Refund policy
# Return Policy
_Last updated: June 27, 2025_
At Fern & Fuse, your satisfaction is our priority. We work with global fulfillment partners to bring you quality products from around the world. If something isn’t right, we’re here to help.
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## ✅ Return Eligibility
We accept return or refund requests if:
- The product is **damaged**, **defective**, or **significantly different** from the description.
- The request is made within **14 days of delivery**.
- The item is **unused**, in its original condition and packaging.
We **cannot accept returns** for:
- Change of mind or buyer’s remorse
- Late deliveries due to shipping delays
- Items marked “Final Sale”
- Perishable or personal care items
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## 🔄 How to Request a Return
To begin a return, email us at **support@fernandfuse.com** with:
- Your **order number**
- A **description of the issue**
- **Photos or videos** of the product if it’s damaged or defective
We’ll respond within **24 hours** and provide you with a return label.
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🚚 Return Shipping
- We’ll provide instructions and a return label.
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## 💵 Refunds & Replacements
- If approved, refunds will be issued to your original payment method.
- Processing time is typically **5–10 business days** after approval.
- If applicable, we may offer a **free replacement** instead of a refund.
**Note:** Original shipping charges are non-refundable unless the return is due to our error.
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## 📦 Exchanges
We do not offer exchanges at this time. If you'd like a different item, please place a new order after your return is processed.
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At Fern & Fuse, we care about your experience and are committed to complying with EU and UK consumer rights and data protection laws. This policy outlines your rights under the **Consumer Rights Directive** (EU) and the **Consumer Contracts Regulations 2013** (UK).
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## ✅ Your Right to Cancel (EU/UK Customers)
If you are located in the EU or UK, you have the **right to cancel your order within 14 days** of receiving your item, **for any reason**, under applicable distance selling laws.
To exercise your right of cancellation:
1. Contact us at **support@fernandfuse.com** within 14 days of receiving your item.
2. Clearly state your intent to cancel the order and include your **name**, **order number**, and **date of purchase**.
3. You then have **14 days** to return the item at your own expense.
Returned items must be:
- Unused and in original packaging
- In resalable condition (unless faulty or misdescribed)
We will issue a full refund, including the original shipping cost, **within 14 days** of receiving the returned goods (or proof of return).
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## 🔁 Return Eligibility (Global)
We accept return or refund requests if:
- The item arrives **damaged**, **defective**, or **significantly different** than described
- The request is made **within 14 days of delivery**
- You provide **photo evidence** for product issues
We do **not accept returns** for:
- Change of mind outside the EU/UK cancellation period
- Late delivery due to customs or courier delays
- Perishable, personal hygiene, or intimate items (for hygiene reasons)
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## 🚚 Return Process
1. Email **support@fernandfuse.com** with:
- Order number
- Reason for return
- Photos or videos if the item is defective or incorrect
2. We will process the return with our fulfillment partners.
3. If the return is approved, we will provide a return address and instructions.
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## 💳 Refunds
Once your return is approved and processed:
- A full or partial refund will be issued to your **original payment method**
- You will be notified via email
- Refunds may take **5–10 business days** to appear, depending on your payment provider
**Original shipping charges are only refunded** if the product was faulty or if you cancel under EU/UK consumer law.
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## 🔁 Exchanges
We do not offer exchanges. If you need a replacement, please request a refund and place a new order.
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## 🌍 International Orders
Shipping times may vary between **7–20 business days**, depending on your location. Fern & Fuse is not liable for shipping delays once the package is in transit, but we’ll support you in resolving any product issues.
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## 🔐 GDPR – Data Protection
We fully comply with the **General Data Protection Regulation (GDPR)**. When processing returns:
- Your personal data will only be used to verify and process your request
- We never share or sell your data to third parties
- You have the right to request access, correction, or deletion of your personal data at any time
To request data access or deletion, please email: **support@fernandfuse.com**
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## ❗ Late or Missing Refunds
If you haven’t received your refund:
1. Check your bank or payment method again.
2. Contact your credit card provider—it may take time to post.
3. Still need help? Email **support@fernandfuse.com**.
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## 💬 Need Help?
We’re happy to assist.
📧 Email: **support@fernandfuse.com**
🕒 Business Hours: Monday–Friday, 9AM–5PM CST