Politique de remboursement

Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility:

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Process:

To start a return, contact us at hey@feralclo.com. If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Return shipping costs are covered by the customer. We highly recommend using a fully tracked service to ensure your return reaches us safely.

Contact:

For any return questions, you can always reach us at hey@feralclo.com.

Sale Items:

Please note that items purchased in a sale are only eligible for exchange or store credit, and customers have 14 days from the date of receiving the item to request an exchange or store credit. We do not offer refunds on sale items unless the product is faulty or not as described, in accordance with the Consumer Rights Act 2015. This policy is clearly outlined in our terms and conditions and agreed upon at the point of purchase. If you have any questions about our returns policy, please feel free to contact our customer service team.

Delivery Costs:

We do not refund any delivery costs incurred.

Damages and Issues:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items:

Certain types of items cannot be returned, such as:

• Perishable goods (e.g., food, flowers, plants)

• Custom products (e.g., special orders, personalized items)

• Personal care goods (e.g., beauty products)

• Hazardous materials, flammable liquids, or gases

If you have questions or concerns about your specific item, please get in touch.

Note:

We do not refund any delivery costs incurred.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item once the return is accepted.

European Union 14 Day Cooling Off Period:

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

IOSS Compliance:

As part of the IOSS, parcels cannot exceed 150 euros in value. Orders may be separated into multiple parcels to comply with this regulation. The customer is responsible for the delivery costs of each split parcel if items are returned, and these costs will be deducted from the refund.

Refunds:

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at hey@feralclo.com.

Free Exchanges:

Exchanges are free within 14 days, but you must cover the postage.

Return Fees:

UK and European Union:

• A fixed return fee of £2.95 will be applied.

 

Why Do We Charge a £2.95 Return Fee?

To promote sustainability, we aim to reduce the environmental impact of returns. The fee helps cover the costs associated with processing and shipping returned items, encouraging mindful purchasing decisions and reducing waste.

 

Restocking Fee Policy:

Only Applicable to These Countries:

• United States

• Canada

• Australia

• Japan

• India

Details:

 • Reasonableness: The fee reflects actual costs incurred in restocking the returned items.