Refund policy

We want you to be happy with your order. If something isn't right, contact us at contact@fasvena.com within 30 days of receiving your item and we'll make it right. Every return is arranged by us: contact us first and we will email you a return link with the correct return address. Items sent back without a return link cannot be matched to your order, which delays your refund. Your statutory consumer rights in Germany, including your rights if an item is defective, are not affected by this policy.

 

Cancelling before your order ships

If you change your mind before the warehouse has started packing your order, email us at contact@fasvena.com straight away and we will cancel it and refund you in full, with nothing to send back. Once packing has started we can no longer stop the order; from that point your withdrawal is still valid but becomes a return, and "Your right of withdrawal" below explains how it works.

 

Faulty, damaged, wrong or not as described

Contact us within 30 days of receiving your order and we will put it right. Please send photos of the item and of the packaging it arrived in and, if the problem cannot be seen in a photo, a short video; we normally need this before we can approve a refund or a replacement, so sending it with your first message is the fastest route to a resolution. Please keep the item and its packaging until we have confirmed the outcome. We will come back to you within 3 business days.

In most cases you do not need to send the item back at all: we will refund you in full or send a replacement, whichever you prefer. If we do need the item returned, we will email you a return link and we pay the cost of that return.

The 30 days above is how to get the quickest answer from us — it is not a deadline on your rights. Under German law you have two years from delivery to raise a defect that the item already had when it reached you. If a defect appears later, contact us and we will deal with it.

 

Your right of withdrawal (14 days)

If you are a consumer, you have the right under German law to withdraw from your order within 14 days, for any reason and without giving an explanation. This applies to reduced and sale items in exactly the same way as to full-price items. The 14 days start on the day you (or a third party you named, other than the carrier) receive the goods. If you ordered several items in one order and they are delivered separately, the 14 days start on the day you receive the last item.

To withdraw, tell us clearly that you are withdrawing from your order — for example by email to contact@fasvena.com, with your name, your order number and the items concerned. It is enough to send your withdrawal before the 14 days have ended.

Please send the items back without undue delay, and no later than 14 days after you told us you are withdrawing. Contact us first: we email you a return link with the correct return address, because returns are handled by our supplier's warehouse and not from this website.

You bear the direct cost of returning the items. We recommend a tracked service and ask you to keep the proof of postage, because we can refund you as soon as you show us the items have been sent.

You may try on and inspect the items as you would in a shop. Please do not wear them out, wash them, or remove the tags. You are liable for any loss in value caused by handling that was not necessary to check their condition, properties and function, and we may reduce your refund accordingly.

 

Order not received

Delivery times are estimates (see our Shipping policy). If your order has not arrived within 26 business days of your order date, contact us at contact@fasvena.com with your order number. We will check your parcel with the carrier and come back to you within 3 business days. If the carrier cannot confirm that your parcel was delivered to your address, we will refund you in full or, if you prefer and the item is available, send a replacement. Please contact us first so that we can resolve it quickly.

 

Exceptions

Certain types of items are excluded from the right of withdrawal by law, such as products made to your personal specifications. Please get in touch if you have questions about your specific item. These exceptions do not apply to defective, damaged, or incorrect items.

 

Refunds

If you withdraw, we refund all payments we received from you, including the cost of standard delivery, without undue delay and no later than 14 days after we receive your withdrawal. If you chose a faster or more expensive delivery option, we refund the equivalent of our standard delivery charge only. We may hold back the refund until we have received the items back or you have shown proof that you sent them back, whichever comes first.

If an item is defective, damaged or incorrect, we refund or replace it without undue delay once we have confirmed the problem.

Refunds are issued to your original payment method (PayPal). How quickly the refund appears on your PayPal account or statement depends on PayPal's own processing times.

If your refund has not arrived 14 days after your withdrawal, please contact us at contact@fasvena.com.

 

Where we go further than we have to

So that you know what is a choice rather than an obligation: when something arrives defective, wrong or damaged we usually refund or replace it without asking for the item back, and we pay the postage when we do ask. We aim to issue refunds well inside the 14 days the law allows us. And where a parcel cannot be traced we refund or resend it rather than leaving you to chase the carrier. None of this reduces your statutory rights, and if we ever change any of it the change applies only to orders placed after it is published.