Return and Exchange Policy
Welcome to Fivonesta (hereinafter referred to as “we”). This Return and Exchange Policy applies to products purchased from our website and delivered within the United Kingdom, and explains the conditions, procedures, and rules for returns and exchanges.
1. Return and Exchange Period
You may request a return or exchange within 21 days from the date you receive your order.
Requests submitted after this period will not be accepted, unless otherwise required by applicable UK law.
2. Eligibility for Returns and Exchanges
Products requested for return or exchange must meet the following conditions:
The product must be unused and undamaged, with original packaging and accessories intact.
The product must be in a condition suitable for resale.
Products showing clear signs of use, damage, or missing components for reasons not related to product quality may not be eligible for return or exchange.
3. Return Process
If you wish to return a product, please follow the steps below:
First, contact our customer service team within the 21-day period, stating the reason for return and providing your order information.
Second, use the pre-included return label provided inside the parcel and securely package the product.
Third, hand the parcel to the designated return shipping channel.
Fourth, once we receive and inspect the returned product, we will proceed with the refund.
4. Exchange Process
If you wish to exchange a product, please follow the steps below:
First, contact our customer service team within the 21-day period, stating your exchange request and providing your order information.
Second, use the pre-included return label inside the parcel to send the original product back to us.
Third, after we receive and confirm that the returned product meets the exchange conditions, we will create a new exchange order.
Fourth, the exchanged product will be processed as a new order within 1–3 business days before being shipped.
5. Return Label Instructions
A return label will be pre-included inside each order parcel. Please keep it safe and use it when returning or exchanging a product.
If the return label is lost or unusable, you may contact our customer service team for assistance, and we will provide further guidance.
6. Return and Exchange Costs
For all returns and exchanges that comply with this policy, the return and exchange shipping costs will be covered by us.
When the return or exchange is completed according to our instructions, you will not be required to pay any return shipping fees.
7. Refund Processing Time
Once we receive and confirm that the returned product meets the return conditions, the refund will be processed within 1–4 business days.
Refunds will be issued to the original payment method used at checkout.
The actual time for the refund to appear may vary depending on your payment provider or bank.
8. Force Majeure and Special Circumstances
In the event that returns or exchanges are delayed due to force majeure events, logistics disruptions, or other circumstances beyond our reasonable control, we will make reasonable efforts to assist, but processing times may be extended accordingly.
9. Contact Information
If you have any questions regarding returns or exchanges, you may contact us using the details below:
Phone: +1 (660) 717-1384
Email: assist@fivonesta.com
Customer service hours:
Monday to Friday
9:00–11:00
13:00–18:00
(Europe/London time, GMT/BST)
Contact address:
1101 PARC CENTRAL
FESTUS, MO 63028
United States