Refund policy

30 Days Money-Back Guarantee 


Feiandeve.com offers a 30-day return policy, meaning you have 30 days after receiving your item to request a return. Once the returned item arrives at Fei and Eve's warehouse for inspection, the refund process will begin.


To be eligible for a return, the item must include all accessories and be in the same condition in which it was received, unworn or unused, with tags, and in its original packaging. 


To initiate a return or exchange, customers can visit the Returns and Exchanges webpage at:

https://www.feiandeve.com/apps/returns


If the return is accepted, a return shipping label and instructions on how and where to send the package will be provided. Items returned without prior return requests will not be accepted.


You can always contact us for any return questions at support@feiandeve.com.

 

Defective, Damaged, or Incorrect Items

Kindly inspect your order upon receipt. Should the item be defective, damaged, or incorrect, please contact us immediately. This will enable us to assess the situation and take corrective action.

 

Exchanges

To expedite the exchange process, return the unwanted item and, once the return is accepted, place a separate order for the desired item.

 

Refunds 

Upon receipt and inspection of your return, you will be notified regarding the status of your refund. If approved, the refund will be processed automatically to your original method of payment. Please note that your bank or credit card company may require up to 5 business days to process and post the refund.

Cancellation Policy

All product orders may be canceled before shipment. Customers may cancel unpaid orders independently through their accounts. For paid orders, customers should contact customer service for cancellation assistance. Orders cannot be canceled once shipped. We cannot guarantee that cancellation or modification requests will be accommodated after production has commenced. No order cancellations will be accepted if there are no quality issues.

 

Cancellation Process for Unpaid Orders

  1. Log in to "My Account."

  2. Click on "My Orders."

  3. Click on the order number to be canceled.

  4. Click on "Delete this order" and confirm cancellation.

 

Cancellation Process for Paid Orders

Please contact us at support@feiandeve.com.

 

Please note: Cancellation policies and solutions may vary based on product category.

 

Refund Policy

  • Cancellations made within 24 hours of payment confirmation will be eligible for an 85% refund.

  • Cancellations made after 24 hours (excluding weekends, special holidays, and festivals) of payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 60% of the product purchase price.

  • Orders cannot be canceled once shipped.

Return Policy

Upon receiving your package, we kindly request that you thoroughly inspect it to ensure that the items received match those that you have ordered. Should you wish to exchange or return the product, it must be in its original condition, unused, undamaged, and in the original packaging.

 

Return of a DOA (Dead on Arrival) Item

If the item arrives broken, please contact us within 14 days of the delivery date and adhere to the procedure outlined in the 14-Day Product Guarantee.

 

For high-value items, we may request that you return the item. Please include all accessories in the returned package. If any accessory or component is missing, we will require you to pay for it. All return shipping fees are the responsibility of the buyer.

 

60-Day Conditional Return

If you are not satisfied with your purchase and the product remains in brand-new condition, we can arrange a partial refund. This refund will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees.

 

If a product is damaged or not working, please refer to our 14-Day Product Guarantee or the warranty specific to its category. The return package must contain all the accessories of the product, which must still be in good condition.

 

After 60 Days from Delivery

We regret to inform you that we are unable to accept requests for a refund after 60 days from the delivery date.

 

For further information, please contact our customer service representatives.

 

Defective, Damaged, Mis-shipped, or Lost Items

You are eligible for a partial or full refund or exchange (accessories excluded) if we have shipped a defective, damaged, or incorrect item. In the case of lost items, we will reship the item to you if it is in stock. Otherwise, you will receive a refund.

 

If you believe your item was damaged during shipping, you must obtain "Proof of Damage" documentation from your delivery carrier and include it in your returned package.

 

How to Return a Defective Item to Fei and Eve

Please contact us before returning a defective item to receive the return shipping address and other instructions. Fei and Eve will not be responsible for any returned item(s) without prior notification.

 

Suggestions and Reminders

  • Retain all packaging materials and shipping documentation, as these may be required for processing your return;

  • After returning the product, please provide us with the tracking number and a copy of the shipping receipt. Failure to provide this information will result in a delay in processing your refund until the product arrives at our warehouse;

  • Refunds will be credited to the original payment method. Please note that all intermediary handling fees and bank processing fees are the customer's responsibility;

  • You have the right to refuse delivery of a damaged or opened package. Acceptance of such a package may impact your return request;

  • To avoid high import duties on return packages, we recommend not using express mail services (e.g., DHL, UPS, TNT, FedEx);

  • Product refunds will be processed after we receive and verify the defective item;

  • Please include a note inside the return package with the following information to expedite your return:

  • Important: Refusal of a package due to import duties or taxes will result in you assuming all liability for the costs associated with returning the item to us.

 

Required Information for Returns

  • Your order number;

  • Product ID or name and quantity;

  • Brief description of the product issue.

 

All orders containing promotions must abide by the promotion's policies and requirements. 

 

The following items are not eligible to be returned:

  • Grooming Items
  • Treats
  • Gift Cards
  • Gift Sets
  • All free items from BOGO promotions
  • Items marked as Final Sale may not be returned or exchanged. 

 

 

Important Note:

 

Once your request has been approved, our customer service team will provide you with the return address (this is not the location address or the parcel address).

 

Please return the item to the provided return address as soon as possible and send us the tracking number.

 

Items must be returned unused, undamaged, and in their original packaging. All returned items will be inspected. We will process the refund once we confirm that the product has the issue(s) you described.

 

We reserve the right to refuse a refund if your request is not approved or if the returned items are in unacceptable condition.

 

For customers in Europe and the United States, products will be shipped via Economy shipping. If we do not receive a response from you within 24 hours of notifying you that the shipping method must be changed, we will ship the product from the Hong Kong warehouse by default.

 

By purchasing in feiandeve.com, you acknowledge that you have read, understood, and agreed to our Cancellation & Return Policy stated above. Fei and Eve reserves the right to amend and/or modify this policy. Any changes will be updated on the forum or the relevant section of our help center.

 

For special delivery arrangements and locations outside of the United States, please contact us at support@feiandeve.com