Refund & Return
Return & Refund Policy
At Fenice Totem, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To qualify for a return, your item must:
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Be unused and in its original condition
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Include all original packaging and accessories
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Show no signs of wear or damage caused by use
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Be accompanied by proof of purchase
How to Start a Return
To request a return, please contact us at:
Please include:
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Your order number
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The reason for your return
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Photos (if the item is damaged or incorrect)
Return requests must be approved before products are shipped back.
Return Address
Building 4, Room 1002
No.399 Xiarong Street
East Taihu Lake Ecotourism Resort (Taihu New Town)
Wujiang District, Suzhou
Jiangsu 215200
China
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If you receive:
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A damaged item
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A defective product
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The wrong item
contact us within 7 days of delivery. We will arrange a replacement, exchange, or refund after verifying the issue.
Non-Returnable Items
Returns cannot be accepted for:
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Products that have been used
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Products damaged by improper use
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Items without original packaging
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Customized or personalized products
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Clearance or final-sale items
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Gift cards
Exchanges
If you wish to exchange an item, we recommend returning the original product first. Once your return is approved, you may place a new order for the desired item.
European Union Customers
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days in accordance with applicable consumer protection laws.
Returned items must remain unused and in their original condition.
Refunds
After we receive and inspect your returned item, we'll notify you of the refund decision.
Approved refunds will be issued to your original payment method within 5–10 business days. Depending on your payment provider, additional processing time may apply.
If you have not received your refund within 15 business days after approval, please contact:
