Refund policy

Refund, Return & Exchange Policy

At FEMORA, customer satisfaction is important to us. We strive to provide quality products and a smooth shopping experience. Please review our policy carefully before placing an order.

1. Damaged, Incorrect, Defective, or Missing Items

If you receive a damaged, defective, incorrect, or incomplete order, please contact our support team within 24 hours of delivery.

Eligible Issues

  • Damaged or broken product
  • Defective item
  • Leaked product
  • Incorrect item received
  • Missing item from order

Requests submitted after 24 hours of delivery may not be eligible for review.

2. Required Proof for Claims

To help us verify and resolve your issue quickly, the following may be required:

  • Clear image of the parcel invoice/shipping label
  • Product images
  • Packaging images
  • Unboxing video (recommended for faster verification)

Failure to provide required evidence may result in claim rejection.

3. Product Condition Requirements

For verification or return purposes, products must be:

  • Unused
  • In original condition
  • With original packaging, tags, seals, and accessories intact (if applicable)

Products returned in used, damaged, or tampered condition may not qualify for return, exchange, or refund approval.

4. Quality Check & Verification

All returned products are inspected by our team after arrival.

For electrical or electronic beauty tools, verification may also depend on manufacturer or supplier warranty policies where applicable.

5. Resolution Options

If your claim is verified and approved, FEMORA may offer one of the following depending on the situation:

  • Store credit / voucher
  • Exchange (where applicable)
  • Refund (eligible cases only)

The resolution method will depend on the nature of the issue and product category.

6. Missing Item Claims

For missing item complaints:

  • Dispatch records and packing verification may be reviewed internally.
  • If verification confirms the item was missing, appropriate compensation or store credit will be provided.
  • If records confirm the complete order was dispatched correctly, the claim may not be approved.

7. Change of Mind / Exchange Requests

If you wish to exchange or return a product due to:

  • Wrong selection
  • Change of preference
  • No longer wanting the item

The product must be:

  • Unused
  • In original packaging
  • In resellable condition

Once received and approved after inspection, exchange or store credit may be offered.

A handling/logistics fee may apply for such requests.

8. Out-of-Stock Refunds

In rare situations where a prepaid item becomes unavailable after ordering:

  • Our team will contact you
  • A refund will be processed to your provided payment method or bank account

Refund processing timelines may vary depending on payment provider or bank processing times.

9. Reverse Pickup

Where applicable, FEMORA may arrange reverse pickup through a courier partner.

Pickup timelines depend on:

  • Customer location
  • Courier availability
  • Nature of the issue

Customers may also be requested to ship items manually in certain cases.

10. Resolution Timelines

Estimated timelines:

  • Complaint Review: 1–3 working days
  • Reverse Pickup: 7–15 working days (if applicable)
  • Final Resolution: Up to 15 working days

Actual timelines may vary depending on courier operations and verification requirements.

11. Important Notes

  • Products damaged due to misuse, mishandling, or improper use are not eligible for return or refund.
  • FEMORA reserves the right to reject fraudulent or unverifiable claims.
  • Promotional vouchers/store credits, if issued, are non-cash and subject to validity terms.