Return & Refund Policy
When a Purchase Needs a Second Look
Sometimes an item is not quite what you expected. In other situations, a product may arrive damaged, be delivered incorrectly, or develop a problem that requires attention.
At folvenir, we aim to make it easier to understand your available options. This Return & Refund Policy explains when a return may be requested, how products should be sent back, who is responsible for return shipping, and how refunds are handled.
1. Return Request Period
Customers may request a return within 30 calendar days after receiving their order.
To start a return, contact our customer support team within this period and provide your order number, the product involved, and a brief explanation of your request.
Return eligibility depends on the circumstances, product condition, and applicable consumer protection laws.
2. Conditions for Voluntary Returns
For returns requested because of a change of mind or personal preference, products should generally satisfy the following conditions:
- The product has not been used beyond reasonable inspection.
- The item remains in its original condition.
- Relevant accessories and components are included.
- Original packaging is provided where reasonably necessary.
- Sufficient order information is available to verify the purchase.
Certain products may not qualify for voluntary returns where a lawful exception applies, including some personalized, perishable, or hygiene-sensitive goods.
These requirements do not limit remedies available for defective, damaged, incorrectly described, or incorrectly supplied products.
3. Starting a Return Request
If you would like to return an item, please follow these steps.
Step 1: Contact Customer Support
Send an email to service@folvenir.com and include your order number.
Explain which product you wish to return and why.
Step 2: Provide Relevant Details
For a damaged, defective, or incorrect product, describe the issue and provide photographs where reasonably possible.
This information may help us understand the problem and determine the next steps.
Step 3: Receive Return Instructions
Our customer support team will assess your request and provide instructions for returning the item when applicable.
These instructions will include the authorized return destination.
Step 4: Prepare the Package
Pack the item securely with its relevant accessories and follow the shipping instructions provided.
Keep proof of shipment and tracking details where available.
Please note: Our registered company address is not automatically an authorized return address. Do not send a product there unless our support team specifically instructs you to do so.
4. Responsibility for Return Shipping
Return shipping arrangements depend on the reason for the request.
Returns Due to Personal Preference
For eligible voluntary returns, customers are generally responsible for return shipping costs unless applicable law requires otherwise.
Defective, Damaged, or Incorrect Products
When an item is defective, arrives damaged, or differs from what was ordered, folvenir will cover applicable reasonable return shipping expenses or provide another appropriate remedy in accordance with consumer protection law.
Please contact us before arranging an expensive or international return shipment.
5. Assessment of Returned Products
Once a returned item reaches the authorized return destination, it will be assessed according to the applicable return conditions.
We may examine the product's condition, completeness, and any information provided about the reason for the return.
If additional details are reasonably necessary, we may contact you.
Following the assessment, we will communicate the outcome and explain the refund or other remedy where applicable.
6. Refund Processing
For an approved refund, we normally initiate repayment within 10 business days after refund approval, unless applicable law requires a shorter deadline.
Refunds are generally issued to the original payment method used at checkout, except where another arrangement is legally required.
Please note that the date a refund is initiated may differ from the date the money becomes available in your account.
Banks, card issuers, and payment service providers may require additional time to complete the transaction.
The refund of original shipping charges, where applicable, will depend on the reason for the return, the purchase terms, and mandatory consumer rights.
7. Restocking Fees
folvenir does not charge a restocking fee for eligible returns.
Return transportation expenses, where applicable, are separate from restocking fees and are determined according to the circumstances outlined in this policy.
8. Damaged, Defective, or Incorrect Products
If your order arrives with a problem, please contact us as soon as reasonably possible.
This includes situations in which:
- A product is damaged during transportation.
- The item does not function as it should.
- An incorrect product has been delivered.
- A shipment is incomplete.
- The product is materially different from its description.
Include your order number, a description of the problem, and relevant photographs where available.
Depending on the circumstances and applicable law, the appropriate remedy may include a replacement, repair, full or partial refund, or another legally required resolution.
Mandatory consumer rights for defective or misdescribed goods do not automatically expire when the voluntary return window ends.
9. Order Cancellation
If you wish to cancel an order, please contact us before it is dispatched.
We will make reasonable efforts to accommodate cancellation requests. However, cancellation cannot always be guaranteed once the order has progressed through fulfillment.
If the order has already shipped, the applicable return procedure and statutory cancellation rights will determine the available options.
10. Exchanges
If you prefer an exchange instead of a refund, contact our customer service team.
Exchange availability depends on product inventory, the condition of the original item, and the reason for the request.
Where a direct exchange is unavailable, returning an eligible product and placing a separate order may be an alternative.
11. Undeliverable or Refused Packages
If a parcel is returned because of an incorrect address, unsuccessful delivery attempts, or refusal of delivery, we will review the circumstances before determining the appropriate next steps.
Any additional charges or refund adjustments will be handled according to the purchase conditions and applicable consumer protection laws.
12. Consumer Protection Rights
Nothing in this policy removes or reduces legal rights that cannot be waived.
If the law governing your purchase provides additional cancellation rights, longer return periods, mandatory warranties, or different refund requirements, those protections will take precedence over conflicting conditions in this policy.
13. Return and Refund Contact Information
For help with an eligible return, exchange, cancellation, or refund request, please use the following contact information.
Operating Company: Wuhan Zhoupinxin Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKDWMGQ40
Company Address: Factory Building 6-1364, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@folvenir.com
Contact Phone: +86 14752391678
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: https://folvenir.com