Contact [email protected] before sending an item back. Include your order number, the item concerned and a short explanation. FERNROAM is responsible for helping you with the order; you do not need a CJdropshipping account.
Changes of mind
We do not offer voluntary returns or exchanges for a change of mind, or when you ordered the wrong size or model, if the item delivered matches your order and our description. Please check measurements and included items before purchasing.
This restriction does not apply to an incorrect item sent by us, damage on arrival, missing parts, a fault or a product that does not match its description. It does not limit rights or remedies provided by law.
Problems with an order
Describe the problem when you contact us. Photographs of the item and packaging can help; if they are difficult to provide, explain what happened in writing. Stop using an item that appears unsafe.
We will assess the issue and arrange the remedy due, such as a refund, replacement or missing part. A proposed partial refund or alternative item requires your agreement. We will not make a refund that is due conditional on receiving money from our supplier.
If we require an item back to resolve an order problem, FERNROAM pays for the return or collection and provides the actual instructions. If we cannot arrange a workable return and a refund is due, we will resolve it without requiring you to send the item back. Do not send it to our business correspondence address or an address on the delivery label unless we have confirmed that destination for your case.
Cancellations
Email us as soon as possible if you need to cancel. If we can stop fulfillment, we will cancel and refund the order without a cancellation fee. If fulfillment has progressed too far, cancellation may no longer be possible. This does not restrict cancellation rights for delayed or unfulfilled orders under applicable law.
Refunds
A full refund for an incorrect, damaged, faulty or undelivered item includes the amount paid for that item, its applicable tax and any refundable delivery charge. We do not deduct a restocking fee. Shipping that was included in the price will not become a separate deduction from your refund. A partial refund will identify the amount and what it resolves.
We issue refunds due to the original payment method without unnecessary delay and within applicable legal deadlines. The payment provider or bank may take additional time to make the money available. Store credit is not a substitute for a refund unless you agree.
Payment-provider claims have separate rules and deadlines. For PayPal purchases, see PayPal Purchase Protection. Contacting us does not pause those deadlines.
