FEHINTI
RETURNS, EXCHANGES & REFUNDS POLICY

Clear terms. Fair resolutions. Thoughtful customer care.

At Fehinti, we want you to be happy with what you purchase from us. If something is not quite right, we will do our best to make the process of resolving it simple, fair and pleasant.

Our policy is designed to give our customers reasonable flexibility while protecting the quality, hygiene and integrity of every Fehinti product.

1. Exchanges

If you change your mind about an eligible purchase, select the wrong size or colour, or would simply prefer another eligible item, you may request an exchange within 48 hours of receiving your order. Hygiene-sensitive products are excluded from voluntary returns and exchanges as explained in Section 7.

The 48-hour period begins from the time the order is delivered to you or received on your behalf at the delivery address provided.

· Unworn and unused;

· Clean and free from stains, marks, make-up, deodorant, body products, scents or other signs of wear;

· Unwashed and unaltered;

· In its original condition;

· Returned with all original tags attached; and

· Returned with its original packaging.

Please contact Fehinti Customer Care within the 48-hour period to request an exchange and receive return instructions. Please do not send an item back before your exchange request has been acknowledged by our Customer Care team.

2. Returning Your Item

Once an exchange has been approved, the item must ordinarily be received by Fehinti within 7 calendar days from the date the customer receives the return instructions.

Return Collection Within Nigeria

Within Nigeria, Fehinti can arrange return collection through its shipping arrangements, including Topship, where collection service is available for the particular return.

For a voluntary exchange arising from size, colour, preference or change of mind, the customer will be responsible for the applicable collection cost and the cost of delivering the replacement item. Our Customer Care team will communicate these charges before collection is arranged.

Once a collection has been scheduled, the customer is responsible for making the item reasonably available to the logistics partner at the agreed place and time. If a collection fails because the customer or parcel is unavailable at the agreed time, any additional collection cost may be charged to the customer and the original return timeframe will continue to apply unless Fehinti agrees otherwise.

Where Customer-Arranged Return Is Required

Where Fehinti is unable to arrange collection for a particular return, Customer Care will provide return instructions and the customer will be responsible for arranging and paying for the return delivery to the address provided by Fehinti, unless the return concerns a confirmed Fehinti error or qualifying defect.

The customer is encouraged to use a reliable and traceable delivery service and retain evidence of shipment until the exchange has been completed. Where the customer selects and engages the courier, responsibility for ensuring that the item reaches Fehinti within the return period remains with the customer.

A dispatch receipt, handwritten waybill, rider confirmation, WhatsApp message or other evidence that an item was handed to a delivery provider does not, by itself, constitute receipt of the item by Fehinti.

3. Genuine Courier Delays

We understand that genuine delivery delays can occur.

Where a customer has sent an item sufficiently early for it reasonably to have reached Fehinti within the seven-day period, but an independent courier delay prevents this, Fehinti may extend the return period where there is independently verifiable tracking or delivery information demonstrating that the parcel is genuinely in transit.

Any such situation will be considered reasonably and in good faith. Where delivery cannot be independently verified, the item has not been received, or there is no reasonable explanation for the delay, Fehinti may close the exchange request after the seven-day return period.

Where Fehinti arranged the collection through its own logistics partner and the customer made the parcel available as agreed, a delay caused by that logistics partner will not be held against the customer.

4. Exchange Delivery Costs

Where an exchange is requested because of a change of mind, size, colour or customer preference, the customer bears:

· The cost of returning the original item to Fehinti; and

· The cost of delivering the replacement item.

Fehinti does not charge an additional restocking or exchange-handling fee for an eligible exchange.

Where the reason for the return is a confirmed factory defect, incorrect item or other error for which Fehinti is responsible, Fehinti will bear the reasonable return and replacement delivery costs.

5. Replacement Items and Stock Availability

All exchanges are subject to stock availability.

Where practical, Fehinti may temporarily reserve the requested replacement item during the seven-day return period. An approved exchange does not, however, create an indefinite reservation.

If the return is not received within the applicable period and no extension has been agreed, Fehinti may release the reserved item for sale.

If an approved late return is subsequently accepted as a gesture of goodwill but the originally requested replacement is no longer available, the customer may choose another eligible available item or receive store credit for the applicable value.

Where the replacement item costs more than the original item, the customer will pay the difference. Where the replacement item costs less, the remaining eligible value may be issued as store credit.

6. Inspection of Returned Items

All returned items will be inspected by Fehinti before an exchange, store credit or refund is completed.

We ask customers to take reasonable care of products while deciding whether to keep them.

An item returned for a voluntary exchange may be declined if inspection reasonably shows that it has been worn, washed, altered, damaged, stained, perfumed or otherwise used after delivery, or if required tags or original packaging have been removed or materially damaged.

Where there is uncertainty about the condition of a returned item, our Customer Care team will contact the customer before a final decision is made.

7. Hygiene-Sensitive Products

For health and hygiene reasons, panties and underwear, shapewear designed to be worn directly against intimate areas, swimwear, and other products expressly identified by Fehinti as hygiene-sensitive are not eligible for voluntary return or exchange after purchase.

This applies to hygiene-sensitive products purchased online because, once the product has left Fehinti’s custody, we cannot reliably verify how it has been handled or tried on. A change of mind, incorrect size selection, colour preference or preference for another style therefore does not make a hygiene-sensitive product eligible for return or exchange.

