Returns · Refunds · Order Issues
Return & Refund Policy
This policy explains our 180-day return-request window, return procedures, damaged or incorrect products, authorized return costs and refund processing.
Return window.
Eligible return requests may be submitted within 180 days after confirmed delivery.
How to start a return.
Before sending anything back, contact customer support. Provide the order information and explain the reason for the return request.
Return review.
Return requests may be reviewed based on the circumstances of the order and the reason for the request.
Return condition.
Where relevant, items should remain in a condition that allows the request to be reasonably reviewed.
Depending on the issue, support may request:
- Order information.
- Product photographs.
- Packaging photographs.
- A description of the issue.
Damaged brushes and combs.
If a brush or comb arrives cracked, broken, warped or otherwise damaged, contact customer support.
Damaged rollers or curling accessories.
If rollers, curling rods, curling ribbons or related accessories arrive damaged, contact support and identify the affected components.
Damaged fabric accessories.
If a bonnet, shower cap, towel wrap or another fabric-based accessory arrives damaged or defective, contact customer support.
Incorrect product.
If the product received does not match the ordered item, contact customer support and identify both products.
Incomplete shipment.
If part of the order appears missing, review available tracking information first, as some orders may arrive separately.
Authorized return costs.
For eligible authorized returns involving damaged, defective, incorrect or incomplete items, a prepaid return method or approved reimbursement may be provided where applicable.
Business address is not automatically a return address.
The business address displayed on ferelina.com is provided for company identification and should not automatically be treated as a return destination.
Unapproved returns.
Do not send products back without first contacting customer support. A return sent to an incorrect or unapproved destination may be delayed or may not be processed correctly.
Refund approval.
Once a return or other refund request has been reviewed and approved, refund processing can begin.
Refund processing time.
Approved refunds are generally processed within 5–10 business days after approval.
Original payment method.
Approved refunds are generally issued to the original payment method used for the order.
Payment-provider posting time.
After a refund is processed, the customer's bank, card issuer or payment provider may require additional time before the refund becomes visible.
Exchanges.
Where appropriate, customer support may discuss an exchange or another available resolution.
Exchanges are not guaranteed for every request and may depend on product availability.
Replacements.
For certain order issues, customer support may discuss a replacement where appropriate. Replacement availability is not guaranteed.
Order cancellation.
If you want to cancel an order, contact support as soon as possible. Cancellation cannot be guaranteed once processing or fulfillment begins.
Order changes.
If you need to change an order, contact support as soon as possible. Changes cannot be guaranteed once processing begins.
Individual styling results.
Differences in styling results caused by hair type, hair length, density, technique or personal preference do not necessarily indicate that a product is defective.
Customers should review the product information and ordinary intended use before purchase.
Mandatory consumer rights.
Nothing in this policy is intended to exclude rights that cannot lawfully be excluded under applicable consumer-protection laws.
Return & Refund support.
Email: service@ferelina.com
Phone: +86 186 5719 8257
Customer Service Hours: 8:00 AM – 10:00 PM Daily