Politique de remboursement
Refund Policy
At Fennart, every piece is handcrafted to order. Each item is made specifically for you — cut, assembled, and finished by hand the moment your order comes in. This made-to-order approach is what allows us to keep our quality high and our pieces personal.
Because each item is custom-made, we do not accept returns or refunds for change of mind or incorrect orders. However, if there is a quality issue, we are 100% committed to fixing it.
1. Precautions Before Accepting Delivery
Before accepting your order, we strongly recommend following these precautions to ensure a smooth experience:
- Record an unboxing video from the moment you receive the package.
- Ensure the package is unopened and clearly visible at the start of the video.
- Make sure the delivery partner is visible while handing over the package.
- Open the package carefully on camera, without cutting too deep into the box.
This step is mandatory for any damage-related claims. Without a proper unboxing video, we will not be able to process replacements or refunds.
2. Damaged or Defective Items
If your order arrives damaged, broken, or with a manufacturing defect, we will take care of it immediately. You don't need to send the item back — we just need proof (including the unboxing video described in section 1).
How to claim: Contact us within 7 days of delivery by:
- Replying directly to your order confirmation email (the fastest way!).
- Or emailing us at hello@fennart.com.
- Or sending us a DM on Instagram @fennart.ma
Please include:
- The unboxing video showing the package being opened.
- Clear photos of the damaged or defective item (and the packaging if possible).
- Your order number.
- Your preference: a free replacement or a full refund.
Once we verify the issue, we will process your choice right away.
3. Shipping & Address Issues
Please double-check your shipping details and phone number when placing your order!
- Address errors: We cannot offer free replacements or refunds for orders delivered to incorrect or incomplete addresses provided at checkout.
- Unreachable customer: Since we ship Cash on Delivery, our courier will attempt to call you to coordinate delivery. If we cannot reach you after multiple attempts, the order will be returned to us. Reshipping will require you to cover the new delivery costs.
- Reshipping: If a package is returned to our workshop due to an address error or refused delivery, we can ship it again, but you will be responsible for the new shipping costs.
4. Lost Orders
If your tracking stops updating, let us know. If the carrier confirms the package is lost in transit, we will send a free replacement to you at no extra cost.
5. Custom & Personalized Orders
Some of our pieces include personalized elements — a custom Spotify song, a custom name, a chosen design, or other personalization. For these orders, please review your details carefully before confirming. Once production begins, we cannot change the personalization.
If we make a mistake on the personalization (wrong song, misspelled name, wrong design), that counts as a defect and falls under section 2 — we will fix it free of charge.
6. Need help?
We're here to help you get the piece you love. If you have any questions, just reply to your confirmation email or reach out to us at: