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 address. Items sent back without a return link cannot be matched to your order, which delays your refund. Nothing in this policy affects your statutory rights under UK consumer law, including your rights if an item is faulty.

 

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 cancellation is still valid but becomes a return, and "Your right to cancel" 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 the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of receiving them, and rights beyond that period as well. If a fault appears later, contact us and we will deal with it.

 

Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving it, for any reason and without giving a reason. This applies to sale items in exactly the same way as to full-price items. If your order is delivered in more than one parcel, the 14 days start on the day you receive the last item. To cancel, tell us clearly within that period — an email to contact@fasvena.com with your name, your order number and the items concerned is enough. It is enough to send your cancellation before the 14 days have ended.

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

You pay 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 item has been sent.

You are welcome to try an item on as you would in a shop. Please do not wear it out, wash it, or remove the tags. If an item comes back worn, washed, altered or otherwise handled beyond what was needed to check its nature, characteristics and how it works, we may reduce your refund to reflect the loss in value.

 

Order not received

Delivery times are estimates (see our Shipping policy). If your order has not arrived within 18 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

Items made or personalised to your own specifications are excluded from the right to cancel by law. Please get in touch if you have a question about a specific item. This exception does not apply to an item that is faulty, damaged, incorrect or not as described.

 

Refunds

If you cancel, we refund everything you paid, including the cost of standard delivery. If you chose a faster or more expensive delivery option, we refund the equivalent of our standard delivery charge. By law we refund you no later than 14 days after we receive the items back or after you give us proof that you sent them back, whichever happens first; if we decide not to ask for the items back, no later than 14 days after you tell us you are cancelling. In practice we aim to issue your refund within 5 business days.

If an item is faulty, damaged, incorrect or not as described, we refund or replace it as soon as 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 more than 10 business days have passed since your refund was approved and you have not received it, 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 faulty, 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 refund within 5 business days although the law allows us 14. 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.