FERILOVE
is operated by Zhengzhou Xukai Trading Co., Ltd., a company registered in China.
Registered address
No. 48, 1st Floor, Entrance 3, Building 20, No. 45 Hongyuan Road, Jinshui District, Zhengzhou, Henan, China.
Refund policy
For return requests, cancellations, or product issues, please contact service@ferilove.com with your order number and a description of your request.
Non-Personalized Products
You may request a return of a non-personalized product within 30 days of delivery.
For change-of-mind returns, the item must be unused, in its original condition, and include its original accessories and packaging where reasonably possible.
These conditions do not limit your rights regarding defective or misdescribed products.
Personalized Products
Personalized products are made using the details or materials supplied for your order. We do not accept change-of-mind returns for these products, except where required by applicable law.
This does not affect your rights if an item arrives damaged, is defective, is incorrect, or does not match the personalization details we accepted for your order.
Damaged, Defective, or Incorrect Items
Please contact us as soon as you discover an issue. Include your order number and clear photos or a short video showing the problem.
After reviewing your request, we will arrange an appropriate remedy, which may include a replacement or refund.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order.
For personalized products, changes or cancellations may no longer be possible once production has started. We will explain the order status and available options when we receive your request.
Return Shipping
For approved change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by applicable law.
For confirmed defective, damaged, or incorrect items, we will cover reasonable return shipping costs if a return is required.
Return Instructions
Contact us before sending an item back. We will provide the appropriate return destination and instructions.
Do not send returns to our registered business address unless we authorize it in writing.
Refund Requests and Processing Times
To request a return or refund, email service@ferilove.com with your order number and a description of the issue. We will respond within 2 business days of receiving your request. This initial response does not mean that your refund has been approved.
If a return is required, please contact us for return instructions before sending the item. We will inspect the returned item and notify you of our decision within 5 business days after it arrives at the return address we provide.
If no return is required, we will review your request within 5 business days after receiving the information reasonably needed to assess it. If further investigation is necessary, we will explain the reason and provide an updated timeline.
Once a refund is approved, we will initiate it to your original payment method within 5 business days and send you a confirmation email. This processing period also applies to approved order cancellation refunds and shipping fee refunds.
The time for the refund to appear in your account depends on your bank or payment provider and is separate from our processing time. If you have not received your refund within 10 business days after our confirmation email, contact service@ferilove.com so we can help trace it.
Business days are Monday through Friday, excluding public holidays in China.
These timelines do not extend or limit any shorter refund deadline or other rights that apply under consumer protection laws.
Your Rights
Nothing in this policy limits your rights under applicable consumer protection laws.