Fenway Supplier (Pty) Ltd

Fenway Supplier Return & Refund Policy

Last Updated: 2025-03-17

Thank you for shopping with us at Fenway Supplier. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

• Email: [email protected]
• Phone: +27 63 329 0965
• Address: 57 Sovereign Drive, R21 Corporate Business Park, Centurion, Gauteng, 0178
  
  

Policy Overview

• Return Period: 7 calendar days after product is received
• Refund Processing Time: 10 business days from receipt
• Return Shipping Costs: Free on all Orders
  
  

Order Cancellations

You may cancel your order anytime before the order is dispatched from our offices by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We offer returns under the following conditions:

• Return Window: Items can be returned within 7 calendar days after product is received.
• Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
• Receipt or Proof of Purchase: Required for all returns.
  
  

Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.

Return Instructions

To start a return, please follow these steps:

1. Contact Customer Service: Email [email protected] with your order number, reason for return, and any supporting photos if applicable.
2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included.
4. Shipping: Return shipping costs are free on all orders.
   
   

Refund Policy

• Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 10 business days.
• Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
• Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at [email protected].

Exchange Policy

We offer exchanges for incorrect or defective items. Contact us within 7 days of delivery, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect product was ordered, please follow the return process and then place a new order for the correct item.

Exceptions and Special Cases

• Defective or Damaged Items: If your item arrives damaged or defective, contact us within 7 calendar days after the product has been received. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
• Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
• Lost Packages: If your package doesn't arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Processing Times

• Return Window: Returns must be initiated and shipped within 7 calendar days of receiving the item.
• Inspection Period: Once received, returns are inspected within 7 business days.
• Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.
  
  

Return Shipping Address

Please send approved returns to:

• 57 Sovereign Drive, R21 Corporate Business Park, Centurion, Gauteng, 0178
  
  

Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

• Email: [email protected]
• Phone: +27 63 329 0965
• Address: 57 Sovereign Drive, R21 Corporate Business Park, Centurion, Gauteng, 0178