Refund policy

Return and refund policy

This policy applies to orders placed on this store, which is operated by HIU TUNG LEUNG. It explains how returns, refunds and damaged or missing deliveries are handled.

30-day return window

You may request a return within 30 days of receiving your order. Items must be unworn, unwashed and returned with their original tags, packaging and any accessories included.

How to start a return

Email contact@fennecvolt.shop or call +852 2842 8440 with your order number and the reason for the return. We reply with return instructions within 1 to 2 business days. Please do not send an item back before you receive those instructions.

Return shipping

Return shipping is paid by the customer unless the item is faulty, damaged or not what was ordered, in which case we cover the cost. The cost of a return depends on the distance between your address and our return address in Hong Kong SAR, and we confirm it before you ship.

Refunds

Once the returned item arrives and passes inspection, we refund the amount to the original payment method within 5 to 10 business days. Your bank may need a few additional days to post the amount.

Damaged or incorrect items

If your order arrives damaged, faulty or different from what you ordered, contact us within 48 hours of delivery and include photographs of the item and the packaging. We arrange a replacement or a refund.

Lost packages

If your parcel has not arrived within the estimated delivery time of 15 business days, contact us within 7 days of that date so we can open a trace with the carrier. An order confirmed lost in transit is replaced or refunded.

Exchanges

If you would prefer another size or colour, we can arrange an exchange when the item is in stock. Any price difference is charged or refunded at the time of the exchange.