For purchases made in store, where Fehinti permits a hygiene-sensitive product to be tried on before purchase, disposable protective clothing will be offered for the fitting and must be used in accordance with staff instructions.

Customers purchasing hygiene-sensitive products online are encouraged to check the applicable Fehinti size guide carefully before ordering and may contact Customer Care for sizing assistance before purchase.

This restriction does not remove any applicable right or remedy where a hygiene-sensitive product was defective, damaged, incorrectly supplied, materially misdescribed or otherwise non-conforming under applicable law.

8. Factory Defects, Damaged or Incorrect Items

Fehinti takes responsibility when the problem is ours.

If you receive an item with a manufacturing defect, an incorrect item or an item that arrives damaged, please contact Customer Care as soon as reasonably possible with:

· Your order number or proof of purchase;

· A description of the issue; and

· Clear photographs or video where reasonably required to help us assess the problem.

Once the issue has been confirmed as one for which Fehinti is responsible, Fehinti will bear the reasonable costs of collecting or returning the affected item and delivering the replacement or otherwise resolving the matter.

Depending on the circumstances and the customer's applicable rights, the appropriate resolution may include replacement, repair where suitable, or refund.

A customer will not be required to pay delivery costs simply to correct a confirmed mistake or defect for which Fehinti is responsible.

9. What We Consider a Manufacturing Defect

A manufacturing defect may include faulty stitching, defective fastenings, holes or tears present at delivery, significant construction faults or another production defect affecting the quality or intended use of the garment.

Normal characteristics of fabrics and handmade or production processes are not necessarily defects. Reasonable variations in colour, texture, print placement or finishing may occur between individual products.

Similarly, normal wear and tear, accidental damage, improper washing or care, alteration, misuse, or damage occurring after delivery will not ordinarily constitute a manufacturing defect.

10. Refunds

For an ordinary change of mind, size, colour or customer preference involving an eligible product, Fehinti's standard resolution is an exchange or store credit, subject to the eligibility requirements in this policy. Hygiene-sensitive products are not eligible for this voluntary return arrangement.

Where a refund is appropriate because an item is defective, incorrectly supplied, materially different from its description or in another circumstance where the customer is entitled to a refund under applicable consumer-protection law, Fehinti will process the appropriate refund.

Approved monetary refunds will ordinarily be returned through the original payment method where reasonably possible. Once Fehinti has processed a refund, the time taken for funds to appear in the customer's account may depend on the customer's bank, card issuer or payment provider.

11. Original Delivery Charges

Original delivery charges are ordinarily non-refundable where the original order was correctly fulfilled and the subsequent return or exchange results solely from the customer's change of mind, size, colour or preference.

Where Fehinti supplied a defective, damaged, incorrect or otherwise qualifying non-conforming item, Fehinti will bear the reasonable delivery costs required to resolve the matter.

12. Sale, Promotional and Final-Sale Items

Eligible items purchased during a promotion or sale may still be exchanged where they otherwise meet the requirements of this policy, unless the particular item was clearly identified as Final Sale before purchase. Hygiene-sensitive products remain excluded from voluntary returns and exchanges whether purchased at full price or on sale.

Where an item is designated Final Sale, the restriction will be communicated on the relevant product or promotional information before the customer completes the purchase.

A Final Sale designation does not remove any statutory rights a customer may have in relation to defective, damaged, incorrectly supplied or otherwise non-conforming goods.

13. Late Returns and Exceptional Circumstances

If an eligible voluntary return has not been received within the seven-day return period and no extension has been agreed, the exchange request will ordinarily expire.

We recognise, however, that life does not always fit neatly within a policy. If circumstances beyond your reasonable control prevent you from completing a return within the required period, please contact Customer Care as early as possible.

Fehinti may, where reasonable, extend the period or offer another appropriate solution as a gesture of goodwill. Any goodwill exception is considered individually and does not automatically change the terms applicable to other purchases or future returns.

14. Our Goodwill Promise

Policies are important, but so are people.

Our intention is not to make returns difficult. These conditions exist to protect the quality and hygiene of the products we sell while allowing us to treat our customers fairly.

There may occasionally be circumstances that do not fit neatly within the rules above. Our Customer Care team is encouraged to listen, understand what happened and, where reasonable, find a fair solution.

If something has gone wrong with your order, please speak with us. We would always prefer the opportunity to make it right.

15. How to Request a Return or Exchange

Please contact Fehinti Customer Care and provide:

· Your name;

· Your order number or proof of purchase;

· The item concerned;

· The reason for the return or exchange;

· Your preferred replacement, where applicable; and

· Photographs or video where the item is reported as damaged, defective or incorrect.

Customer Care will confirm the appropriate return method and, where available, arrange collection through Fehinti’s shipping arrangements or provide return instructions.

Please wait for these instructions before returning the item.

16. Your Consumer Rights

This policy is intended to provide a clear and fair process for Fehinti customers. Nothing in it is intended to exclude, waive or reduce any consumer right or remedy that cannot lawfully be excluded under applicable Nigerian law.

Where applicable consumer-protection law provides a customer with rights beyond Fehinti's voluntary exchange arrangements, those statutory rights will apply.