Return Policy

Return & Refund Policy

Last Updated: October 29, 2026

  1. About This Policy

This policy explains how to request a return, report a product issue, cancel an order, or follow up on an approved refund for a Fenruna purchase.

Fenruna is an online retailer of home storage and organisation products operated by Handan Haoshoujia Technology Co., Ltd.

Requests are reviewed under the conditions outlined below and applicable consumer protection requirements. Nothing in this policy excludes or limits statutory rights that cannot lawfully be restricted.

  1. Our Standard Return Period

For eligible products, you may request a standard return within 14 calendar days of delivery.

This period starts on the date your shipment is delivered. Please contact customer support within that time and provide enough information for us to identify your purchase.

Requests made after the 14-day period may not qualify for a standard change-of-mind return.

This deadline does not limit separate rights concerning defective products, incorrectly supplied goods, or other matters protected by applicable consumer law.

  1. Returning an Item Because You Changed Your Mind

If you decide that a product does not suit your preferences or requirements, it should generally meet these conditions:

  • It is unused and remains in its original condition.

  • Original packaging is included wherever reasonably possible.

  • All supplied accessories, fittings, dividers, and supplementary components are included, where applicable.

  • Proof of purchase, such as an order confirmation or receipt, is available.

  • The product has not been damaged through misuse, improper handling, or intentional modification.

When reviewing a return, we may consider evidence of use, assembly, installation, disassembly, alterations, staining, physical damage, and the condition of included components.

These conditions do not remove remedies for items that are faulty, incorrectly supplied, or materially different from their descriptions.

Returned goods may need to be inspected before a refund or another resolution is approved.

  1. Starting a Return Request

Please contact our support team before sending an item back.

Return Support Email:

service@fenruna.com

Include the following details:

  • Your order number

  • The product name and selected size, colour, or configuration

  • A short explanation of why you are requesting a return

  • Relevant photographs or a short video if the item is damaged, incorrect, incomplete, or affected by another issue

  • Any additional information reasonably needed to identify the purchase

After reviewing your request, we will explain the applicable process and provide return instructions.

Please wait for these instructions before posting the parcel. This helps ensure it reaches the correct facility and can be linked to your request.

This process does not override mandatory cancellation, withdrawal, or return rights.

  1. Confirming the Return Destination

Our registered business address identifies the company operating Fenruna. It is not automatically the address to use for returns.

Depending on how your order was fulfilled, the appropriate destination may be a designated warehouse, an authorised facility, or another location confirmed by customer support.

Our team will provide the relevant address and any packing or shipping instructions after reviewing your request.

Following these instructions helps avoid misdirected parcels, unnecessary postage expenses, and delays in identifying returned goods.

Please use only the return destination confirmed by our team.

  1. Return Shipping Costs

Responsibility for return postage depends on the reason for the return and applicable legal requirements.

Change-of-Mind Returns

You will generally pay return postage when an eligible return does not result from a product fault or an error attributable to Fenruna.

Examples include:

  • No longer wanting the product

  • Ordering an unintended size or configuration

  • Choosing an unsuitable colour or variation

  • Selecting an item that does not fit despite accurate published dimensions

  • Ordering an incorrect quantity

  • Changing your preferences after purchase

  • Other reasons unrelated to a product defect

Any mandatory legal requirements concerning return costs take priority.

Damaged, Faulty, or Incorrect Products

Contact us if your item arrives damaged, appears defective, is incorrect, or differs materially from your order.

We may ask for order information, photographs, or other relevant details to assess the issue.

Where a confirmed problem results from an error attributable to Fenruna, you will not normally be required to pay additional return postage necessary to resolve that error.

Depending on the circumstances and applicable consumer protection requirements, a resolution may include a replacement, refund, or another appropriate remedy.

  1. Cancelling an Order Before Dispatch

If you wish to cancel a purchase, contact us as soon as possible.

Cancellation is generally easier during the early stages of preparation. Our normal pre-dispatch cancellation process may no longer be available once an order has:

  • Reached an advanced stage of fulfilment

  • Been packed

  • Been prepared for carrier collection

  • Been handed to a delivery provider

  • Left the fulfilment facility

If the order has already been dispatched, you may need to receive the goods and follow the applicable return procedure.

Send cancellation requests to:

service@fenruna.com

Please provide your order number and the email address used at checkout.

Where cancellation is completed and a refund is due, the relevant amount will generally be returned through the original payment method.

Mandatory cancellation and withdrawal rights remain unaffected.

