please keep in mind:

  • Financial institutions and card providers may require additional processing time before refunded funds become visible in your account.

  • If more than 15 business days have elapsed since your refund received approval and the funds have not appeared, please contact us at support@faenottay.com.

8. Refused Shipments & Dispute Resolution

If you wish to cancel a purchase or seek a refund, please notify our customer service team as soon as possible at:

support@faenottay.com

We encourage customers to communicate with our support team before initiating a payment dispute or chargeback through their bank, as starting a chargeback while an issue is being reviewed may significantly extend the resolution process.

We aim to handle genuine purchase-related concerns through direct communication in a fair, timely, and professional manner.

9. Late or Missing Refunds

If an approved refund has not yet been reflected in your account, please follow these steps:

  1. Review your bank account to confirm whether the funds have been credited.

  2. Contact your credit card issuer to inquire about possible delays in posting the refund.

  3. Reach out to your bank for further clarification regarding the transaction.

If you have followed these steps and the refund remains outstanding, please email our support team at support@faenottay.com.

10. Return Address

Before returning any merchandise, customers must obtain a return shipping label issued by our customer service team.

HappyEase Hong Kong Limited
ROOM 1701A, 17/F, TOWER 1, CHINA HONG KONG CITY, 33 CANTON ROAD, TSIM SHA TSUI, HONG KONG