  1. Reviewing Returned Items

Products received at the confirmed return facility may be inspected to determine whether the applicable return conditions have been met.

This review may consider:

  • The product’s physical condition

  • Signs of use, assembly, installation, disassembly, or modification

  • The condition of packaging and original labels

  • Whether supplied accessories, fittings, and components are included

  • The reason for the return

  • Supporting information already provided

  • Whether the item matches the purchase record

For standard change-of-mind returns, relevant details may include the condition of surfaces, fabric panels, frames, handles, lids, zips, closures, dividers, and mounting parts.

We will communicate the assessment outcome and explain the available next steps. Approved refunds are processed as described below.

Inspection does not restrict statutory remedies for defective, incorrectly supplied, or otherwise non-conforming goods.

  1. Refund Method and Processing Time

Approved refunds are generally issued to the payment method used for the original purchase.

Typical Refund Processing Time: 5–10 business days after the returned item has been received and reviewed.

Actual timing may depend on:

  • The reason for the refund

  • Whether a return is required

  • The condition of the returned product

  • The original payment method

  • The payment provider involved

  • Applicable legal requirements

After Fenruna initiates a refund, your bank, card issuer, PayPal, or another payment provider may need additional time to show the credit.

These additional processing periods are managed by the relevant financial institution or payment service.

If applicable law requires a different deadline or procedure, that requirement takes precedence.

  1. Following Up on a Refund

If an approved refund has not appeared, please:

  • Check the account used for the original payment.

  • Review recent transactions and pending credits.

  • Ask your bank or card issuer about the refund’s status.

  • Contact the relevant payment provider where appropriate.

Financial institutions may require additional time to complete their processing.

If you still cannot locate the refund, email:

service@fenruna.com

Include your order number and any available refund reference.

For your security, do not send complete payment card numbers, account passwords, or other sensitive financial credentials.

Our team can review the transaction information available to us and assist where possible.

  1. Original Shipping Charges

Standard shipping charges for eligible U.S. orders are based on the product subtotal.

Order Subtotal Standard Shipping Fee
$0.00–$38.99 $3.99
$39.00 or more Free

Any applicable delivery charge is displayed at checkout before payment.

The original delivery charge and return postage are separate costs.

Whether the original delivery fee is refundable depends on the reason for the return, the circumstances of the purchase, relevant store policies, and mandatory consumer protection requirements.

Please refer to our Shipping & Delivery Policy for supported destinations, processing arrangements, and estimated delivery periods.

  1. Product Problems and Fulfilment Errors

Some concerns require an individual assessment rather than the standard change-of-mind return process.

These may include:

  • Damage sustained during transit

  • Cracked containers, broken frames, torn fabric, damaged closures, or other apparent defects

  • Packaging damage that has affected the product

  • Incorrect sizes, colours, or configurations supplied

  • Missing products, dividers, fittings, or included accessories

  • Items materially different from their descriptions

  • Other fulfilment errors

Please report the issue promptly and include your order number, an explanation of the concern, and relevant photographs where available.

Depending on the circumstances, an appropriate resolution may include a replacement, refund, or another remedy.

Statutory rights relating to defective or non-conforming goods continue to apply.

  1. Support for Returns and Refunds

Our customer support team assists with returns, refunds, cancellations, product concerns, and related order enquiries.

Customer Support Days: Monday through Friday

Typical Initial Email Response: Within 24–48 business hours

Replies may take longer during public holidays, promotional periods, or times of increased enquiry volume.

Please include your order number and a clear explanation of the assistance needed so our team can review your request.

  1. Company and Contact Details

The following details identify the company responsible for the Fenruna online home storage and organisation store.

Brand / Store Name: Fenruna

Business Category: Online Retail of Home Storage and Organisation Products

Operating Company: Handan Haoshoujia Technology Co., Ltd.

Registered Business Address:

Room 1002, Unit 1, Building 3, Sunshine Apartment, No. 150 Shuiyuan North Road, Hanshan District, Handan City, Hebei Province, China

Customer Service Email:

service@fenruna.com

Customer Service Telephone:

+8613321191766

Support Availability: Monday–Friday

Estimated Initial Email Response: Within 24–48 business hours

Handan Haoshoujia Technology Co., Ltd. manages Fenruna’s website administration, customer orders, order processing, fulfilment coordination, and related after-sales support.

Use the registered business address for a return only if customer support expressly confirms it as the appropriate destination.

When contacting us about a purchase, please provide your order number wherever possible.

Thank you for shopping with Fenruna.